1.
11 05.11.2020
What got us here
won’t get us there
Re-inventing airport ancillary revenue
generation in the post-COVID era with a
digital collaboration mindset
Kian Gould | AOE

2.
22 05.11.2020
Hello,
we are AOE – a company
re-shaping the future
of travel commerce.

3.
33 05.11.2020
The World’s Leading
Travel Retail Digitalization Experts
300 people serving
225M passengers
powering over $500M in revenues
in
2019
Miami | Frankfurt | Zurich | Dubai | Hong Kong

4.
44 05.11.2020
Setting the Scene
Lack of investment
in digitalization &
ecosystems
The BadThe Good
Pre-COVID continuous
passenger growth
Falling spend per pax
and drop in conversions
The Ugly

5.
55 05.11.2020
The COVID Impact
Immediate
less revenues, pax numbers
down, fears of infection
health, less business
travel, sanitization, fear,
disconnect with channel
Longer term

6.
66 05.11.2020
Parking Revenues will
take years to recover
Impact on Non-Aeronautical Revenues

7.
77 05.11.2020
Or might never
Impact on Non-Aeronautical Revenues

8.
88 05.11.2020
Physical Advertising will be depressed
Impact on Non-Aeronautical Revenues

9.
99 05.11.2020
F&B will recover first
Impact on Non-Aeronautical Revenues

10.
1010 05.11.2020
Travel Retail
will not be
the same
Impact on Non-Aeronautical Revenues

11.
1111 05.11.2020
The Post-Covid Opportunity
The future will have to
depend on more than
pent-up demand
(hope is not a sufficient strategy)
No more »romance«
in travel.
Now it’s stress &
uncertainty
Need to get back to
attraction +
engagement
= excitement
This means
prioritising
Choice
Control
Communication
Customer Centricity

12.
1212 05.11.2020
How will habits change Post COVID?
SOURCE: m1nd-set Research
65%
of travellers will change their
habits in the airport after the
Covid-19 outbreak
I will spend more time entertained
with my mobile/tablet/laptop
I will avoid interacting with other
passengers
I will try to isolate from
the crowds
I will spend
less time shopping
91%
81%
78%
44%

13.
1313 05.11.2020
COVID has caused the adoption of
E-Commerce to accelerate by 5-10
years within the period of just 4 months
SOURCE IBM’S U.S. RETAIL INDEX, FORBES
May 2020
195%
buy online, pick up
in-store grew
Jan 2020 2025
Total online
spending in May
hit $82.5 billion,
up 77% year-
over-year
Department stores
are expected to
decline by over 60%
for the full year.
Meanwhile,
e-commerce is
projected to grow
by nearly 20% in
2020.

14.
1414 05.11.2020
Some things
you must do alone

15.
1515 05.11.2020
Start thinking like a
customer experience company
(off- and online)
Stop thinking like a landlord

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1616 05.11.2020
Invest less in concrete
and more in digital

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1717 05.11.2020
Create the digital foundation
For customer acquisition,
retention and digital sales

18.
1818 05.11.2020
Form partnerships with luxury brands
(online/downtown/at airport)

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1919 05.11.2020
Start thinking outside of the
box and think as global
customer experience and
logistics companies.

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2020 05.11.2020
But the real impact
will happen together.

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2121 05.11.2020
Reinvention means a
Fundamental Paradigm Shift.
Competition to Collaboration
Offline to Online. Unified.
The New Normal Extraordinary.
The Quaternity

22.
2222 05.11.2020
Data partnerships with
airlines are becoming
inevitable

23.
2323 05.11.2020
A part of the seamless experience
3. In-Flight2. Check-In1. Booking

24.
2424 05.11.2020
How airlines are approaching it
How we launched the world's most omnichannel airline e-commerce program,
quadroupling sales in just 9 months and transforming the retail program to be digital first.
S I N G A P O R E A I R L I N E S

25.
2525 05.11.2020
Setting new benchmarks for Singapore Airlines’ KrisShop
Delivery
choices
Tailored
recommendations
Mixed payment
options
Concept stores
Shop-in-shop
solution for
luxury brands
Reward loyalty with
instant miles earning
Live search

26.
2626 05.11.2020
KrisShop KPIs after 12 months
In-flight
90%
E-commerce
90%
E-commerce 10%
In-flight 10%
E-commerce revenue
increased by
500%
3%
7%
1%
more than tripled
peaking at 7%
during promotions
Conversion
Basket value
50%
Transformed Model
Product assortment
600 30.000
SKU SKU increase
Pre-order cutoff time
3 days 60 min
Revenue

27.
2727 05.11.2020
CRM-
Data
Loyalty/
Miles
From Competition to
Collaboration. Build a single
customer view with your
partners.

28.
2828 05.11.2020
Customer acquisition
integration and 3rd party
marketplaces.
Start paying for traffic!

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2929 05.11.2020
Precise targeting of travelers
along the journey

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3030 05.11.2020
Break the Silos
One Platform. One Experience.

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3131 05.11.2020
Kian Gould
Founder & CEO at AOE
AOE GmbH
Kirchgasse 6
65185 Wiesbaden
Germany
+49 6122 70 70 7-0
kian.gould@aoe.com
Please ask questions…

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3232 05.11.2020