Airport Experience® News - Post-Conference Issue 2025

MERGING AI AND BRAND STORYTELLING AXC’s Keynote Speaker Shares Insights To Fuel Innovation

BY SALLY KRAL

Miri Rodriguez delivered the keynote address at the 2025 Airport Experience Conference in Washington, D.C., sharing insights on how airports, operators and brands can tap into the transformative potential of artificial intelligence (AI), coupled with the timeless art of storytelling, to fuel innovation and reimagine service excellence. “What people go through at the airport is a story, not just an experience,” noted Rodriguez, who is an author as well as

brand strategist and senior storyteller at Microsoft and CEO of Empressa. ai . “It’s their story and you’re actually creating that story for them, and they will have that story forever and tell it to other people, because you’ve created that environment for them.” She began by addressing consumer expectations and behaviors, noting that AI is at the top, with people using tools like ChatGPT and Gemini in their lives even if their jobs haven’t specifically

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AX NEWS MAY 2025