How Royal Caribbean Personalized the Customer Experience

Royal Caribbean Cruises made a splash last fall with the launch of a new ship, Quantum of the Seas, which is equipped with tablets for check-in, RFID wristbands for guests, a robotic bartender and a "viewing capsule" that lifts passengers 300 feet above sea level.The vessel, which Royal Caribbean calls a "smartship," is intended to wow would-be passengers with an array of onboard technologies. The second-largest cruise line in the world also deployed state-of-the-art IT systems behind the sce