Abby Hugglestone

Director, Contact Centre Norwegian Cruise Line Holdings

Summit Day One - Tuesday, 6th October 2026 [CET]

11:20 Presentation: The Next Frontier in AI: Creating Business Value Through Customer Intelligence

For years, Norwegian Cruise Lines Holdings (NCHL) grew consumer sales the same way everyone did - they focused on generating more leads and hiring more headcount. However, in the ultra-luxury market, neither scales indefinitely. Abby Hugglestone, Director Contact Centre at NCLH, discusses with Alan Ranger of Cresta how the team transformed revenue growth by mining thousands of guest and travel-advisor conversations for insight, then pushing that insight back to the advisors on the frontline in real time.

Learning Objectives

Structure a defensible AI pilot and connect conversation data to commercial outcomes
Convert insight into agent behaviour change and redesign the coaching motion
Identify the stakeholders that actually unblock scale

Key Takeaways

Financial results define what 'success' means, and service insight pays for itself operationally
Insight has to change behaviour, not just inform it - coaching changed more than selling did
AI transformation is a people and alignment project, with the human staying central

Check out the incredible speaker line-up to see who will be joining Abby.

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