The connected traveller: how AI turns data into growth

Travel retail has never had access to more consumer data, yet much of its commercial potential remains untapped. The gap is not data but the intelligence to act on it. Leading retailers across beauty, luxury and digital commerce are now using AI as the mechanism that turns fragmented data into anticipated demand, personalised engagement, and profitable growth.

Drawing on an exclusive TFWA study by Kearney, Victor Dijon, Senior Partner and European Lead, Consumer and Retail at Kearney, and Alex Liu, Chairman Emeritus at Kearney revealed how travel retail compares with other retail channels, where greater value can be captured across the traveller journey, and how AI is reshaping discovery, conversion and loyalty, including social channels and the rise of agentic commerce. They were then joined by Nicolas Van Brandt, CEO of Lagardère Travel Retail Belgium, for a panel discussion bringing a leading retailer’s perspective on what these shifts mean in practice and where the greatest opportunities lie for the industry.

The session was moderated by Michele Miranda, Conference Director, TFWA.