Salle Diane, Majestic Hotel

Evolving from the traditional focus of airlines specifically, this year we will be looking at how to engage consumers in all travel retail environments. The session, called “Touch points”, will aim to address how retailers today, for airlines, on cruise and ferries and even in airport retailing, can engage and are engaging with customers in new and innovative ways. The first part will look at how this can be done in the airline environment by focussing on the crew engagement and motivation. The second part will look at how the social media environment can be used more effectively in duty free and travel retail.