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The next evolution of CX delighters in an airport

Year: 2025

Type: article

Abstract: The panel explores the next evolution of 'CX delighters' within the airport food and beverage ecosystem, presenting key takeaways from extensive research conducted across select US airports and highlighting elements that can transform routine dining into memorable experiences. Insights reveal how airports can enhance customer journeys through personalized digital touchpoints like pre-trip menu previews and real-time updates, and showcase opportunities for using AI technologies, such as digital avatars, to provide tailored recommendations, anticipate traveler needs and create seamless, engaging interactions that drive loyalty and elevate the travel experience.

Source: Zürcher Hochschule für Angewandte Wissenschaften digital collection (Zurich University of Applied Sciences)

Authors: Merkle, Thorsten, Das, Sushanta, Weddig, Andrew

Language: English

Topic: Aviation Industry Analysis and Trends

Subfield: General Economics, Econometrics and Finance

Field: Economics, Econometrics and Finance

Domain: Social Sciences

Open Access status: green

OpenAlex ID: W7021045563

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