Cruises and Technology in 2023: Fair Winds for Smooth Sailing
What's in store for the cruise industry in 2023???
This year, experts anticipate at least 19 new cruise ships to be made available to paying passengers, including one that—upon setting sail—will be the largest ship on the ocean. 2023 promises a strong industry rebound: following a record-breaking 24 debuting ships in 2019, 15 new vessels set sail in 2021.?
The growing number of both returning and first-time passengers can expect a new generation of customer experience, which they may have already enjoyed in other services during the post-pandemic years, like self-service, flexibility, and friction-free interactions.???
With a background working with different leaders all over the travel industry, including leading cruise lines, DataArt knows that self-service options are the cornerstone of improving the modern customer experience. Even super-high service and “high touch” cruise operators have customers of all ages who want to be able to search, book, and modify all their travel components from their mobile devices with ease—it’s not just the domain of millennial travelers.?
Cruise travelers’ desires to have more control over their journey is not about their age or their tech-savviness, but rather, their booking habits, as well as the relative complexity of cruise itineraries. From ground transportation to hotel stays, flights, on-shore excursions, child-friendly activities, paperwork/keycards, and facial recognition and security, cruise line customers navigate a wide range of issues that can potentially create friction in their travel experience. Operators who can ensure easy, smooth sailing will win travelers over with wonderful experiences.?
Booking Modifications for More Flexibility?
Booking automation and after-booking modifications can dramatically improve cruise travelers’ customer experience, allowing them to manage their journeys based on their own preferences. Through DataArt’s work in this sector, we have determined that:?
1. Booking platforms allow customers to book their cruise packages, choose cabins, select dining preferences, and add any additional services. Automated booking can help reduce manual booking errors, saving time for both customers and cruise line staff.?
2. Automating check-in can help streamline customers’ documentation processes by allowing guests to upload any required documents, such as passports, visas, and photos for facial recognition.??
3. Various operational processes can be optimized through AI, such as itinerary planning, crew scheduling, inventory management, and fuel consumption, which will reduce costs and improve resource allocation.?
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4. AI-powered algorithms can also adjust pricing and offers in real time. Considering factors like demand and availability, these algorithms can be deployed to ensure that prices are automatically competitive and reflective of market conditions. They can also help anticipate the travelers’ needs based on factors like age and number of children, introducing customer-specific options like excursions, on-board activities, and restaurants.?
DataArt is a certified Sabre-authorized developer and AWS Hospitality Partner with extensive industry experience. We can help companies automate booking modifications that will enable customers to access more flexible services, improving their overall customer experience.?
AI and Big Data to Enhance Cruisers’ Experience?
According to the IndustryARC, AI utilization in the cruise industry is expected to increase by nearly 10% every year between 2021 and 2026. Smart AI algorithms assist cruise providers in better understanding their customers’ needs, including background information and reasons for travel. The vast amount of data collected on travelers can now be used to provide a high level of personalized care for every passenger.?
But at AI’s current level of sophistication, the bottleneck often occurs in finding the right amount data to “feed” the software. Big Data can be useful, but, for many applications, it can be more fruitful to ensure that you have a strong data set clearly illustrating the concepts we need AI to learn.?
Bottom line:??
Today, offering better service means having technology work for your customers, proactively anticipating their needs, and helping them to adjust plans when needed. Cruise providers already use data to automate and improve customers’ experiences.??
At the same time, AI systems can struggle to handle complex, nuanced tasks that require human judgment or creativity, such as resolving disputes or providing personalized recommendations for unique customer preferences. Since there is a huge shortage of AI talent, which makes hiring difficult, finding a technology vendor to develop innovative approaches to using the data you already collect will pay off in the long term: that’s where DataArt is here to help. Curious to come on board? Let’s meet March 27-30 at Seatrade Cruise Global to discuss these points or email [email protected]. ?