Post by Eva Adina Maria Mengoli

In the travel industry, you don’t simply sell a destination, you shape anticipation, emotion and lasting memories. You design moments people will carry with them forever. This is why Customer Experience is not a layer of the business — it is the business. It starts with a clear ambition: building a unified, real-time understanding of the customer and activating it consistently across every interaction. Costa Crociere S.p.A. offers a compelling example of what this transformation looks like in practice, guided by a clear vision to place the guest experience at the center of every decision. By orchestrating data, content and engagement through Adobe #ExperiencePlatform, Costa has moved beyond fragmented campaigns to a truly connected, end-to-end customer journey — delivering tangible impact, including +97% in online conversions. Because in the end, we are not designing journeys — we are shaping moments people will carry with them. And that is what makes an experience truly transformative. Francesco Muglia Giovanna Loi Domenico Alessio Roberto Alberti Corrado Gargiulo Luc Dammann Christian DUPRAT Claire-Louise Green Discover the full story: https://lnkd.in/dq69caBT