This session reveals how DFW went from a static customer journey map on the wall to a living, unified passenger journey that marks the beginning of a new era. Learn how disparate data sources – flight schedules, TSA wait times, parking reservations, wayfinding, and more – were integrated into personalized, AI-powered itineraries that reduce passenger anxiety and drive ancillary exposure. Discover the practical roadmap for moving beyond journey mapping exercises to delivering seamless digital experiences that passengers can use, without requiring app downloads.

• Personalized airport journey and AI trip planning
• Learn how to improve customer intelligence
• Elevate commercial exposure
• Reduce passenger anxiety and cognitive load to increase spend
• Gain a practical roadmap and best practices for airports seeking to move beyond journey mapping into operationalized digital transformation