City Cruises Joins Forces With Medallia To Revolutionize Customer Experience And Engagement

Published on August 13, 2025

City Cruises, nan world’s starring supplier of eating and sightseeing cruises, has teamed up pinch Medallia, nan leader successful customer and worker acquisition management, to amended nan company’s integer interactions pinch passengers and cod useful insights from them. The collaboration is poised to optimize nan customer experience, striving to amended satisfaction, destruct clash points, and heighten customer loyalty crossed City Cruises’ extended maritime hospitality offerings.

To heighten customer work standards, City Cruises is focused connected integer innovation, demonstrating a willingness to support gait pinch evolving customer work standards arsenic nan recreation assemblage rebounds and request for unique, meaningful experiences grows. City Cruises plans to utilize Medallia’s AI-powered level to cod insights and feedback from passengers crossed each integer touchpoints, from booking to nan onboard experience, enabling a seamless and frictionless process for customers.

The Increasing Need for Integrated Digital Experience

The collaboration of Medallia and City Cruises comes during a play of highest anticipation for a customer’s integer tailored experience. City Cruises offers cruises crossed nan U.S., Canada, and nan U.K. and looks to capitalize connected evolving customer expectations. Within nan recreation and hospitality industries, location is simply a increasing knowing of nan value of integer experiences, whether they beryllium summons acquisition interfaces aliases customer work interactions that seamlessly merge into nan recreation experience.

As shared by Kacy Roseberry, Vice President, E-Commerce and CRM astatine Hornblower Group (who owns City Cruises), nan collaboration’s objectives person important value: “Partnering pinch Medallia will let City Cruises to perceive to and enactment connected nan voices of our users, which elevates determination making to nan users onboard and ensures nan champion acquisition for each passenger.” The collaboration looks to alteration City Cruises to make evidence-based decisions that heighten work provisions and customer relationship crossed each integer interfaces.

Using Real-Time Information to Enhance Customer Experiences

An evident advantage of our business pinch Medallia is nan acquisition of real-time impermanent feedback, which is basal for ongoing enhancements to nan customer experience. Medallia has integrated nan various information touchpoints of City Cruises, which now gives nan cruise usability a holistic position of customer sentiment and satisfaction. This helps nan cruise usability observe and hole customer clash touchpoints, particularly during nan booking process and interactions pinch guests earlier boarding.

City Cruises tin now respond to customer feedback, acknowledgment to Medallia. Customers tin now negociate their bookings amended done City Cruises’ user-friendly integer interfaces. The institution is now capable to negociate personification trends, real-time restitution measures, and work adjustments acknowledgment to Medallia. The institution tin now destruct work blockers, including slow website navigation and delayed customer communication.

Improving Onboard and Beyond Passenger Experience for City Cruises

For City Cruises, nan travel does not statesman and extremity astatine nan passenger’s boarding point, but alternatively extends for nan full journey. Understanding integer touchpoints and their effect starts pinch nan booking and continues passim nan cruise. City Cruises hopes to leverage Medallia’s level to show halfway acquisition and touchpoints specified arsenic booking, boarding, cruising, and post-cruise engagement, ensuring nan full travel is soft and delightful for nan passengers.

“Initial integer engagement plays a captious domiciled successful shaping nan reside for customers’ onboard experiences,” Roseberry said. City Cruises intends to maximize customer engagement and restitution digitally for onboard experiences, whether it is cruising for leisure, commemorating a milestone, aliases sightseeing. With Medallia’s technologies, nan institution will beryllium equipped pinch nan accusation needed for precocious and timely action addressing problems agelong earlier passengers measurement onboard.

Improved exertion and added fleet services to meet customer expectations

An onboard experience-enhancing fleet upgrade is now nether nan City Cruises modernization scheme. These changes are complemented by nan caller business pinch Medallia, arsenic rider feedback is shaping nan improvement of features and services.

City Cruises’ modern fleet now features caller ships equipped pinch precocious amenities that heighten nan onboard acquisition arsenic good arsenic nan integer booking experience. With nan expertise to show feedback, nan institution is capable to accommodate fleet guidance and heighten operations to meet guests’ needs, improving nan acquisition for everyone onboard.

Fostering Partnerships for Increased Career Mobility and Business Loyalty

In summation to expanding integer engagement, City Cruises is focusing connected strengthening cardinal subordinate partnerships pinch location airlines and different members of nan hospitality sector. With nan thief of its partners, Improved Medallia, City Cruises will beryllium capable to heighten its connection systems pinch different cardinal airlines, section circuit operators, and location tourism boards, improving nan wide coordination.

In addition, nan Medallia integration serves a captious function, ensuring that passengers are not simply happy pinch nan travel they are on, but will besides want to travel again successful nan future. Equipped pinch knowledge connected what drives exceptional customer satisfaction, City Cruises is positioned to tailor its offerings, strengthening customer loyalty and expanding repetition bookings.

A Bright Future for Digital Transformation successful nan Maritime Industry

In nan discourse of nan maritime industry, nan business betwixt City Cruises and Medallia illustrates a increasing displacement towards integer innovation. In consequence to evolving rider expectations, City Cruises and akin cruise statement operators are adopting technologies designed to facilitate a much streamlined, bespoke service.

Roseberry emphasized, “At City Cruises, we are not conscionable enhancing our services today; we are fundamentally rethinking really early generations of passengers will prosecute pinch our services. With Medallia, we are creating an innovative, responsive situation that enables our guests to optimize their experiences pinch us.”

In tandem pinch Medallia, City Cruises intends to supply much distant guided rider relationship and useful towards its firm objectives of much bespoke cruise services. These see customized cruise schedules, guided excursions related to nan cruise during nan regions of interest, and information successful onboard activities designed for them individually. It is expected that pinch nan upgrading of cruise ships and systems, passengers will bask enhanced and customized experiences during their trips.

Conclusion: Shaping nan Future of Hospitality astatine Sea

The business formed betwixt City Cruises and Medallia marks a affirmative and bold measurement guardant successful nan section of maritime hospitality. City Cruises has harnessed technology, real-time information analytics, and implemented iterative work enhancements, frankincense creating a caller milestone for customer acquisition guidance successful nan business of cruising. The company’s beardown attraction connected integer transformation, upgrading nan fleet, and advancing customer restitution positions City Cruises arsenic nan first mover successful creating soft and delightful cruising experiences for onboard passengers.

To fulfill nan demands of an progressively discerning traveler demographic, City Cruises is committed to marketplace listening and frankincense will proceed to beryllium a leader successful maritime hospitality. The institution is enhancing its maritime offerings and is driven to creation a caller business exemplary wherever nan restitution of its guests will beryllium nan halfway of focus.

(Source: City Cruises, U.S. Department of Transportation, Federal Maritime Commission)