Costa Cruceros is redefining the vacation experience through innovation, hyper- personalization, and an omnichannel strategy. From the first point of contact to the end of the journey, every detail is designed to surprise and delight the traveler. How do you make each customer interaction memorable, from the first contact to the final moments of the trip? Every touchpoint shapes a unique and unforgettable journey. Our ‘door-to-port’ philosophy, which often includes complementary transportation such as trains or buses from home to the port or direct flights, combined with constant innovation in offerings both onboard and ashore, ensures a memorable experience. In such an interconnected world, how do you balance personalized customer experiences with the need for a consistent global communication strategy? We follow a tailored approach that starts with developing a new communication platform, where creative ideas are first launched across large media outlets. Then, we adapt and refine those ideas for different communication channels, including social media, outdoor advertising, and even communication onboard the ship itself. With rising customer expectations, how do you manage unforeseen events while maintaining a top-tier experience? Unforeseen events are rare, except for force majeure circumstances, such as poor weather conditions that may cause us to skip a port and dock elsewhere. The key is to aim higher and exceed expectations. For instance, we’ve introduced ‘destinations at sea’, like guided stargazing in complete darkness with the ship stopped, Sicilian wine tastings in front of Mount Etna, a breakfast overlooking the Bay of Capri, and more, each included in the cruise price. We’ve also introduced spectacular dining experiences, such as a dinner by Ángel León, the Chef of the Sea. These innovations are driving up traveler satisfaction even further. Looking ahead, if you could imagine an even more elevated customer experience at Costa Cruceros, what trends or changes do you think will make a significant difference in the next five years? We will continue to leverage analytics, AI, and real-time customer feedback to scale hyper-personalization of each guest’s experience. Technology to Delight Passengers Before, during, and after the cruise, Costa Cruceros uses innovative tools to enhance the traveler experience: Big Data Analysis Understand the traveler’s profile. Anticipate demand fluctuations. CostaExtra platform Facilitates product training. Enables easy quote preparation and booking confirmation. MyCosta App Chat with other passengers onboard. Explore dining and excursion options. Make reservations with ease.