The report highlights the potential for infrastructure operators to diversify their activities in retail and services to secure sustainable new growth and enhance customer experience. The need for additional value creation and customer experience improvement is leading infrastructure operators to redesign their commercial and services strategies. The report suggests that commercial activities were historically considered non-core and limited to necessity services, but this is changing as infrastructures are catching up with the example of airports by setting new objectives, upgrading offers, and designing new industrial strategies. The report also notes that airports, railway stations, sports stadiums, highway clinics, and hospitals are all major infrastructures with significant amounts of capex to amortize. The report concludes that commercial offers were limited to necessity services, with no specific ambition or reflection on commercial-area layout and customer service, but this is changing as infrastructures are redesigning their commercial and services strategies.
