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©2019 Infostretch. All rights reserved. 1
Dipal Patel
Principal Analyst
Emerging Trends
in On-Board Cruise
Experiences
Dr. Ashok Karania
Vice President of EMEA Business & Global Alliances

Dipal Patel
Principal Analyst
Infostretch
Today’s Presenters
Dr. Ashok Karania
VP of EMEA Business & Global Alliances
Infostretch

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©2019 Infostretch. All rights reserved. 4©2019 Infostretch. All rights reserved. 4
1. Market Information
2. Demo
3. Current Innovations
4. Possibilities
5. Strategy
Agenda

Market Information

Cruise Market
Cruise
Line
Services
Cruise-
Ferry
Services
Combines the features of a cruise ship with a Ro-Pax ferry.
Many passengers travel with the ships for the cruise
experience, staying only a few hours at the destination port
or not leaving the ship at all, while others use the ships as
means of transportation.
Ferry
Services
A ferry is a merchant vessel used to carry passengers, and
sometimes vehicles and cargo as well, across a body of
water. Most ferries operate regular return services. A
passenger ferry with many stops, such as in Venice, Italy,
is sometimes called a water bus or water taxi.
A passenger ship used for pleasure voyages, when the
voyage itself, the ship's amenities, and sometimes the
different destinations along the way (i.e., ports of call),
are part of the experience.
River CruiseSea Cruise

Overall Market
Growth: 4.6%
Market Size
Overall Traveler
Growth: 3.3%
26.8 Million
2017
2018
25.3 Million
26 Million
2019p
$44.5
Billion
2017
2018
$46.5
Billion
2019p
$48.7
Billion

The New Ships!
SEA Cruises
Ship Deployment Passengers
Amadeus
Amadeus Star 2019; TBD 194
AmaWaterways
AmaMagna 2019; Danube 194
AmaMora 2019; Rhine, Danube 158
AmaDouro 2019; Douro 106
American Cruise Lines
American Harmony Summer 2019; Mississippi River 186
Avalon Waterways
Avalon Envision 2019; Danube 166
CroisiEurope
Amalia Rodrigues 2019; Douro 132
Emerald Waterways
Adriatic Princess II 2019; Croatia 36
Viking River Cruises
7 unnamed Longships 2019; Rhine, Main, Danube, Douro 190
Vodohod
Prince Vladimir 2019; Russia 338
Cruise Linec Ship Name Guests Cruise Line Ship Name Guests
Costa Cruises Smeralda 5224 Star Clippers Flying Clipper 300
MSC Cruises Grandiosa 4888 Hapag-Lloyd Cruises Hanseatic Nature 230
MSC Cruises MSC Bellissima 4500 Hapag-Lloyd Cruises
Hanseatic
Inspiration
230
Costa Cruises Costa Venezia 4232 Scenic Cruises Eclipse 228
Royal Caribbean International
Spectrum of the
Seas
4200 Mystic Cruises World Explorer 200
Norwegian Cruise Line Encore 4200
Oceanwide
Expeditions
Hondius 196
Carnival Cruise Line Panorama 4000 Ponant Le Bougainville 180
Princess Cruises Sky Princess 3660 Ponant Le Dumont-d'Urville 180
TUI Cruises Mein Schiff 2 2900 SunStone Ships Greg Mortimer 160
Saga Cruises Spirit of Discovery 1000 Coral Expeditions Adventurer 120
Viking Cruises Viking Jupiter 930 Celebrity Cruises Flora 100
Hurtigruten Roald Amundsen 530 Antarctica21 Magellan Explorer 100
River Cruises

Income Range: $90K to $150K has 40% cruisers
Primary Purpose: See new things, relieve stress & relax
Most used Amenities: On-board entertainment, casinos
& gambling, shop on-board, and eat at special dining
Interests: Wellness seminars, health-related options,
guided tours in small villages, drive Harley in Alaska,
and swim with sharks
The Cruise Traveler - Persona
Digital Quotient: Considering Gen X and Millennials
have highest
% of Gen X + Millennials:
< 3 days 85%
3-5 days 76%
6-8 days 44%
9-15 days 34%
>15 days 38%

Overall customer
experience is an
important factor (20%)
(because that plays a vital
role in choosing a
vacation on a Cruise)
Observations…
Overall Impression:
A significant proportion of travelers
(32%) hold on to an outdated image
of the industry
Trust Issue:
Cruise Holidays lack a transparency on
additional charges (35% of travelers)
Mobile Apps:
Cruise Line Companies:
>50% does NOT have Apps
Cruise Ferry Companies:
>55% does NOT have Apps
Only 5% have Apps for
On-board Experience

