Launched in 2015, Virgin Cruises have a vision to create differentiated customer experiences through a unique, disruptor-led approach to the cruise sector. Embracing the advantages of being a start-up in a space where new businesses are rare, Virgin Cruises have been able to start with a blank canvas, and work without being encumbered by legacy systems, process or policies – allowing them, in many ways, to re-imagine what excellence means in terms of customer experience and find a space in an already busy market.

In this 30-minute think-tank, Jamie Douglas – Design and CX Director of Virgin Cruises, and one of the founding members of the organisation – will discuss how to apply an innovation-led disruptor mindset to your customer experience strategy, considering where such an approach can bear fruit, and consider how to embrace this mindset throughout your business.