Reimagine the travel experience

– a retail-inspired reset

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.

Join us for an insightful session exploring how the aviation sector can leverage retail strategies to bridge this growing experience gap. We'll move 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'll examine 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 you'll learn:

• 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

Join our experts:

• Chris Ford, Tech Director for Retail, Consumer Goods, Travel and Transport at Thoughtworks
• Sanjeev Athreya, Head of Retail & Commerce Practice at Thoughtworks