Celebrity Cruises has engaged Accenture to enhance the digital customer services experience on its cruise ships. The consulting firm will leverage its considerable experience in design and technology across multiple platforms to equip the firm’s ships with a modern luxury brand promise.
Celebrity Cruises was founded 1988, operating upmarket cruise ships to Bermuda as subsidiary of the Greece-based Chandris Group. In 1997 Celebrity Cruises was sold to Royal Caribbean International, and nowadays Celebrity Cruises is one of the six cruise brands operated by the global cruise vacation company. The organisation has its headquarters in Miami, Florida, and operates a fleet of 10 cruise ships.
In line with developments in other industries, meeting the growing customer expectations has become a key line of business for cruise firms. This is even more true in the high end segment in which Celebrity Cruises operates, competing with the likes of Disney, Seabourn Cruise Line, Crystal Cruises and Oceania Cruises. In a bid to improve its customer journeys as part of the wider cruise experience, Celebrity Cruises has turned to Accenture, a global consultancy. Under the agreement, Accenture will develop the digital customer experience across multiple platforms, enabling an ‘omnichannel experiencce’, which at the end of the line is designed to differentiate Celebrity Cruises as a global luxury cruise brand.
Lisa Lutoff-Perlo, President and CEO of Celebrity Cruises says: “Celebrity Cruises is known for delivering highly intuitive service in a modern luxury environment on our ships, and we want all of our digital properties to do the same. We are highly focused on how we tell our brand story, and we are excited to have selected Accenture for its ability to bring that story to life through deep, market-leading capability across design and innovation, digital marketing, content and web platforms.”
Glen Hartman, senior managing director for Accenture Interactive in North America, adds: “Accenture is excited to have been selected to help Celebrity Cruises completely redesign the digital customer journey by finding new and innovative ways to engage with its target audience in order to reinforce its modern luxury brand positioning, drive business performance and increase market share. We look forward to helping Celebrity increase consumer satisfaction and retention through an integrated, user-friendly and seamless experience.”