P&O Cruise’s Customer Relationship Management (CRM) team are trialing a new interactive video experience set to improve P&O Cruises guest journey and its ability to convert potential guests to booked guests.

The video features four engaging questions designed to uncover a tailored cruise experience.

The questions are:
  • Have you cruised before?
  • What’s your preferred holiday type?
  • What type of activities do you enjoy most? ​
  • Who will you be travelling with?​

Based on the responses potential and past guests give, they will receive a cruise destination recommendation tailored to their specific preferences, sharing beautifully inspiring video footage to capture their attention.

Watch a demo of P&O Cruises interactive video experience here.

What’s more, within 20 minutes of completing the interactive video, guests will receive a personalised follow up email from P&O Cruises featuring their customised cruise and destination recommendation. The elements of personalisation within this email include:

  • Variable intros based on who guests have selected to travel with
  • Three cruise recommendations based on their preferred holiday type, who they’re travelling with and their destination outcome.
  • Three shore experience recommendations based on their activity type and destination outcome.
  • A Food Hero mention for our foodie guests.

107,000 participants potential and past guests received a link to the interactive video on 27 March and will be able to take part until 25 April.

Once the trial is complete the CRM team will spend time reviewing how it went, and if successful, will look to roll the interactive video experience out to more potential and past guests. 

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