Both necessary and recreational processes at airports are becoming contactless
Trend - Contactless airport systems are on the rise as airports around the world continue their heightened safety efforts in light of the ongoing pandemic. These contactless systems are occurring in everything from agent interactions to in-airport food deliveries.
Insight - Despite significant milestones in the fight against COVID-19, consumers will likely remain hyper-vigilant when it comes to their personal health and safety for an indefinite amount of time, including post-pandemic. The extent to which the pandemic has disrupted their lives has had an impact on collective consumer psyche, and most people will expect that businesses take into account their health and safety as they frequent them.
Insight - Despite significant milestones in the fight against COVID-19, consumers will likely remain hyper-vigilant when it comes to their personal health and safety for an indefinite amount of time, including post-pandemic. The extent to which the pandemic has disrupted their lives has had an impact on collective consumer psyche, and most people will expect that businesses take into account their health and safety as they frequent them.
Workshop Question - How is your brand prioritizing safety in the long-term amidst the ongoing pandemic?
Trend Themes
1. Contactless Airport Systems - Contactless airport systems are becoming popular as airports adhere to heightened safety efforts, which have led to the rise in delivery apps, virtual agents and improvements in parking systems.
2. Beauty Technology - Contactless beauty stores have incorporated beauty technology to allow for a virtual try-on to make the shopping process as seamless as possible for the consumer.
3. Virtual Customer Service Platforms - Customer service platforms enabling travelers to chat with an agent via phone call, video or live chat have emerged as airlines strive to provide convenient service that limits human contact, offering translations and transcribing services and more efficient access to customer service across different languages.
Industry Implications
1. Transportation - As the world shifts to contactless practices, transportation stands to gain tremendous opportunities in the development of contactless systems that will help maintain customer health and safety on vehicles.
2. Retail - To cope with a socially distanced economy, the beauty industry will continue expanding its contactless operations and as such, the need for virtual beauty consultations via augmented reality might become a necessary element for the industry.
3. Hospitality - The need for hospitality will never go away, however, the hospitality industry needs to incorporate contactless systems to create a safer environment so as not to disrupt the collective consumer psyche regarding their health and safety.
