Crowds, Content, and Creativity All Major Focuses at ACI-NA & ACI World’s Annual General Assembly in Toronto
- Abagael Rudock
- Nov 6
- 3 min read
Our team recently spent a wonderful weekend in Toronto last week at the ACI-NA & ACI World Annual General Assembly, Conference and Exhibition, which is one of our favorite conferences of the year. Amid the excitement of the World Series, Montee Fiely and Gina Marie Paquette had a wonderful time at the show. As Montee told us:
“It was a great conference. The networking was outstanding. Great energy, plenty of knowledge sharing, and even some fantastic humor. I sat in on many sessions, and the BIT ones on Saturday were stellar.”
They had the opportunity to reconnect with old colleagues and make new connections between some incredible panels, and they shared plenty of interesting updates from the event. Keep reading for insights from Montee and Gina Marie on the evolution of our industry.
Content Strategy Starts a New Chapter
Just weeks after our panel at FTE Global 2025 explored smarter signage and the shift from systems-first to communication-first thinking, we’re seeing these ideas echoed and expanded on larger stages. Several panels highlighted the importance of transforming screens into strategic assets, and we were delighted to see these conversations taking on new life.
What began as Synect’s concept is now taking root across the industry, influencing decisions about terminals, teams, and technologies. Synect has always put strategy before screens, and we’re delighted to see more industry leaders embracing this mindset.
Industry-Advancing Insights
Throughout the assembly, multiple panels reflected a growing understanding that airport communication shapes passengers' experiences, and that content is key to unlocking better outcomes.
Creative Communication Drives Revenue
Positive, memorable experiences play a crucial role in helping airports increase nonaeronautical revenue, as J.D. Power recently highlighted, and this topic was at the heart of this year’s assembly.
As airports explore new opportunities to drive revenue, they’re increasing their focus on creating unique passenger experiences. A standout session featuring Ken Buchanan of DFW, titled “Personal Touchpoints: Enhancing Passenger Experience through Localization and Personalization” emphasized the role that unique content plays in building more memorable journeys. Several panels examined how strategic design can enhance the airport experience, reevaluating the role of lounges and other airport fixtures that have long been taken for granted.
Supporting Passengers When Traffic Surges
Managing increased passenger volumes is a top priority for most airports across the country. From smarter curbside congestion management to the future of airport lounges, every step of the passenger journey is under examination, and unified experiences have become the standard.
To meet passengers’ expectations, airports are turning toward smarter systems and unique content. Sessions on managing large-scale events, like Monday’s “Go Big or Go Home: Managing Large-Scale Events,” highlighted the need for custom content, “meticulous planning, real-time adaptability, and seamless collaboration” as airports prepare to welcome millions of guests ahead of major events such as sports, America’s 250th Anniversary, and more.
New Tech, New Approaches, and New Content Support Future-Proof Growth
It’s out with old single-use signage systems and in with the new, airport-wide solutions. As more airports recognize that legacy FIDS and digital signage systems are no longer sufficient, they’re turning toward future-proof solutions like Synect’s Passenger360®. It’s less expensive, more impactful, and more flexible than legacy systems, making it easier for airports to implement it in any operational area and scale it across new facilities.
As Ian Birnbaum shared during our FTE Global panel, expensive, fragmented, single-purpose systems are already a thing of the past. Sustainable growth is critical, and that means embracing new solutions and investing in infrastructure.
What’s Next for Airports?
After our time in Toronto, it’s clearer than ever that airports are embracing a new identity. Far from simple transit hubs, they’re becoming platforms for engaging and delighting passengers, delivering personalized experiences, and finding new ways to drive non-aeronautical revenue.
Whether we’re helping passengers navigate security with ease, helping airports showcase local culture, or preparing terminals for a decade of mega events, Synect is proud to support the industry as it continues to evolve toward content-first, passenger-centric experiences.
If you missed our team in Toronto, we’d love to connect. Reach out to learn how we’re helping airports of all sizes implement smarter systems that engage passengers more effectively, drive additional revenue, and improve operational efficiency.
