Virgin Voyages simplifies complex customer journeys with relevant, real-time messaging

How Cordial has helped Virgin Voyages save 1,000+ hours per year building campaign orchestrations, compared to their legacy ESP.

Virgin Voyages - Scarlet Lady
Virgin Voyages

Virgin Voyages is a lifestyle travel brand focused on delivering irresistible cruise vacations.

Virgin Voyages
Key Channels Used
Email Mobile App SMS

Delivering epic vacations at sea, the Virgin Voyages fleet sails to 100+ of the world’s most incredible destinations with 50+ unique itineraries across four continents. Providing Virgin Voyages sailors with the most stress-free and personal experience is key to their overall enjoyment — and increases the likelihood of repeat voyages.

The challenge

The customer journey in the travel industry is unique, requiring infinite combinations of messaging for each guest through every stage of their journey. And this high demand for personalization is especially true for Virgin Voyages, as there are complex journeys for all cruise-goers, from pre-booking all the way through the post-travel experience.

The solution

With various messaging needs and an expanding brand — including an uptick in new ship launches — Virgin Voyages set out to find a new cross-channel messaging partner with a few key capabilities in mind: first, the ability to create limitless combinations of messages for each guest’s individual needs, and second, the ability to store and easily access vast amounts of data in real time. Above all, Virgin Voyages needed a partner that could ensure timely messaging and brand consistency across all communications and channelsAnd they found Cordial.

Now, with Cordial as their partner of choice, the Virgin Voyages team can easily use all of their data to build campaign orchestrations that trigger relevant, personalized messages to each guest, right when they need it most. Plus, Virgin Voyages loves the ease of use of the Cordial platform in comparison to their legacy ESP. Their team has been able to simplify very complex journeys and build campaign orchestrations around the booking experience for pre-cruise, day-of, and on-ship messages including:

  • Travel requirements
  • Packing lists
  • Boarding details
  • Customized booking excursions
  • Onboard dinner reservations and bar packages
Virgin Voyages - Messaging Examples
The result

Partnering with Cordial has given Virgin Voyages a data-focused, user-friendly platform that streamlines their online booking process and easily scales with their business. One of the biggest improvements Virgin Voyages has seen from the partnership is a simplified, more effective process, which is invaluable for a small but mighty team that has a high volume of campaigns running at all times.

The ease of making data actionable in Cordial has saved Virgin Voyages over 20 hours per week when it comes to building campaign orchestrations. That’s an extra 1,000 hours per year they didn’t get with their previous ESP — time they can put toward other high-impact marketing initiatives.

Virgin Voyages logo on ship
"In the past, we had a “one size fits all” campaign. Now with Cordial, all channels across our business utilize the same messaging strategy with personalization catered to their audience."

Liza Herth, Email, SMS & Direct Marketing Manager

Learn more in our webinar

Check out our latest webinar hosted by Adweek to see how Virgin Voyages, along with Eddie Bauer and Jerome’s Furniture, is using email, SMS, and mobile push in exciting new ways to skyrocket their engagement.