The new age of travel retail: building loyalty through experience
08 Apr 2025
N105
Commercial development – retail, F&B, concessions and experience
The presentation's focus is on innovation and how customer experience can be the key differentiator in the context of travel retail for new generations. This includes the transformation of airport retail – how it’s evolving from transactional to experiential; emotional connection with travelers – the importance of creating memorable moments in a competitive environment; and new generational expectations – how millennials and Gen Z seek authenticity, sustainability and unique experiences.
- The evolution of travel retail at airports
- How to achieve what millennial passengers expect from the shopping experience at airports
- Building customer experience and loyalty
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