How Carnival is using technology to innovate its brands

Find out how Carnival is using tech such as the Ocean Medallion and more to create new guest experiences.

How Carnival is using technology to innovate its brands

At SeaTrade Cruise Global 2019, TechRepublic Senior Editor Teena Maddox spoke with John Padgett, chief experience and innovation officer at Carnival Corporation, about how Carnival is using tech such as the Ocean Medallion to create new guest experiences. The following is an edited transcript of the interview.

Teena Maddox: What are some of the innovations that Carnival is doing among its brands?

John Padgett: Well, Carnival Corporation is the world's largest leisure travel company, with over 100 ships and nine individual cruise brands. So innovation is core throughout all of those brands, but our premiere innovation is what we call the Ocean Medallion. I'm wearing it here on my chest. The Ocean Medallion is all about connecting the guest to the overall ship in a way that we can increase the personalization, eliminate the friction, make everything simple, and give great guest service to every single guest on a cruise ship at scale.

Teena Maddox: How many ships have the OceanMedallion, and how many more will be getting it this year?

John Padgett: Within a week we'll actually have three full MedallionClass ships, which will be the Caribbean Princess, the Regal Princess, and the Royal Princess. We'll be adding it to the Crown Princess this summer, and the Sky Princess coming out in October will be a premiere MedallionClass ship, the first one that has come out of the shipyard new as an Ocean Class ship.

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Teena Maddox: What are some of the ways that Carnival Corporation is using machine learning and AI to enhance the guest experience?

John Padgett: Well, we're super excited about machine learning and AI in the sense that we think we're doing something special and different that really is focused on the guest. In most worlds that you have big data and you talk about AI, machine learning that is all done by data scientists that then ultimately impact an operation. Well, with the MedallionClass experience, the connected guest intelligence, all created in real time, is piled back into meeting the needs, wants, and desires of all guests at that very same second, because all of our crew are connected to the same ecosystem that the guests are connected to.

Teena Maddox: What's most exciting about the innovations that are taking place?

John Padgett: The most exciting thing for us is the guest adoption of the MedallionClass innovation. Basically, 99.9% of our guests have adopted the Ocean Medallion to engage in their overall vacation experience. Of course, it's complimentary to all guests, but it's optional. So we couldn't be more pleased with how much our guests are loving participating in our experience.

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