BLINDSPOT - How Princess Cruises unlocked $120M of Incremental Revenue using Contact Center signal

About this session

Every vendor in this building will tell you to automate your easy contacts, and they are right, but almost nobody is talking about what happens next: when AI absorbs the simple calls, every conversation left in the human queue is harder, longer, and higher-stakes than the one before it. I will show what we found when we read millions of real guest conversations at Princess Cruises, including the calls that most deflection strategies in this room would have thrown away, and what happened when we handed those conversations back to humans with better information in the moment. That work has driven $120 million in revenue, and I will walk through how it was measured, not just what it added up to. I will be joined on stage by the Princess operator who lived it, including the parts we got wrong. You will leave knowing how to see what is actually inside your call volume, which contacts are genuinely safe to automate, which ones are quietly worth eight figures, and how to prepare the people who inherit everything else. The talk includes a live demo, not a slide of one.