Airport Experience® News - Customer Service Issue 2025

INDUSTY INSIGHTS

ENHANCING JOURNEYS AND RETURNS In-Store Tech Driving Loyalty Engagement And Revenue For Avolta’s Brands

BY VIJAY TALWAR, CHIEF COMMERCIAL AND DIGITAL OFFICER, AVOLTA, AND ATOUSA GHOREICHI, SENIOR VICE PRESIDENT OF DIGITAL FOR NORTH AMERICA, AVOLTA

rom the moment they enter the terminal until they reach their gate, travelers from around the world expect an airport experience that is simple, seamless and comfortable. Airports and their partners have a shared responsibility to provide that experience, even amid rising expectations for efficiency and mounting pressure to drive revenue. It’s a challenge best solved by deepening digital engagement. Travelers’ demand for digital-first experiences is higher than ever, so accelerating our digital efforts is a core pillar of our global Destination 2027 strategy. We’ve invested in developing a robust portfolio of differentiated digital solutions to enhance the in-person touchpoints, from ordering and testing through to self check-out, ensuring tech accompanies personal interactions and leveraging insights to deliver memorable experiences. Focusing on Digital Engagement Globally, our digital strategy is focused on improving every traveler’s experience regardless of where they are in their journey. We leverage technology to seamlessly integrate all touchpoints, optimizing convenience and personalization while also driving commercial value. In our HMSHost dining locations, we are leaning into investing in the next generation of digital, such as QR code order and pay at the table that integrates with the server steps of service. This means tech serves the staff and the traveler simultaneously, facilitating efficient ordering, AI-engine upselling and imagery, and electronic receipts delivery, the successful combination already accounting for the vast majority of sales in this setting. F

Left: Vijay Talwar, chief commercial and digital officer, Avolta

Left: Atousa Ghoreichi, senior vice president of digital for North America, Avolta

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AX NEWS OCTOBER/NOVEMBER 2025