The Trinity Forum – Paul Griffiths
Taking the consumer-centric view in Dubai
Dubai Airports Chief Executive Paul Griffiths opened day two at The Trinity Forum by presenting his vision of what consumer-centricity should look like in the airport world today.
“The Trinity needs to work as a circular whole that puts the customer first. In the post-COVID world, customer behaviours have been changed by technology and we have to embrace that. One of the biggest challenges is that many airports are at capacity, and we somehow have to make the best of what we’ve got.”
Paul Griffiths: “This is a time of great change and with great change comes great opportunity”
He outlined how the planning of airport space needed to reflect how travellers want to move and what they want to experience from brands and services.
He added: “If we can allow brands the freedom to express themselves, give them the right location, create the right adjacencies, facilitate that efficiently through seamless operations then that’s the way forward.
“We can all do better by collaborating and using the science and marketing might that brands have invested in to create a completely holistic retail environment. This is a real call to action to get our act together, get around the table and change the world.”
Offering a central message to the industry, Griffiths said: “This is a time of great change and with great change comes great opportunity. To make the most of that – let’s make it happen together.”
Importantly, Griffiths (in a neat touch wearing a Dubai Duty Free tie, above) paid a touching tribute to former Dubai Duty Free Executive Vice Chairman & CEO Colm McLoughlin (they are pictured together below) who passed away on 30 October. Describing McLoughlin and his great impact on the industry, Griffiths said: “He put Dubai on the map.”
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The Moodie Davitt eZine
Issue 341 | 4 December 2024
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