CTO News

Curiosity: The Missing Link in Transforming the Guest Experience

From scripted service to unforgettable connection—powered by curiosity

I remember standing at a port, watching two experiences unfold at the same time.

Same destination. Same tour. Same timing.

But completely different energy.

In one group, the guide delivered the script—facts, timings, checkpoints. It was smooth, efficient… and forgettable.

In the other, something shifted.

The guide paused, looked at the guests, and asked,

“Where are you visiting from—and what do you love when you travel?”

Suddenly, everything changed.

The stories became more personal. The stops felt intentional. The guests leaned in, laughed more, connected deeper.

That’s curiosity in action.

And it’s not just a feeling—it’s backed by data. Research from Deloitte shows that organizations that foster curiosity see up to 20% higher performance. Insights shared by Harvard Business Review also highlight that curiosity strengthens connection and improves decision-making in real time.

In our tourism, that matters.

Because no two guests are the same.

And the best experiences aren’t delivered—they’re discovered.

Curiosity is the driver who shares a local secret.

The team member who notices hesitation and adapts.

The guide who turns a tour into a story guests will tell long after they leave.

I always say: “Curiosity is where the magic lives—it’s how we turn moments into epic memories.”

And when we lean into it?

We don’t just meet expectations.

We create something guests carry with them, long after the journey ends.

When curiosity becomes part of your culture, your teams don’t just deliver—they connect. They don’t just provide service—they create moments that travel far beyond the destination.

Claudine Pohl

Claudine Pohl is the Founder & CEO of Lemoneight, the cruise industry’s first accredited training center, delivering high-energy, interactive, and fun guest experience training powered by curiosity—creating memorable, story-driven moments across 5 continents—while serving on the Caribbean Tourism Organization’s Allied Board of Directors and as a Social Engagement Partner for Seatrade Cruise Global.

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