Case Study: Global Cruise and Travel Company achieves end-to-end customer engagement with Capgemini and Salesforce

Reinventing Customer Engagement for a Global Cruise and Travel Company

A Global Cruise and Travel Company wanted to reinvent the cruise experience, from online booking and onboard touchpoints to post-cruise loyalty and relationship management. To support this transformation, Capgemini worked with the company to build a cohesive customer engagement platform around Salesforce Cloud offerings, including Marketing Cloud, Sales Cloud, Service Cloud, and Community Cloud.

Capgemini integrated the Salesforce platform with the reservations engine, content management system, reporting tools, onboard systems, and a “Next Best Action” recommendation engine to create end-to-end customer engagement. The result was a successful launch of the new cruise brand and strong online bookings ahead of the inaugural cruise, with the integrated platform enabling more personalized, continuous customer engagement across the full travel lifecycle.