How Paradies Lagardère uses AI to support human-centered service

Paradies Lagardère is leveraging artificial intelligence to enhance operations across its 700+ stores, restaurants, and bars in 90 North American airports. The travel retailer focuses on what it calls “useful technology” rather than novelty, employing AI solutions that work behind the scenes to improve customer experiences while empowering employees to provide better service. This approach demonstrates how established retail businesses can integrate AI strategically without compromising their customer-first philosophy or replacing human workers.

The big picture: Paradies Lagardère is implementing AI-driven solutions that enhance operations without disrupting the customer experience or replacing employees.

• CEO Gregg Paradies emphasizes the company’s commitment to “useful technology” that makes travel experiences faster and more seamless while freeing associates from unnecessary tasks.
• Chief Development Officer David Bisset frames their AI integration philosophy as “behind-the-scenes” technology that improves service delivery without customers noticing operational differences.

Key partnerships: The company has strategically aligned with three technology providers to execute its AI vision across its airport retail operations.

• Solink’s video analytics track real-time foot traffic, monitor peak hours, and analyze conversion rates and average revenue per guest.
• 1Huddle provides a gamified app for associate training, enhancing employee capabilities.
• TruRating enables the collection of real-time customer feedback to improve service quality.

Data-driven operations: By combining multiple data streams, Paradies Lagardère can make more informed operational decisions across its extensive airport retail network.

• The company uses queuing data with transaction analysis to determine customer purchase completion times and adjust staffing or operations accordingly.
• This integrated approach allows for optimization of staffing levels based on actual customer patterns rather than assumptions.

Why this matters: While public concern about AI replacing workers persists, Paradies’ approach demonstrates how businesses can implement advanced technology to enhance rather than replace human capabilities.

• CEO Paradies explicitly states that their technology adoption is intentional—designed to enhance operations rather than replace employees.
• The company remains focused on maintaining “personal, high-touch service” while leveraging AI to refine business operations at both local and global levels.