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How BI & travel data can be used for compelling customer experience in travel retail - fireside chat (4/5)

November 01, 2017
About the author Christian HolzschuhChristian Holzschuh
Online Marketing

When and where are the high-spending groups coming to the airports? What kinds of products do they want? Customer understanding and forecasting is a big issue for travel retailers, explains Peter Mohn, CEO and owner of m1ndset, and Kian Gould, CEO and founder of AOE.

The m1ndset business intelligence service (B1S) data measures attitudes and behaviors of travellers at airports around the world. This data can help airports and travel retailers a great deal in finding out the needs and interests of passengers and what is missing in retailers’ portfolios to meet the needs of different target audiences.

Combined with travel data, retailers can precisely meet these needs and interests – and travelers love it, as they see it as a positive customer experience. For a complete Omnichannel experience, this data should be used for both online and offline campaigns in the same measure.

Kian Gould

Kian Gould

Founder and CEO / AOE
Online Shopping is very much about convenience. To create customer engagement, retailers need to create a compelling omnichannel customer experience that is convenient and really benefits people."


How airlines can regain trust, loyalty and revenue by taking control of the digital customer journey.

December’s World Aviation Festival in London was a great opportunity to bring the industry together and, although attendance was inevitably lower than normal, there was a strong conference program that carried a mood of guarded optimism. Best of all, I was delighted to see just how strongly the focus was on real action to drive ancillary revenue and recovery.  Much of 2021 has been spent waiting for a recovery to be established and many airlines have understandably been hesitant (or unable) to commit to new investment or major change in their customer operations. The long hoped-for recovery has been impossible to forecast accurately and many airlines opted to simply ‘hunker down’ and wait until a clearer path can be seen through the storm. That strategy carries deep risks. We now face a new phase of crisis as Omicron sadly develops its global presence but the fact is that the world will continue to turn, people will continue to travel, the crisis will eventually recede, and traffic will return. Airlines need to be preparing right now to create the customer experience that the recovery will demand.  Yes, the picture of how the 2022 travel market will look in recovery is still blurred right now - but the key point is that we do already know exactly what the returning customer looks like and what they want. We have a clear understanding of the experience they want - and we have the digital tools to deliver that experience.