Agenda & Speakers

Inside Carnival’s Quest to Empower Employees and Improve CX in the High-Touch Cruise Industry

One challenge of creating an empowered workforce is ensuring that every employee is aware of the impact their role has on the overall customer experience. This was the challenge faced by Carnival Cruise Line, whose unique vertical allows them an opportunity to create an exceptionally high-tough experience through frontline employees. In order to further engage these employees, the company empowered all departments, across all levels, to connect with customers in an effort to make their impact more easily felt. In one instance, for example, a member of one ship’s laundry team sent a personal note back with the guest’s dry cleaning, making the cruise experience that much more personal and hospitable.
Join Christine Duffy, President of Carnival Cruise Line, for a compelling session about how to best engage and empower employees at all levels, and show all team members the impact that their role plays in making the guest experience as powerful as possible.
Key Takeaways:
- How to best empower employees at all levels of an organization
- The importance of showing team members their value in the overall customer experience equation
- Ways in which Carnival has incorporated its brand promise into every guest interaction


Christine Duffy, President, Carnival Cruise Line

Christine Duffy began serving as president of Carnival Cruise Line in February 2015 after spending four years as president and CEO of the Cruise Lines International Association (CLIA), the trade association representing the $120 billion global cruise industry. 

At the helm of the world’s largest and most popular cruise line, Duffy oversees 40,000 employees and a fleet of 25 cruise ships expected to carry 5 million passengers this year from homeports in North America, Europe and Australia to destinations in Alaska, Australia, The Bahamas, Bermuda, Canada, the Caribbean, Europe, Hawaii, Mexican Riviera, New England, New Zealand and the Pacific Islands. Carnival has four new ships scheduled for delivery over the next six years. The 133,500-ton Carnival Horizon, is currently under construction and set to debut in Spring 2018, and an as-yet-unnamed sister ship in 2019. Additionally, two new 180,000-ton Carnival ships, which will be the first in North America to be fueled by Liquefied Natural Gas, the world’s cleanest burning fossil fuel, are scheduled to enter service in 2020 and 2022.

Prior to CLIA, Duffy spent 10 years at Maritz Travel Company, the world’s largest corporate meeting, events and incentive travel company where she served six years as president and CEO, managing a business with more than $600 million in revenue.  In this capacity Duffy worked directly with a variety of Fortune 500 corporations in the automotive, pharmaceutical, financial services and technology sectors.

She serves on the executive committee of the U.S. Travel Association, along with the Professional Advisory Board of St. Jude Children’s Research Hospital. Duffy has been a strong supporter of women’s leadership in the travel industry, leading initiatives that delivered research and programs to help women in the industry advance in their careers.  She was recognized by Moves Magazine as a 2016 Power Women recipient for her work in serving as a role model for future generations of young women. Duffy is also a member of The Committee of 200, an organization of the world’s most successful women business leaders that supports, celebrates and advances women's leadership.

In 2007, she was inducted into the Convention Industry Council Hall of Leaders. She was recently honored by the United States Coast Guard which recognized Duffy for her longstanding support of the USCG, both during her time at Carnival and in her position as president and CEO of CLIA.

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