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Omnichannel solutions are no longer an option – they are the key to sustainable revenue

May 27, 2019
About the author Christian HolzschuhChristian Holzschuh
Marketing & Communications

“The key to creating new revenue sources is providingan omnichannel commerce experience that satisfies customers’ expectations regarding speed and convenience, while creating an optimal customer journey.”

Kian Gould, AOE founder and Chief Executive Officer, explains details of the downtown tax-free Omnichannel E-Commerce solution running at Auckland International Airport. In an interview with Ross Falconer, TFWA Daily (May 15, 2019), Gould explains how travel retail is changing and what airports, airlines and retailers need to do to stay ahead of the industry's challenges. Click here to read the full interview:

60 Seconds with Kian Gould – TFWA Daily

Kian Gould

Kian Gould

CEO & Founder / AOE
Customers today demand speed, convenience and instant availability of offerings. In my opinion, therefore, an Omnichannel experience is no longer simply an option. It is a necessity for creating sustainable, long-term revenue streams."


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.