Global travel retail pulse: Opportunities in customer growth

Travel retail is growing, but the pace is uneven across geographies, categories and generations. Travel retail’s historic price-led proposition alone is no longer sufficient to convert the new generation of travellers. The future growth model depends on travel retail’s ability to attract, engage and retain customers through a seamless journey both in travel retail and domestic channels. 

Drawing on a bespoke study conducted exclusively for TFWA by Oliver Wyman, Denise van Wijk, Principal, and Pierre-Alexandre Koch, Partner, from the firm’s Retail and Consumer Goods team, presented the key findings and identified emerging growth opportunities. They were then joined by Ramesh Cidambi, Managing Director, Dubai Duty Free and Arthur Reijnhart, Chief Commercial Officer, Royal Schiphol Group, for a panel discussion, bringing together consumer research, executive perspectives and market analysis to explore how the industry can strengthen its relevance in a rapidly changing travel landscape.

The session was moderated by Charlène Tourneaux, Managing Director, TFWA.