Case Study: Royal Caribbean - Using technology to provide an immersive guest experience in the cruise industry
Case Study: Royal Caribbean, explores how the company uses technology to provide an immersive guest experience in the cruise industry. By implementing technological features, the company aims to improve the customer experience on board in order to attract younger passengers, who currently only represent a very small proportion of its customers. The report shows how Royal Caribbean's cruise ships combine robotics, augmented reality, and radio-frequency identification (RFID) tags to enhance the entertainment offerings for travelers, while providing a unique technological experience.
In recent years, Royal Caribbean has been engaged in a digital transformation to try to respond to the challenges facing the industry, including the low number of young travelers opting for cruise holidays. To do so, the company is experimenting with new technologies on board its cruise fleet aiming to improve the customer experience on board in order to attract younger passengers. The case study shades light into the digital transformation process on which Royal Caribbean embarked on in 2014, with the launch of the Quantum of the Seas; a ship that the company used to experiment with a host of new technologies. The report discusses key features of the 'world's first smart ship' such as the floor-to-ceiling glass windows that are transformed into a ‘digital canvas’,the bionic bar with robotic bartenders and the virtual balcony in windowless cabins.
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