August 18, 2025
City Cruises Charts a Smoother Digital Journey with Medallia
City Cruises, part of Hornblower Group, has partnered with Medallia to improve how guests book and experience its dining and sightseeing cruises. The collaboration focuses on reducing friction across digital touchpoints by capturing real-time feedback and analytics from users online.
The move is designed to help City Cruises identify what keeps customers engaged and where frustrations occur, particularly in search, discovery, and checkout. With Medallia’s digital feedback tools and experience analytics, the company can track satisfaction over time, detect recurring issues, and connect customer sentiment with business outcomes such as conversion rates and revenue.
Kacy Roseberry, Vice President of E-Commerce and CRM at Hornblower Group, said: “Initial digital engagement plays a vital role in shaping the tone for customers’ onboard experiences, whether that’s celebrating a special occasion, exploring iconic landmarks or enjoying a once-in-a-lifetime concert opportunity. Partnering with Medallia will enable City Cruises to listen to and act upon the voices of our users, elevating decision-making processes and ensuring the best possible interaction every time.”
Insights from the platform will inform a range of improvements, including website navigation, self-service tools, and communication strategies. They will also support Hornblower Group’s broader digital plans by shaping more customised websites across its portfolio, which spans ferry services, walking tours, and hospitality experiences in over 50 U.S. cities and 10 countries.
Through the combination of guest feedback and advanced analytics, City Cruises aims to strengthen loyalty and drive growth while setting a new standard for hospitality on the water.
Earlier this year, UK retailer New Look partnered with Medallia to improve how it captures and acts on customer feedback from its stores, website, app, and contact centre.
