LONDON, UK — P&O Cruises, part of Carnival Corporation plc and one of the world’s leading cruise operators, has appointed MRM UK to spearhead a new era of guest engagement, with a focus on delivering a more holistic and customer-centric experience.
MRM’s global expertise in CRM, CX, and Creative Commerce powered by data and Martech -will be instrumental in reshaping how P&O Cruises connects with its guests. At the core of this collaboration is the evolution of The Peninsular Club, the cruise line’s loyalty programme, which will be reimagined to balance immediate customer value with long-term relationship building.
The initiative is designed to enhance the timeliness, relevance, and personalization of guest interactions, while driving measurable improvements in key performance indicators such as Net Promoter Score (NPS) and On-Board Revenue (OBR).
Rob Scott, Vice President, Brand & Marketing Strategy, P&O Cruises, commented:”P&O Cruises is committed to delivering exceptional experiences at every stage of the customer journey. Working with MRM UK will allow us to take a more data-driven, personalised and informed approach to our engagement strategy to deepen our connection with guests. This is a pivotal step in transforming how we serve and delight our customers, both on board and beyond.”
John Riley, Head of Strategy at MRM UK, added “P&O Cruises is a brand with a strong heritage, which is going through a period of transformation. To be on the journey with them is both exciting and a privilege. These initiatives will ensure that the customer experience – now and in the future – is as rewarding as it can be.”
