Global travel retail has changed, especially at airports. Passengers are more informed than ever, have more purchasing options and expect comprehensive services. They make approximately 70 percent of their buying decisions in advance; only 30 percent are impulse purchases. At the same time, the number of passengers is growing – with customer engagement and conversion taking a sharp downturn.
Changed decision-making processes require digital optimization of the entire Customer Travel Experience
Airports must therefore digitalize their business model, or run the risk of losing control over their retail business and competitive advantage. By creating a digital marketplace, airports can offer their customers personalized products and services, thus optimizing the customer travel experience.
