What are the challenges in Travel Retail? How can airports, travel retailers and airlines respond to changing customer behavior? And what role does E-Commerce play in airports' new business models? Kian Gould, CEO and founder of AOE, answers these and other questions in an interview with Peter Marshall.
The two industry professionals took the TFWA Summit in Cannes as an opportunity to discuss the most important trends and topics in the travel retail industry. In the three-part interview, Kian explains the beginnings of the OM³ Platform, which first went live worldwide at Frankfurt Airport, and explains the different business models and USPs at Frankfurt, Auckland International Airport and London Heathrow.
In this first part, you can also find out how to measure the success of digitalization strategies and Omnichannel platforms, why and how online and offline commerce support each other and how digital solutions improve the customer journey. A transcript is also available for download.
In their three-part video interview, Peter Marshall of Marshall Arts International, and Kian Gould, CEO of AOE, discuss challenges that airports and the travel retail industry are facing. Learn about different approaches to these challenges and find out how Frankfurt Airport, London Heathrow and Auckland International are digitalizing their business cases to optimize the customer experience and create new non-aviation revenue streams.
Do you want to know what the other two factors for measuring success of travel retail commerce platforms are? Interested in finding out how the USPs of each airport influence their respective non-aviation revenue business models? And, most importantly, how do these platforms impact spend per head? Read the entire transcript of Part I below for answers to these – and other – questions.
In parts 2 and 3 of the video, Kian Gould explains, among other things, which USP airports have when it comes to E-Commerce. You will also learn why airports underestimate the cost of implementing E-Commerce solutions and why mass-market products cannot solve E-Commerce problems at airports: