Challenge

It’s no wonder that Carnival Corporation’s CEO Arnold Donald calls today “the golden age of cruising.” Forbes predicts that 27 million people will take a cruise this year, with $65 billion in ships on order over the next decade.

As the industry grows, so does competition, and cruise lines need to deliver personalized, cost-effective experiences to keep passengers coming back to sea on their ships. However, customers feel this is an area where travel providers struggle. According to Accenture Global Consumer Pulse Research in 2018, three out of four travelers feel only a handful of travel companies really excel in relevance.

As the premier innovation partner for Carnival Corporation’s Global Experience & Innovation team, Accenture is helping to elevate and transform the cruise experience by scaling made-for-me experiences for thousands of passengers at a time.

"The OceanMedallion™ is the apex in travel as it relates to delivering personalized experiences… because it facilitates the guest staying engaged in the experience and not seeing the world through a three-by-five screen."

– JOHN PADGETT, Chief Experience and Innovation Officer – Carnival Corporation

Strategy and solution

Carnival Corp. selected Accenture as its premiere innovation partner to help design the Ocean® guest experience platform.

Ocean® is an integrated guest experience platform with a secure Experience Internet of Things™ (xIoT™) network and streaming analytics currently on board MedallionClass™ ships from Princess Cruises.

Guests receive an OceanMedallion™ wearable device for free, which connects them to an ecosystem of services and experiences powered by the platform. The Medallion helps crew easily and precisely identify guests for bespoke recommendations and seamless cabin access, while linking to interactive portals and other digital experiences throughout the ship.

Sailing into the New

Accenture’s custom design of OceanHospitality™—a microservices-based, cloud-run, multi-location property management system—gives Carnival’s Experience & Innovation team the ability to continually innovate experiences that are guest-centric, and not room-reservation oriented.

Connecting every guest to personalized experiences

Each guest receives a free Medallion. The light, quarter-sized disc enables frictionless payment, keyless stateroom access, accelerated embarkation and much more.

Enabling guest-to-guest wayfinding

The Medallion allows guests to seamlessly find their next location and easily locate friends and family onboard. Crew also know where passengers are to serve them as they move about the ship.

Learning as we go

Data captured on board—including movement patterns, guest behaviors and more—allows Carnival to create new services and experiences. It also allows them to manage operations and design future ships.

Transformation

The Ocean® guest experience platform is already transforming the end-to-end cruise experiences for guests sailing with Princess Cruises.

90%

Instead of bringing documentation and waiting in long lines to board, guests can get OceanReady® to complete most pre-departure steps online—reducing wait times by 90%, from 10 minutes to 30 seconds.

40M

Carnival Corp. installs 7,000+ sensors on MedallionClass™ ships to enable the enhanced guest experience, generating up to 40 million intelligence events per ship every day.

10-12

The number of days it takes to outfit a ship with the Ocean guest experience platform to enable the MedallionClass experience for guests.

Transforming into a Living Business

By putting guests at the center and adapting everything around their dynamic needs, wants and desires, MedallionClass™ is positioning Carnival Corp. to operate like a Living Business that is constantly learning, adapting and evolving along with customer desires.

Seeing an Ocean of Possibility

The MedallionClass™ experience positions Carnival Corporation as the travel industry’s foremost guest experience innovator. The initiative will continue to evolve, fed by a raft of newfound Experience Intelligence™ as well as by Carnival Corp.’s commitment to exceed guest expectations and support continuous innovation.

To find out more about a MedallionClass™ vacation visit PrincessCruises.com.

Meet the team

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