Sushanta Das

Based in Melbourne, Australia, with 25+ years of professional experience at the intersection of travel retail operations, business strategy, consumer-inspired creative thinking, and technology, Sushanta Das is one of the few people globally with a comprehensive understanding of operational travel retail, travel F&B, and tourism along with an expanded knowledge of the AI/digital transformation domain. Das has a passion for stand-up comedy, which he finds both entertaining and inspiring.

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Panel discussion: The next evolution of CX delighters in an airport

The panel will explore the next evolution of 'CX delighters' within the airport food and beverage ecosystem, presenting key takeaways from extensive research conducted across select US airports and highlighting elements that can transform routine dining into memorable experiences. Insights will reveal how airports can enhance customer journeys through personalized digital touchpoints like pre-trip menu previews and real-time updates, and showcase opportunities for using AI technologies, such as digital avatars, to provide tailored recommendations, anticipate traveler needs and create seamless, engaging interactions that drive loyalty and elevate the travel experience.

The audience will learn:

• Understand how airports can leverage insights from our research methodology to elevate passenger engagement and create more tailored, impactful experiences
• Learn how pre-trip engagements can engage and entice passengers even before they reach the airport
• Explore AI-driven digital avatars that provide personalized food recommendations, guiding passengers based on dietary needs and preferences
• Understand how real-time, spot food offers during delays or disruptions can turn inconveniences into rewarding experiences
• Discover ways to offer in-transit passengers tailored 'food tours', enhancing their layover experience with curated dining stops