Introducing the Carnival brand with AI-driven customer centricity
Discover how storytelling, engagement and personalization were used to establish an emotional connection with passengers
Brand takeovers require careful management, as well as customer education – and when the two brands in question are globally recognized names in the cruise industry, the stakes are even higher.
In this session from All Access: The AI Revolution APAC 2025, Ben Fettes, group EGM for data, analytics and CX at Crown Resorts, tells Rhiannon Chandler-Day how P&O Cruises successfully positioned its takeover of the Carnival Cruises brand to its guests, by guiding them with storytelling, engagement and personalization.
Ben talks about how, in recognizing the importance of emotional connection in travel, the company invested in understanding customer preferences and expectations, using data insights to create experiences and communications that resonate deeply with their audience.
