SEA Milan Airports and 2.0 & Partners ink CX contract for MXP and LIN

By Luke Barras-hill |

The importance of offering bespoke and tailored offers across the travel retail journey is well understood by 2.0 & Partners, which capitalises on insights and training contained within its CXM programme’s Strategic Mystery Shopping and Retail Academy 2.0 Services.

London-based travel retail agency 2.0 & Partners has won a customer experience management tender at Milan Malpensa and Milan Linate Airports.

The travel retail expert will deliver its Strategic Mystery Shopping and insight-led training through the Retail Academy 2.0 service under a three-year contract.

The mystery shopping service produces data and insights on the passenger experience in the airports sourced from specialist analysts that have been selected to match the shopper demographics of relevant airport travellers, according to 2.0 & Partners.

The data is then used to craft a bespoke training programme through Retail Academy 2.0 to assist staff in enhancing customer levels.

Erika Giannini, Head of Customer Experience, Italy, 2.0 & Partners, said: “The experience of shoppers is the most important aspect of the travel market and delivering that properly relies on delivering the right support for front-line staff. This is a landmark moment for 2.0 & Partners, and highlights a growing trend in the market of airports embracing the idea that delivering bespoke retail training is vital for unleashing the full potential of travel retail.

“We are excited to be working alongside our valued partners at SEA Milano to ensure that the experience of every travelling shopper in a Milan airport is crafted to be the very best it can be.”

Fabio Bernardini, CEO, 2.0 & Partners, added: “We are delighted to add SEA Milano to our partners who are committed to taking the service for travellers around the world to the next level. This partnership is the latest stage in an exciting period of growth for our company as we mark a decade in this industry, and we are very pleased to be working with our partners to create more special moments for travelling shoppers in this special sector.”

In separate news, 2.0 & Partners has recruited Diana Li (left) as Senior Customer Experience Manager.

The experienced brand builder and customer experience professional has joined 2.0 & Partners’ Customer Experience Management (CXM) team.

Bernardini added: “We are delighted to welcome Diana to the 2.0 & Partners team. Delivering and creating an incredible experience has never been more important in travel retail and her insights and expertise will be a huge benefit to our clients and partners as we work together to take this exciting market to the next level. We are firm believers that travel retail is a people business and it is fantastic to be further growing our team with great people as we celebrate our 10th anniversary.”

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