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.
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.
In the video interview series about the future of airports and travel retail, Peter Mohn (CEO m1ndset) and Kian Gould (Founder and CEO of AOE) discuss how consumer behavior changes in the travel industry and how airports and the travel retail industry can benefit from digitalization.
OM³ is a unique, modular toolset of pre-integrated omni-channel functionalities, services and infrastructures. It enables a tailor-made selection of functionalities according to airport-specific business requirements.
The unique solution offers passengers a variety of convenient ways to plan their trip, use real-time travel information during their trip, to shop online and offline at the airport, and access to airport services. Passengers can check and shop for products before they travel or during stopovers and waiting times.