19 | International Cruise & Excursions (ICE)

International Cruise & Excursions (ICE)
2019 sales: $1.09 billion
Employees: 2,415
Previous ranking: 20

7720 N. Dobson Road
Scottsdale, AZ 85256
T (602) 749-2100
Website

Executives

CEO: Mike Nelson
CFO: Brian Fontana
CHIEF STRATEGY OFFICER: Ross Crowder
CHIEF SERVICE DELIVERY OFFICER: Travis Markel
CHIEF HUMAN RESOURCES OFFICER: Guido De Koning
CHIEF DIGITAL OFFICER: Jeff Zotara
CHIEF INFORMATION OFFICER: Don Buckelew
CHIEF PRODUCT OFFICER: Mark Garczewski
CHIEF TECHNOLOGY OFFICER/DATA PROTECTION OFFICER: Brandon Heess

2019 Developments

Acquired We Make People Happy (WMPH), a Delray Beach, Fla.-based international travel agency specializing in cruise and resort vacations. WMPH developed Cruise Finder for iCruise.com, comprising a cruise vacation-planning website and mobile app.

The Corporate Social Responsibility program encouraged employees to volunteer, fundraise and contribute to four charities while at the office. In 2019, employees donated $483,519 to the four designated charities: A New Leaf, PACC911, Operation Comfort Warriors and Christel House.

New full-service call resolution (FCR) concept enabled ICE to measure and understand first call resolution. Addressed issues that prevented one-stop shopping for clients, like unnecessary transfers, servicing issues and negative brand sentiment. Solutions included training, product and empowerment.  

Continued expansion of international service delivery capabilities to better optimize coverage, cost and service, including operations in seven countries.

Launched alliance with a large Latin America travel brand to provide a new Latin America Loyalty Program. This new program delivers an online cruise platform for the brand.

Company Facts

An international leisure travel and lifestyle organization with a global network of corporate, leisure and affinity-based alliance partners.

Works with 35 independent contractors.

ARC sales of $31.4 million.

100% of sales from leisure.

In addition to WMPH, also owns travel and technology company SOR Technology.

Subsidiary; majority shareholder is 3i, a London-based international investment company.

Looking Ahead

Launching iCruise Rewards, an industry-first membership program geared toward retail cruise consumers that provides content-rich resources, insights and travel planning assistance for cruise vacations.

Enhancing platforms with a focus on mobile experiences and additional customer channels of choice.

Further integration of technology and supply channels to include newly acquired WMPH.

Supporting the larger goal to optimize a direct-to-consumer business model, creating steps toward a more customer-centric and valuable set of membership products.

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