Our Customer Contact Centre is embarking on an exciting transformation that’ll evolve the way we deliver holiday happiness to our guests.

Creating lifelong memories is a privilege and we’re investing in our technology, our people and our ways of working in order to elevate our guest experience and inspire them to choose us, time and time again.

You’ll remember from our January update that our guest data and communication strategy is one of our top 2024 priorities. We’re investing in our insights and our tools so we can better understand, delight and deliver for our guests. 

Join us in the Atrium tomorrow!

11:30 – 14:30, Wednesday 13 March

Pop down to our ‘carnival’ themed stand in the Atrium tomorrow to find out more about our transformation and see a demo of the new technology. Pick up some popcorn, grab some candy floss and see if you can crack the code to win a VR headset!

Happiness is serious business

We recognise that guest expectations are quickly evolving as they seek out enhanced experiences and seamless interactions.

That’s why we’ve invested in technology from industry-leading supplier, NICE CX One, that’ll help us better personalise our guest experience – and ultimately, their holiday.

Over time, the new technology will bring all of our guest information and interactions together into one single platform, giving us –

  • the ability to introduce new digital channels, such as web chat and live chat
  • a new intuitive knowledge management system to provide greater support to our advisors
  • improved guest and business insights, so we can identify trends and understand guest needs
  • the ability to more accurately predict contact volumes and types of guest interactions
  • access to cutting edge technology, including AI, that’ll keep evolving as we do.

This week, we’re launching the foundations of our technology which are our new telephony and card payment systems. Over the coming months, we’ll build upon these foundations with new technology modules.  

Extending our opening hours

As well as new technology, we’re extending our opening hours, enabling us to speak to increasing numbers of guests, respond more promptly to their questions and be available when they need us. From 1 April, we’ll be opening until 20:00 on weekdays and open every Sunday too.

Our ways of working

More important than technology is our people and our ways of working. As well as making our processes and day to day activities more efficient, we are also upskilling our advisors to manage guest interactions across multiple channels, increasing their opportunities to develop their skill sets.

“Our colleagues in the CCO play a vital role in the success of Carnival UK. As the first point of contact, their passion, professionalism and expertise creates lasting impressions that build trust, loyalty and excitement with our guests. The investment into our people, our teams and our technology reflects our commitment to not just meeting our guest expectations, but exceeding them.

While we’ve only just started this journey, this has been a collaborative effort across the business, with a huge amount of hard work, planning, testing, training and system configuration – with more to come! I’m looking forward to seeing the positive impact it’ll have for our advisors, guests and wider business.”

Robert Palmer, Vice President, Onboard Revenue & CCO
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