Run the model on your numbers.
Put three numbers from your own funnel into the same arithmetic as the Executive Cut and see the shape of the conversation.
The three-number model
Every assumption is a slider you control.
Your assumptions, not mine
Defaults are illustrative. Set each to your own view.
400
incremental bookings per year, at your uplift
£4.8M
incremental first-booking revenue per year
£720K
further rebooking revenue, at your repeat rate
Arithmetic only: your enquiries × your uplift × your booking value. Ancillaries, group multiplication, advocacy and service-cost effects are left out. Modelled, not promised.
Send your three numbers → twenty minutes On WhatsApp Business +973 36047110, or WhatsApp +44 7916 125344
One ship, ninety days
One itinerary, one channel set, one team, alongside the platforms you already have.
Days 1–15
Discovery & the data contract
Map which of the ten moments below your stack can already feed. Output: a signed integration contract and a baseline of today's funnel.
Days 16–45
One itinerary, in shadow
Configure the orchestration on the vendors you own. No rip-and-replace. Output: the model live in shadow, answering real enquiries with humans approving.
Days 46–90
Live, measured, gated
Guest-facing on the pilot itinerary, with weekly reads against the baseline. Output: your numbers, not modelled ones, and a board-ready read on whether to scale, adjust or stop.
Three gates: day 15, no signed data contract means it stops; day 45, shadow answers that do not beat the baseline are fixed or it stops; day 90, scale only what the numbers earned.
The integration contract
Ten guest moments from the film, and what each needs from your stack.
Moment in the film
What must arrive, live
Where it lives today
01
Recognised on any of six channelsone thread, however she arrives
Needs, live
Guest identity resolved across channels; consent flags; full thread history
Lives in
CRM master record ·
CCaaS identity & routing
02
The ambassador matchJames, briefed before he speaks
Needs, live
Skills, occasion history and availability matched to the guest's context
Lives in
CCaaS routing ·
WFM roster ·
CRM profile
03
A group quote assembled in-threadone group, one conversation
Needs, live
Live cabin inventory, pricing, promotions and hold rules
Lives in
PSS / Seaware · revenue management
04
The callback with contextcontext, not a cold call or a script
Needs, live
Quote state, browsing signals, the last thing the guest said
Lives in
CRM · web analytics /
CDP ·
PSS quote store
05
An allergy declared oncehonoured at every touchpoint after
Needs, live
Consented dietary/medical profile propagated to ship systems
Lives in
CRM master record · shipboard
F&B / ERP sync
06
Booking confirmed inside the threaddeposit to confirmation, no channel switch
Needs, live
Booking creation, payment capture, documents issued back into the conversation
Lives in
PSS / Seaware · payment gateway ·
ERP07
The suite upgrade at the right momentoffered because it fits, not because it's stock
Needs, live
Inventory release, upgrade eligibility, guest value and occasion context
Lives in
PSS inventory ·
CRM propensity & consent
08
Flights and transfers coordinatedthe journey, not just the voyage
Needs, live
PNR detail, schedule changes, transfer windows
Lives in
GDS (Amadeus / Sabre / Travelport) ·
PSS09
Deck 9, night fourthe near-miss caught before it reaches him
Needs, live
Shipboard service events matched to guest profile in seconds; escalation to a named human
Lives in
shipboard
POS / F&B ·
CRM alert bus ·
CCaaS escalation
10
The rebooking signal, months laterGreek Islands, browsed three times
Needs, live
Identified web behaviour, sentiment history, itinerary launch calendar
Lives in
CDP / analytics ·
CRM ·
PSS availability
+
The advisor’s client, agent of record throughoutthe trade lane through every moment above
Needs, live
Agent-of-record flag on every quote, booking and cabin; commission attribution intact through amendments and rebooking; the advisor sees what their client is being sent
Lives in
CRM agency records ·
PSS booking ownership · commission /
ERP
None of this needs a new platform: the vendors you already pay have most of these features today. What is usually missing is the person who can write this contract precisely enough that each platform owner knows what to build, and carry the contact-centre teams with them while it lands. That is the job Alex Mead has led for 20+ years, from 50 to 4,000+ people.
And the gap is real, measured in July 2026: across 24 luxury cruise brands, zero WhatsApp, one conversational AI, one human live chat.
Data governance sits in the same contract. The model reads only what the guest has invited, guest data stays in the brand’s own systems of record, and the policy gates sit with your legal and brand owners from day 15.