Francis Riley to join top professionals at the ultimate exhibition for the Customer Engagement Industry

PARTNERSHIP ON THE HIGH SEAS: Francis Riley on how Margaritaville at Sea emerged from the pandemic, delivering value to its Customers and growing exponentially when collaborating with the ideal BPO.

Las Vegas Convention Center, April 2023. – World Connection will be well-represented at the 2023 Call & Contact Center Expo in Las Vegas!

Francis Riley, Chief Commercial Officer at Margaritaville at Sea, will be a speaker at the event and lead attendees on a voyage of wonder showcasing a crucial partnership on the high seas (Bahamas Cruise Line and Margaritaville) and how they emerged from the pandemic delivering true value to its Customers and growing exponentially when collaborating with the ideal BPO.

Europe’s leading customer engagement event will take place April 26th & 27th at the Las Vegas Convention Center. Hosting more than 3,000 participants and guests, and over 300 suppliers, the Call & Contact Center Expo US provides unparalleled coverage to companies, organizations and professionals that work within the customer engagement, IT, and telecommunications industries.

This event aims to inspire, promote and demonstrate the latest tools, products and solutions for customer experience and support as well as advancements and strategies in telecommunications, blockchain, cyber and smart security solutions, and many other key factors in managing a call center or customer engagement business or department. 

It is the ideal place for sourcing products & services, networking and finding the advice, methods, and technology for every part of customer support; whether it be CRM Systems, Communications Hardware, Furniture & Logistics, Training, Integrated Software, IT Management, Mobile Technology or beyond.

Riley and other industry-leading speakers sharing concentrated and efficient market research and experiences will advise ambitious visitors on how to acquire the leverage to surpass previous customer engagement expectations and revolutionize their business communication methods to achieve the next level of cutting-edge customer support and service.

Working Together to Develop an Ideal Position

Margaritaville at Sea maximized a collaboration with the ideal BPO to deliver value to its clients and managed to increase sales through bold decisions that propelled the company into a new level of revenue and exponential growth.  “When you put someone on that ship, you know they’re going to have a fabulous experience, and they’ll probably be customers for life,” said Riley. 

The experience complements an unmatched, personalized approach to guest service from start to finish via valet service and exclusive cruise terminals for smoother embarkation and disembarkation. It’s the perfect partnership in paradise.  “We are incredibly proud of what we’ve built at Bahamas Paradise Cruise Line and […] we’re excited about this next phase of our evolution, rebranding as Margaritaville at Sea.” – Oneil Khosa, CEO of Bahamas Paradise Cruise Line and Margaritaville at Sea.

Proudly focusing on their loyal customers and trade partners, the creation of a collaborative concept adds a different dimension to the cruising industry, while appealing to a new audience of travelers.  Born in the middle of the pandemic, Margaritaville at Sea offers a unique offshore resort experience full of fun, escapism, and state of mind synonymous with the global lifestyle brand, featuring gourmet food and beverage options, onboard leisure activities and entertainment, pools, a retail shop, and much more en route to a beautiful destination in Grand Bahama Island. Learn more.


Francis Riley, CCO

Francis Riley joined Bahamas Paradise Cruise Line (now relaunched in May 2022 as Margaritaville at Sea) in March 2019, initially with a remit to develop the trade distribution channels. In June, Riley added marketing, revenue management and the call center to his responsibilities and reports directly into the CEO.

Prior to joining Bahamas Paradise Cruise Line, Riley spent a year as Senior Vice President Sales, The Americas, for Traveltek, a global travel technology provider and was responsible for building the US Sales team and acquiring new business for the UK domiciled organization. Before leaving Norwegian Cruise Line in 2017, (having previously worked for the company from 2004 to 2008) as Senior Vice President International Sales, Marketing & Operations, Riley held senior leadership role within the organization overseeing international sales, operations, passenger services and marketing for Europe Middle East and Africa, as well as overseeing Norwegian’s UK office in Southampton and their Continental European offices in Wiesbaden and Malta.

In addition, Riley was responsible for NCL’s International consumer marketing centralized in Miami that covered Latin America, China, Asia and Australia. Prior to rejoining Norwegian in 2010, Riley was responsible for cruise development at Tourico Holidays. He previously worked for Norwegian in the United Kingdom, having joined in 2004 and was appointed Managing Director of the then company’s London office in June 2006.

Riley relocated to Miami in October 2007 to oversee Norwegian’s international business development before returning to Europe in 2011 where he was based out of the Continental European office in Wiesbaden overseeing both the European & MEA business as well as NCL’s International markets across Asia Pacific and Latin America. Riley relocated back to Miami in 2015 to take up his Senior Vice President role.

Riley began his career in the UK with Thomas Cook in a variety of roles including travel consultant, reservations, sales, marketing and commercial relations before joining British Airways’ Air Miles Travel Company (AVIOS), where he spent five years directing Air Miles supplier agreements. He also worked in the loyalty marketing sector with Nectar, the UK’s largest loyalty program.

Riley is originally from the United Kingdom, spending the majority of his time based and working in London before moving to Miami in October 2007. He received aBTEC HND in Travel & Tourism from Durham University in the UK.


About Margaritaville at Sea

Margaritaville at Sea is a floating island vacation at sea that brings together the brand’s iconic hospitality and resort experiences with the ability to escape and see the world. The inaugural ship, Margaritaville Paradise, features 658 casual-luxe cabins with nautical details and colors influenced by the sea, sand, and sky. Amenities include several dining venues, pools, entertainment programming, retail stores, a St. Somewhere Spa, Fins Up! Fitness Center, and more. In addition to Margaritaville at Sea, Margaritaville features over 25 hotels and resorts, two gaming properties, RV resorts, and over 60 food and beverage venues – as well as real estate communities, vacation clubs, and consumer lifestyle products. To learn about Margaritaville at Sea, visit


About World Connection

World Connection is a progressive, bi-lingual contact center and BPO with centers in the United States and Latin America.  Learn more.


About The Call and Contact Center Expo USA

The Call & Contact Center Expo US is one of the leading customer engagement and business intelligence events. It presents marketing opportunities for high quality and engaging content that is designed to promote the products and services that will be exhibited directly at the event, especially sponsors and speakers.

Event location:
South Hall 3 Level Two
Las Vegas Convention Center
3150 Paradise Road
Las Vegas, NV 89109
For directions & safety measures, click here.

Show Dates and Hours: 
Wednesday, April 26th, 2023 from 10AM to 5PM
Thursday, April 27th, 2023 from 10AM to 4PM

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