With Medallia, City Cruises harnesses guest feedback to streamline digital touchpoints and shape the future of hospitality on the water

Medallia, Inc., the global leader in customer and employee experience, today announced a new partnership with City Cruises, the leader in dining and sightseeing cruises worldwide and part of the Hornblower Group. City Cruises is leveraging Medallia to capture real-time insights and feedback from users across its digital channels, empowering data-driven actions to continuously improve the customer experience.

With a long-standing history of expertise and innovation, Hornblower Group has continually redefined the maritime hospitality industry. Hornblower Group’s global portfolio covers over 10 countries, over 50 U.S. cities and serves more than 20 million guests annually, with offerings including dining and sightseeing cruises, land-based experiences (walking and food tours) and ferry and transportation services

Seeking maximum visibility into its guests’ digital friction points, City Cruises chose Medallia for their strong reputation in the CX industry. Utilizing Medallia’s comprehensive digital capabilities to combine digital feedback with Digital Experience Analytics provides City Cruises with an end-to-end understanding of how customers are navigating their journeys online, especially what’s keeping them engaged versus what is causing frustration and lost revenue.

“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,” said Kacy Roseberry, Vice President of E-Commerce and CRM at Hornblower Group. “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.”

Medallia equips City Cruises with the ability to identify friction points in the checkout experience, track user satisfaction over time, and detect patterns in issues. These contextual details will be used to inform website improvements, refine search and discovery opportunities, drive self-service enhancements, shape user communication strategies, and more.

“The work City Cruises is doing with Medallia will not only amplify the voices of their customers, but also empower the team with the right actions and strategy to stay ahead of customers,” said Mark Bishof, CEO of Medallia. “Unifying customer signals and automating insights across the organization will help City Cruises accelerate digital transformation. It will also improve guest satisfaction, driving customer loyalty and lifetime value with the brand.”

As visibility into the guest experience grows, City Cruises will analyze user sentiment shifts on channels, Net Promoter Score (NPS) conversion rates, and changes in revenue to measure and drive success. Through these improvements recognized with Medallia, City Cruises aims to improve customer loyalty while growing revenue. The information gathered from Medallia will also be used to support the strategy and development of more customized websites for Hornblower Group, creating a tailored, tiered product experience for each brand within its extensive portfolio, that includes City Cruises.

For more information about Medallia for Digital Experience, visit: https://www.medallia.com/suite/digital-experience/

About City Cruises

City Cruises offers unforgettable dining, events, sightseeing, and live entertainment cruises across 21 iconic destinations in the U.S., Canada, and the U.K. In partnership with the National Park Service and the Niagara Parks Commission, City Cruises is also the ONLY AUTHORIZED OFFICIAL PROVIDER with exclusive ferry services to the Statue of Liberty National Monument and Ellis Island, Alcatraz Island, and Niagara Falls Canada. City Cruises’ diverse offerings also include private charters, corporate events, weddings, whale watching and sea life tours, water taxis, speedboat rides, and destination ferries. As part of the Hornblower Group’s extensive portfolio of water- and land-based experience and transportation companies, City Cruises has a rich heritage dating back to 1926 with the founding of Boston Harbor Cruises. With a legacy of innovation and expertise, City Cruises sets the standard for excellence in maritime hospitality. For more information, visit citycruises.com.

About Medallia

Medallia is the global leader in customer and employee experience, trusted by the world’s most iconic brands — including 7 of the Fortune 10. Medallia’s AI-driven platform helps enterprise organizations turn billions of feedback signals into clear, prioritized actions. With deep domain expertise, a powerful partner ecosystem, and consistent leadership recognition from top industry analysts, Medallia transforms customer experience into a strategic driver of business growth. Learn more at www.medallia.com.

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“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.” said Kacy Roseberry, Vice President of E-Commerce and CRM