The Moodies' Digital Media Awards recognize best practice in social & digital media among the airport and wider travel retail community. DUDA, the winner of the award for Best Live Chat or Stream, is a relatively new system developed by Dufry which delivers on Dufry's ambition to provide a 24/7, instant, on-demand customer service and sales assistance. The  system has increased contact center handling, increased average pre-order ticket value, increased conversion rates and improved quality and satisfaction levels.

The awards have been judged from 173 shortlisted entries across 22 categories, generated via a mix of self-nomination, reader feedback and judges’ selections. The Judging Panel comprised The Moodie Davitt Report Founder & Chairman Martin Moodie, Chief Technology Officer Matt Willey, Editor-in-Chief Kapila Ireland, Senior Editor Jason Holland and Brands Editor Helen Pawson.

Matt Willey, the head of the Judging Panel comment: “This year we had a tremendous response to our call for nominations. The quality of submissions and the sophistication of the supporting material was incredibly high, which is a testimony to the way in which the airport and travel retail sectors are increasing traveller engagement via digital and social technologies”.