RCLRoyal Caribbean Cruises Ltd.

“Digital penetration of bookings has more than doubled over that period with most of that growth coming through our app. Monthly active users for the app are 5x higher than 2019 levels, with adoption over 90%, confirming mobile as a way guests increasingly plan and manage their vacation. Today, more than half of onboard revenue is booked before guests ever step on board with the vast majority of those purchases made digitally.”

“that's why we have significantly evolved our digital capabilities, our guests are able to see where they are in their loyalty journey. Our guests are able to engage with us at any point in their dreaming or their vacation journey. And all these things kind of come together to have this kind of commercial apparatus and ecosystem to ultimately get more and more of our guests wrapping inside of our ecosystem.”

“all the investments we've made on AI and other technology that helps curate and engage with our guests are highly effective. And of course, the tools that we have around pricing, et cetera, allows us to kind of meet our guests where they're looking to go and also what they're willing to pay.”

“What differentiates us in this space is not access to tools, but the combination of a deep understanding of our guests, a fully integrated digital ecosystem the ability to deploy these capabilities across a multi-day end-to-end vacation experience and the commitment to excellence and innovation. Our ships are floating cities where we design and operate every guest touch point across numerous activities for a prolonged vacation period. That level of integration creates conditions where disruptive technology and AI enhance our moat in ways that are very difficult to replicate.”

“Disruptive technology and AI have been embedded in our business for years, particularly in the area that require complex real-time decision-making at scale. As these technologies advance rapidly, we are continually discovering new ways to accelerate their integration throughout our ecosystem, making it easier for us to deliver amazing experiences and for guests to keep vacationing with us.”

“And with that also comes yield growth, et cetera. So we're doing that. And then at the same time, we always find ways to do things better. And technology today helps us a lot. And so either it could be through supply chain as an example or other areas that we can just achieve more with these tools. And so we're utilizing those tools and that obviously comes to the benefit of the cost.”

“We are deploying these capabilities in a disciplined manner, measuring performance, reacting to guest feedback and then scaling what works. We are in the early innings. And as we develop the capabilities further, it reinforces a flywheel that compounds over time.”

“We also remain committed to enhancing margins through rigorous cost discipline, continuously identifying efficiencies across operations, by prioritizing spend and utilizing technology and AI without compromising the quality of the guest experience.”

“Our focus is on a unified intelligence layer that delivers seamless, relevant experiences and supports meaningful enhancements throughout the vacation journey from dreaming and booking to onboard experiences and service to post-cruise engagement.”

“we believe we will also be able to serve them better because we know them better and we make sure that we tailor the vacation they need with all the tools we have. So it's kind of part together of the customer lifetime value.”