DRIVING GUEST EXPERIENCE TO THE NEXT LEVEL: INNOVATIVE, TECHNOLOGY-RICH AND CUSTOMER CENTRIC - LUCA PRONZATI - NetComm Suisse
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DRIVING GUEST EXPERIENCE TO THE NEXT LEVEL:
INNOVATIVE, TECHNOLOGY-RICH AND CUSTOMER
CENTRIC
LUCA PRONZATI
CHIEF BUSINESS INNOVATION OFFICER
1 MSC CRUISES
MSC CRUISES: EXPANSION AND GROWTH
AN ESTABLISHED BRAND WITH A GLOBAL FOOTPRINT
#1 world’s biggest privately owned cruise line
A young and fast-growing
#4 largest cruise company by capacity
business, which has become
the 4th largest cruise operator #1 cruise brand in Europe and South America
worldwide in just over a 800% growth in the first 10 years
decade
x3 capacity to nearly triple by 2026 (already x2 by 2020)
2
MSC CRUISES: EXPANSION AND GROWTH
KEY FACTS AND FIGURES
3
A SUCCESS STORY
PHASE 2: INDUSTRY-UNPRECEDENTED GROWTH PLAN FOR 11 NEW SHIPS
(2014 – 2026)
2017 2018 2019 2020 2021 2022 2023 2024 2025 2026
MERAVIGLIA CLASS
5,714 passengers
MERAVIGLIA-PLUS CLASS
6,297 passengers
SEASIDE CLASS
5,179 passengers *
WORLD CLASS
7,000 passengers * *
€9 billion investment
MSC Cruises is the cruise line with
Already in service the highest number of cruise ships
Under construction on order worldwide
On order
4 *: options
PUTTING OUR EXTRADIMENSIONAL SHIPS INTO PERSPECTIVE
MSC MERAVIGLIA
MSC Meraviglia is more than 4 times longer than the world's largest passenger airliner
315m
5
PUTTING OUR EXTRADIMENSIONAL SHIPS INTO PERSPECTIVE
MSC MERAVIGLIA
This is the
Leaning
Tower 65m
57m
of Pisa
6 This is MSC Meraviglia
THE BREADTH AND SCALE OF OPERATING A MEGA CRUISE SHIP
MSC MERAVIGLIA
1,500 km 20,500 meals 8 years
cabling on the ship served in just one day average payback period
against initial €800Mio
The distance between Berlin, Germany investment
and Barcelona, Spain
7
OUR NEXT FLAGSHIP: MSC SEASIDE
THE SHIP THAT FOLLOWS THE SUN
Ship class SEASIDE
Length/Beam/Height: 323.3m/41m/72m
Maximum speed: 21.3 knots
Percentage of ocean 76%
view/balcony cabins:
MSC Seaside to enter into
service on 01 December 2017
From a vision… …to reality.
Crew members: 1,413
Number of cabins: 2,067
Number of passengers: 5,179
Gross tonnage: 154,000 GRT
8
THE FUTURE: WORLD CLASS
INNOVATIVE AND ENVIRONMENTALLY PERFORMANT
Ship class WORLD
Length/Beam: 330m/47m
Gross tonnage: 200,000 GRT
Crew members: 2,050
First World ship to enter into
service in 2022
Number of cabins: 2,750
LNG-powered Straight bow Number of passengers: 6,850
Total series*: 2 orders and 2 options
Revolutionary architecture and fuel- Designed to further improve stability of
efficient design, including straight bow the ship and provide even greater
to improve stability and hydrodynamics guest comfort
*: LOI signed on 31 May 2017
9
REDEFINING THE CRUISE EXPERIENCE
TECHNOLOGY AT THE SERVICE OF THE ART OF HOSPITALITY
FEATURES:
Navigation: The digital way finder
Organiser: Planning tool
MSC for Me
Smart features
Capture: Digital immersive discovery technology,
For a fully optimized such as virtual reality, but not only
holiday experience
TailorMade: Digital personal advisor for tailored
recommendations
Concierge: Services, restaurants, excursions
bookings in real time 24/7
11MSC FOR ME: MAIN FEATURES (EXAMPLES)
Available by
end of 2017
Wayfinding Information on board Reservation Kids
KidsLocator
Locator
• Localize yourself on the ship E.g. Shorex E.g. Daily Program • Localize the position of your
• Browse Tours Catalogue • Browse activities kids
• Navigate to your point of
interest • See Excursions Info • Save events in your Agenda • “Drive me to my kid”
function (wayfinding)
• Purchase your Excursion
MSC Cruises worldwide exclusivity: only available on MSC Meraviglia & Seaside
12MSC FOR ME: TECHNOLOGY HIGHLIGHTS
Technology Highlights
4 NEW DIGITAL
CHANNELS NFC
WEARABLES
665 ACCESS POINTS
EXPERIENCE
158 INFORMATIVE
SCREENS
3.275 iBEACONS
KIDS LOCATOR
AND
WAYFINDING
DIGITAL DAILY 133 INTERACTIVE SCREENS
PROGRAM (71 DS + 16 TOTEM)
2.036 CABINS WITH NFC
DOOR OPENING
IMMERSIVE
PHOTO GALLERY
1.200+ CCTV (OF WHICH
#100 HP AUTONOMY ENABLED)
*Last update 03.10.2017 13MSC FOR ME: THE LIFE OF A «SMART» CRUISER
Pre-cruise & First Time Enjoying The Time Onboard
Embarkation Onboard With My Family
SEAMLESS AND EXPLORING OPTIONS OF WHAT
DIGITALLY ENABLED TO DO IN BARCELONA ON
EMBARKATION TUESDAY
KNOW WHERE MY KIDS
EASILY FINDING ARE ANYWHERE
MY CABIN ONBOARD SHIP
Hi, I am Annie and I will walk you
through some of the digital moments BOOKING A SPECIAL DINNER
I had on MSC Meraviglia WITH MY FAMILY
14MSC FOR ME: THE NEW GUEST EXPERIENCE
WITHOUT LEAVING
THE POOL I CAN…
Walk to the nearest cafe following
the interactive ship map Book an excursion in the next
port of call
Reserve a table at a restaurant Get to know what my kids are up to
for my husband birthday within a couple of clicks on the MSC app
15MSC FOR ME: FOCUS NEW EMBARKATION EXPERIENCE
SEAMLESS AND DIGITALLY ENABLED EMBARKATION
Before boarding the MSC Meraviglia…
“I checked in easily for me and my family”
“I saved heaps of time onboard by activating my credit card and
adding my own picture in advance”
“Embarkation was fast and easy with all the info I needed in my
hands”
16MSC FOR ME: FOCUS WAY FINDING
I WANT TO FIND MY CABIN
It’s my first time onboard and
“It was easy to find where I was on the interactive
map”
“I discovered loads of great things which I
subsequently explored during the cruise. I was
never lost!”
“Finding my cabin was a doddle with the interactive
navigation! It guided me step by step.”
17ALWAYS MOVING FORWARD: MAIN INNOVATION STREAMS 1/4
DIGITAL CONCIERGE
Smart Cabin
Holograms
18ALWAYS MOVING FORWARD: MAIN INNOVATION STREAMS 2/4
SMART CABIN
Smart Cabin
Holograms
19ALWAYS MOVING FORWARD: MAIN INNOVATION STREAMS 3/4
AR / VR
Smart Cabin
Holograms
20ALWAYS MOVING FORWARD: MAIN INNOVATION STREAMS 4/4
ROBOTICS
Smart Cabin
Holograms
21LUCA PRONZATI CHIEF BUSINESS INNOVATION OFFICER MSC CRUISES
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