If you attended Customer Response Summit (CRS), you heard firsthand in harpin AI’s session with Princess Cruises how data quality is the #1 roadblock to great customer experiences.
The discussion highlighted a critical challenge: when customer data is fragmented, outdated, or inconsistent, CX teams struggle to deliver seamless interactions. One of the biggest takeaways? Your customer experience is only as good as the data behind it.
- Call center agents face incomplete or conflicting customer profiles, leading to long handle times, frustrated customers, and unnecessary discounts to smooth over bad experiences.
- AI-powered automation falls short when it’s fed incorrect data, causing chatbots and self-service portals to deliver irrelevant or misleading responses.
- Loyalty programs and marketing campaigns miss their mark because duplicate or outdated records prevent brands from recognizing their best customers.
But as Princess Cruises showed, fixing data issues isn’t just about avoiding frustration—it’s also about unlocking millions in ROI.
How Princess Cruises Transformed Their Guest Experience
One of the most compelling stories at CRS came from Princess Cruises, a brand known for delivering world-class guest experiences. However, behind the scenes, disconnected systems and messy data were creating major CX challenges:
- Call center agents struggled to pull up complete guest profiles, leading to longer call times and inconsistent service.
- Outdated or duplicate records made it difficult to recognize loyal guests, impacting upsell opportunities.
- Manual data clean-up processes were time-consuming and costly.
By implementing harpin AI, Princess Cruises achieved:
- Faster, more efficient customer service—agents could instantly access accurate guest profiles.
- Increased revenue opportunities—loyal guests were correctly identified and engaged with relevant offers.
- Significant cost savings—by eliminating the need for manual data reconciliation, freeing up resources for higher-value tasks.
And the best part? They didn’t have to replace their existing CRM, CDP, or other systems. harpin AI seamlessly integrated into their tech stack, enhancing every tool they already had.
Fix Your Data. Fix Your Customer Experience.
If bad data is holding your CX team back, AI and automation alone won’t fix it—they can only work as well as the information they’re given. That’s why harpin AI goes beyond data storage to observe, resolve, answer, and activate customer data:
Observe: Data issues don’t announce themselves—but they’re undermining CX behind the scenes. Observe continuously scans customer, transaction, and asset data, pinpointing inconsistencies, gaps, and anomalies before they cause problems. It’s more than just error detection—teams get real-time insights into data health, automated alerts, and performance tracking, all within the tools they already use. Instead of waiting until bad data impacts customer experience, brands can stay ahead of issues and optimize their operations proactively.
Resolve: Storing data isn’t the same as fixing it. CRMs, CDPs, and data warehouses might hold valuable customer information, but they won’t untangle duplicate records, reconcile mismatched identities, or update outdated details on their own. And when data is unreliable, the impact is huge:
- Call centers struggle with fragmented customer profiles, dragging out resolution times.
- Marketing teams waste spend on campaigns aimed at the wrong people.
- Loyalty programs fail to engage VIP customers because their profiles are incomplete.
Resolve connects and corrects data across systems in real time, ensuring every system—whether it’s for CX, automation, or analytics—runs on clean, trusted information.
Answer: When you need to make a business decision, you don’t have time to dig through dashboards. Answers lets teams ask direct questions—like “Which customers churned after a product change?” or “Where are we losing the most revenue?”—and get an immediate, clear response. No SQL, no waiting on analysts—just fast, actionable insights that help drive better decisions.
Activate: Once data is normalized and insights are unlocked, the next step is making it work where it matters. harpin AI embeds trusted data into existing systems, ensuring that automation, analytics, and AI tools actually perform as expected. That means:
- AI-powered chatbots and virtual assistants operate on accurate customer details.
- Embedded insights flow seamlessly into Slack, Teams, and other collaboration tools.
- Proactive monitoring surfaces potential data risks before they create CX headaches.
- Seamless integrations ensure CRM, CDP, and automation tools work together without disruption.
With harpin AI, businesses can:
- Deliver faster, more personalized service by ensuring agents and AI have the right customer information at their fingertips.
- Maximize AI-driven automation ROI by eliminating data inconsistencies that cause errors.
- Boost revenue from loyalty and marketing programs by accurately recognizing and rewarding customers.
- Reduce operational costs by eliminating inefficient manual data reconciliation.
It’s not about adding more technology—it’s about making existing investments actually work.
Want to see how better customer data can transform your CX? Schedule a meeting with a harpin AI expert to discuss your challenges and explore solutions.
Contributed blog post written by harpin AI.
