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Innovation is the thread running through TFWA World Exhibition & Conference in keeping with the event theme of ‘Exploring New Horizons’. The TFWA Start Up Day is a key part of the agenda on Thursday 2 October, taking place from 09:00 to 12:00 in the Press Centre in the Palais des Festivals. C ustomer Experience Group (CXG) is a leading data-driven consulting and solutions provider, specialising in innovative strategies that elevate customer experiences and optimise performance for premium and luxury brands. “Today, we work alongside more than 220 iconic luxury brands, helping them navigate every stage of their ‘Customer Experience’ and ‘Employee Experience’ journeys,” explains Nicolas Savary, Senior Consultant - Travel Retail, CXG. “Within travel retail, we bring together data-driven TFWA Start Up Day In partnership with: Welcome coffee sponsor: TFWA Start Up Day participants Altavia Travel Retail Blynk Customer Experience Group (CXG) dayholi DWS Engraving Helios Worldwide MyDutyFree Uber Advertising utu Voiceback Analytics CXG: actionable strategies that enhance customer satisfaction while directly improving commercial outcomes insights and deep industry expertise to help brands, operators, and airport authorities raise their performance. What sets us apart is our ability to blend customer feedback, expert observation, employee insights, and benchmarking against best-in-class practices across leading airports and retailers worldwide. With decades of hands-on experience in both travel retail and luxury sectors, we provide actionable strategies that enhance customer satisfaction while directly improving commercial outcomes. At the TFWA Startup Day, CXG’s objective is to showcase its proven solutions for enhancing the passenger experience in travel retail and highlight how customer experience can be a true driver of commercial growth. “The event provides an ideal platform to engage directly with brands, airport authorities, and duty free operators, allowing us to demonstrate the value of aligning CX strategies with business objectives,” says Savary. “We also see it as a unique opportunity to build new strategic partnerships, ensuring that stakeholders can tailor and adapt their approaches to local market specificities while benefiting from global best practices.” CXG will be participating in the TFWA Startup Day Pitch Sessions, where it will focus on how customer experience can be a powerful lever to increase ‘Spend per Passenger’. “Our pitch will emphasise CXG’s unique ability to combine first-hand traveller insights, deep travel retail operational CXG’s USP is its ability to connect customer experience with commercial performance, ensuring that every recommendation leads to measurable business impact. The company’s strength lies in a global network of vetted luxury evaluators, supported by employee feedback and comprehensive audits, which together provide a 360-degree view of the passenger journey. Nicolas Savary, Senior Consultant - Travel Retail, CXG: “In travel retail, CXG considers ‘Spend per Passenger’ as a key performance indicator that connects the strategies of brands, operators, and airport authorities. By anchoring on this shared metric, we ensure that every stakeholder is working toward both elevating the customer journey and maximising commercial outcomes.” expertise, and advanced data analysis to generate actionable recommendations,” Savary shares. “We will also showcase real case studies that illustrate how our work has directly enhanced customer experience while delivering measurable improvements in both customer satisfaction and commercial performance.” Prev i ew September 2025 4 T F W A D A I L Y