Objective – To create more ways for customers to access information and personalise their holiday whenever and wherever they want, using technology to facilitate this.
My role – To champion technology that delivers true customer value and ensure that the presentation of this technology is as customer centric as possible. Technology included:
- Digital signage
- Interactive information panels
- Interactive kiosks
- Drinks call button
Note: The IT team delivered the technology and functionality, but the full solution needed to be intuitive and customer focused which is where I came in.
Solution – New technology helped to modernise the customer experience and introduce operationally efficient solutions.
- Digital signage helped to modernise customer communication and minimise the amount of paper on board.
- Interactive information panels helped customers to find their way around the ship plus had up to date information (entertainment schedule/ ports of call/ things to do).
- Interactive kiosks reduced queues to get account balances, to book or review excursion options, to book speciality restaurants or limited entertainment e.g. escape room. They were also adopted by the photography team to avoid printing all customer photos.
- Drinks call buttons were introduced on the adult only Veranda to help service this area and add a touch of personal service to this area.
Additional technology introduced included improved WiFi capability, E-mustering and more latterly a version of the interactive kiosk that can be accessed via your own device.
Outcome – This technology is a significant step forwards for Marella Cruises and is a pragmatic introduction of new technology. It represents a sound infrastructure/ foundation which can be built on and developed as time progresses.