About Cathy Tobin
SDGC18 Keynote Speaker
Cathy’s interest in Service Design
Virgin Voyages is on a mission to create the world’s most irresistible travel brand. With the cruise industry’s exceptional reputation for service, they are modernizing their approach by throwing away the scripts and focusing on instilling confidence, building listening skills, and harnessing technology that will help the crew to intuitively serve sailors. With less “yes sir” and more “hello there,” they are looking to empower their crew to utilize a less formal but genuine approach to service corner stoned by personal attention. So how are they going to accomplish this with so many people from all corners of the globe, coming aboard the Scarlet Lady just a few months before she sets sail?