Reimagine the travel experience

– a retail-inspired reset

Missed our live session? Watch the recording now!

Today’s traveler expects more than just transportation — they expect a seamless, personalized, experience.

But while leading retail brands are setting new standards with dynamic, data-driven customer experiences, the travel industry often struggles to keep pace.

In this insightful session, we explored how the aviation sector can leverage retail strategies to bridge this growing experience gap. We moved beyond theory, diving into real-world examples to illustrate what it takes to deliver truly modern, customer-centric travel experiences.

From hyper-personalized engagement and reimagined loyalty programs to dynamic pricing models, we examined the critical shifts needed to compete in an environment where customer expectations are shaped by best-in-class retail interactions, not just past flights.

What we covered:

• Key lessons from retail in personalization, loyalty, and dynamic pricing for aviation
• How to move beyond data collection to achieve true data maturity and unlock meaningful CX
• The core challenges hindering customer-centricity in airlines
• Strategies for building loyalty that fosters emotional engagement and long-term value
• Why a transition from operational excellence to experience excellence is essential for the future of travel

Presented by our experts:

• Chris Ford, Tech Director for Retail, Consumer Goods, Travel and Transport 
• Sanjeev Athreya, Head of Retail & Commerce Practice 
• Joan Valduvieco, Principal Consultant