At World Aviation Festival, Celia Muñoz Espin, Commercial Strategy and Distribution Director at Iberia discussed customer-driven innovation, tech advancements, and the collaborative strategies shaping the future of travel retailing.

Muñoz Espin underscored the importance of shifting to a customer-centric mindset. She described this as a key challenge but also an opportunity, driving truly personalised offers.

Speaking on customer centricity in ravel retailing, Muñoz Espin added:

“The main challenge and the main goal is to change our mindset to think that the customer has to be in the centre of everything. We need to think about what is a necessity for the customer and how we can adapt our proposal to them. This means developing content that suits them by understand their needs, developing the appropriate content, and then bringing this in with a technology that suits—flexible, quick, and adaptable.”

Looking at the importance of collaboration and partnerships in developing effective retail technology, Muñoz Espin warned “we cannot do it alone.” Through connecting with an ecosystem of partners and providers, the airline is incorporating fresh perspectives and setting new expectations on what is possible.

For more insights into NDC, innovation, and what is next at Iberia, watch the full interview below.

Questions asked include:

  • What have been the major challenges as the industry transitions to this next generation of travel retailing?​
  • You have partnered with some major tech providers to accelerate NDC adoption, how have these enhanced your overall position in the retail ecosystem?​
  • What’s next for your retail strategy? What other customer-centric innovations are you working on in the retail space?

 

 

For more from onsite at World Aviation Festival: