Experience Makers Live

Costa Cruises Pivots with Real-Time Customer Insights

Marco Scaglioni, CRM, Loyalty and Onboard Retail Director, Costa Cruises

Alessandro Casellato, E-Commerce and Digital Director, Costa Cruises

Stefania Filippone, Managing Director, Accenture

For Costa Cruises, COVID-19 changed everything, transforming their guests’ habits and attitudes and forcing them to set up a series of campaigns based on segmentation and optimisation. This “restart” phase required intense focus on Costa’s part in identifying customers with the highest propensity to cruise with them again. By using Adobe technology to understand real-time behaviours, they were able to optimise their campaigns across media, digital, email and contact centre channels. Next on their list is tapping into the power of Adobe Sensei AI to personalise specific messages, specific targets and product recommendations.


In this session, you’ll learn how to do the following: 

  • Orchestrate omnichannel campaigns, including the ones for contact centres
  • Profile customer behaviours and react in real time
  • Integrate advanced analytics in customer operations.
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