Poppulo Impact Award: Michael McKay Recognized for Driving Digital Signage Excellence at Norwegian Cruise Line

Michael McKay, Director of New Build Innovation Technology at Norwegian Cruise Line Holdings, has been honored with the Poppulo Impact Award for his outstanding leadership in transforming the guest experience with an innovative fleet-wide digital signage network.

Michael's visionary approach has redefined how Norwegian Cruise Line (NCL) engages with its passengers and staff, creating a more informed, connected, and satisfying cruise experience.

Key Achievements Under Michael's Leadership

1. Fleet-Wide Digital Transformation: For over six years, Michael has been integral to the success of NCL’s 2,900-screen digital signage network. And in 2022, Michael led the migration to Poppulo's cloud-based platform. This massive undertaking, spanning 20 ships, has revolutionized onboard communication and guest interaction.
2. Enhanced Guest Experience: Under Michael's guidance, NCL improved multiple aspects of its passenger-facing digital signage—with 200+ signs on each ship, delivering everything from wayfinding and entertainment information to enabling guests to reserve excursions, dining, and entertainment directly on the signs.
3. Operational Efficiency: Michael's strategy led to a remarkable 75% reduction in time spent on fleet-wide template and content updates, freeing up valuable resources and allowing crew members to focus more on direct guest interactions.
4. Booking Generation: NCL’s fleet-wide digital signage network has become a key experience booking driver, with approximately 40% of onboard reservations for dining, entertainment, and excursions made directly through the digital signs.
5. Seamless Integration and Automation: Michael oversaw the integration of the digital signage system with NCL's property management system, enabling real-time updates and automated content management, ensuring guests always have access to the most relevant and up-to-date information. Additionally, Michael’s team leverages Poppulo’s takeover functionality to ensure guests have access to critical information at exactly the right time. Of these takeovers, the most common include information about assembly stations, gangway locations, and time-specific promotions.

Michael's work at NCL exemplifies how digital signage can be a strategic asset in the cruise industry—enhancing guest satisfaction, driving revenue, and supporting operational excellence. After accepting the award, Michael stated, "On behalf of the entire NCL team, I am honored to receive the Poppulo Impact Award. It has been a fulfilling journey to evolve and enhance NCL’s onboard digital signage and improve our guests’ experience. Our partnership with Poppulo has been instrumental in bringing our vision for a fleet-wide digital signage network to life. We've already made significant strides in enhancing our guest experience, and I'm excited about the future innovations we have planned."

Ruth Fornell, CEO of Poppulo, commended Michael's achievements, stating, "Michael's work at Norwegian Cruise Line is simply incredible—from the scale of the network, all the way down to the strategic use of each sign in NCL’s fleet—delivering value for NCL’s guests and for the business itself. His strategic vision and execution set NCL’s onboard communications apart, while at the same time raising the bar for the entire cruise industry.”

Read the full case study to learn more about how Norwegian Cruise Line is revolutionizing the cruise experience with digital signage.

About the Poppulo Impact Awards: The Poppulo Impact Awards celebrate individuals and organizations that demonstrate excellence in utilizing digital signage to drive value within their companies. This program recognizes innovators who leverage Poppulo's solutions to achieve significant results and set new standards in their respective fields.