Emerging trends-in-on-board-cruise-experiences

3. ©2019 Infostretch. All rights reserved. 3 Housekeeping This webcast is being recorded. Your line is currently muted. Please submit any questions during the presentation by utilizing the Chat function. 1 2 3

6. ©2019 Infostretch. All rights reserved. 6 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

7. ©2019 Infostretch. All rights reserved. 7 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

8. ©2019 Infostretch. All rights reserved. 8 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

9. ©2019 Infostretch. All rights reserved. 15 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%

10. ©2019 Infostretch. All rights reserved. 16 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

11. ©2019 Infostretch. All rights reserved. 17 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

12. ©2019 Infostretch. All rights reserved. 18 • 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

13. ©2019 Infostretch. All rights reserved. 19 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

17. ©2019 Infostretch. All rights reserved. 23 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

18. ©2019 Infostretch. All rights reserved. 24 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.

20. ©2019 Infostretch. All rights reserved. 26 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

26. ©2019 Infostretch. All rights reserved. 32©2018 Infostretch. All rights reserved. 32 Voice-Based Cabin Assistant No internet required Access the Following Services Dining Excursions Spa Events Acc Summary Services

28. ©2019 Infostretch. All rights reserved. 34©2019 Infostretch. All rights reserved. 34 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?

29. ©2019 Infostretch. All rights reserved. 35©2019 Infostretch. All rights reserved. 35 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?

31. ©2019 Infostretch. All rights reserved. 37©2018 Infostretch. All rights reserved. 37 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

Emerging trends-in-on-board-cruise-experiences

Emerging trends-in-on-board-cruise-experiences

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