Case Study: Carnival UK advances its AI roadmap and scales to serve thousands of new guests with NICE Systems (NICE CXone)

Carnival UK Advances AI Roadmap with NICE CXone

Carnival UK, operator of P&O Cruises and Cunard, manages roughly 1.2 million guest interactions a year across a fleet that recently grew with three new ships. Its legacy, siloed contact-center tools left voice unmonitored, hid guest history, and caused lost sales and frustrated agents as demand scaled up.

To modernize, Carnival UK deployed NICE CXone (with WFM, Enlighten Autopilot and Copilot, and related services), piloted changes with cross‑functional teams and Change Champions, and moved to omnichannel routing and AI-assisted workflows. The cloud rollout drove fast adoption, far better reporting and routing, a 99% improvement in guest engagements assessed, stronger agent efficiency and engagement, and measurable gains in sales conversion and AI-enabled outbound capabilities.

Carnival UK

Jon Wells

Contact Center Director