Make Money
Creating different channels through which
a passenger can order - via chat, mobile app,
kiosk, etc.
Understanding passenger purchase pattern -
we send personalized notifications to inspire
to do transactions
Improve Brand Value
Providing the cutting-edge Digital experience
Bringing transparency in the transactions
by providing live Account Summary details
to passengers
Cruise Line Interest
Save Money
A solution based on “Pay-as-you-go” model,
so it doesn’t require huge capital investment
Solution that covers the required ecosystem
partner - thus reduce the need to revamp their
existing system
Improve Customer
Experience
Ease of accessing the services, friction-less
transactions, and personalized notifications
helps to improve CX
Breakthrough innovations helps to raise the bar
of the expectations in the cruise industry and
providing those solution in early stage to Cruise
passengers improves overall CX

• Time consuming on-boarding process
• Lack of personalization
• Lack of passenger spend insights in real time
• Lack of easy & secured payment mechanism
• Lack of seamless shopping or on-board
spending experience
• Lack of efficient means of interaction
with peers
• Inefficiencies in customer service
Challenges for Cruise
Companies

An Integrated Cruise Solution
Feedback Excursions
Event
Booking
Check In
Peer
Chatting
Cruise
Assistant
ShoppingSPA
Dinning
Loyalty
Management
Cruise Solution
Ideal if you are looking for increasing your onboard revenue
Focusing on the Digital Savvy Customer base without replacing your existing systems
Improve Customer Experience and Repeat Business

A Reference Solution

The Current Innovations @ Play

WOW Bands
Stateroom Access
Pay For On-Board Purchases
Replace Keys, Cards, Cash, Paper Documents
Pool
Casino
Gym
Wearables in Action…WOW Bands

Wearables + 16000 Beacons…!
Dedicated app accessible on phones and in-cabin TVs,
along with sensor-packed wristbands. The bracelets will
also communicate with up to 16,000 beacons placed
around each ship.
MSC for ME
State Room Access
Identity
Payments
Child Monitoring
Locate Child

Wearables In Action…Ocean Medallion
Ocean Medallion
Netflix-style activity recommendations
On-the-go directions
Seamless hands-free payment
Key card
A digital photo wall senses a passenger’s
approach — thanks to the medallion —
and adjusts to show the cruiser his or her
vacation pictures.

Friendly Robots Are Already Live On Cruises…

Pre-boarding Options
On many ships, such as MSC Meraviglia,
all documentation, such as uploading
your photo and receiving digital
boarding information, can be done via
online check-in.
Online Check-in
Carnival’s pre-cruise service allows you to
register all your details before you go, from
passport credentials to food preferences, and
you will be sent your wearable Ocean
Medallion (the size of a coin, this can be
worn as a bracelet or necklace) in advance.
Crew can also access passenger profiles
in Ocean Compass, allowing them to offer
relevant suggestions and address passengers
by name.
Details Beforehand

Possibilities

Access the Following Services
No internet required
Cruise Assistant
Dining Excursions Spa
Events Acc Summary Services

Face Recognition for
Transactions
Local ML Model or Third-Party Model
Seamless Purchasing Experience
No Intrusive Hardware for Cruisers

Unique Walk Pattern for Identifying the User
Cabin Unlock Transactions Access to
Specific Area

AR for Enhanced
Customer Experience
Interact & Details Of Food + Add to Cart
KOT & Anticipation of Orders
Analytics & Insights

Voice-Based Cabin Assistant
Access the Following Services
Dining Excursions Spa
Events Acc Summary Services

Selecting The Right Solution

The DOs & The DON’Ts – Guest Experience
Improve overall experience of the Cruiser
• Improve dining experience
• Reduce queue to embark
• Hassle-free shopping
• Ease of access to stateroom
• Personalization of offers
• Help to socialize - internal/external
messaging
• Itemized Itinerary
Improve overall experience of the Cruiser
• Addition of the low value amenities
(e.g. programs for kids)
• Don’t be intrusive to get the Cruiser’s details
• Personalization shouldn’t feel scary
What to Do? What NOT to Do?

The DOs & The DON’Ts – Cruise Company
Reduce cost of service
Reduce cost per transactions
Reduce chargeback
Track the footprints of Cruiser & devise offers to
help cruiser to shop more.
Unnecessary investment in hardware/technology
Not to bombard too much of technology that the
cruiser would be surrounded by it rather than its
original purpose
What to Do? What NOT to Do?

• Simple Light Weight Solution
• Quick Implementation
• Easy To Integrate
• Pilot Projects
• Scalable
• Secure
Select The Right Solution

Select The Right Solution
Feedback Excursions
Event Booking Check In
Peer Chatting
Cruise Assistant
ShoppingSpa
Dining
Loyalty Management
Quick and easy integration
with existing systems
Strong brand value in digital world
Enhance customer experience
and improve loyalty
Increase board
onboard revenues

Questions
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Thank You
Connect With Us
info@infostretch.com
+44 20 3865 7881
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