Digital Transformation

Our client is a global cruise company operating a fleet of vessels in the cruise vacation industries.

The Problem

Data Impacting The Customer Experience

Client was experiencing sizable data and digital transformation with a heavy emphasis focused on guest experience. There was a significant investment in technology to create an end-to-end data platform for several business lines. Several of the data engines were giving exceptions when it could not find a match on specific customer information, thus creating confusion on which exceptions were valid. Client was seeking a partner who could help define those exceptions while implementing a data governance process that could be repeatable long term. This would involve all aspects of creating rules as well as data dictionary definitions.

Our Proposal

Prescribing Data Governance

After initial assessment phase, we deployed a thought leader and a team of SME’s to help define the data governance process and rules from start to finish. This would ultimately allow for true data stewardship and value recognition. This effort required extensive domain knowledge and subject matter expertise not just in design but also in execution. Our next phase was to set up a data dictionary to ensure all data terms and elements were mapped correctly.

The Result

End To End Process

This was a collaborative effort, which resulted in a defined data governance process still being used today. This effort created the initial framework, which in turn, created substantial value across the enterprise and the guest experience. These results were delivered on time and under budget, improved guest satisfaction scores, increase in revenue, while also exceeding the Client’s expectations.