Case Study: Heathrow boosts passenger experience and revenue with Acxiom and Salesforce Data Cloud

Heathrow builds a 360-degree customer view for millions of travelers with Acxiom

The customer, Heathrow, one of the world's busiest airports, faced the challenge of creating a more seamless customer experience and boosting revenue from its millions of yearly passengers. Their goal was to align travel and shopping seamlessly by gaining a unified view of each flier for consistent, personalized marketing. To address this, they partnered with vendor Acxiom.

Working with Acxiom, Heathrow implemented a platform-centric strategy using Salesforce Data Cloud to establish a privacy-compliant customer data foundation. This solution utilized advanced identity resolution to recognize travelers and automate data-driven marketing across channels. The results for Heathrow included a transformed marketing strategy for more effective passenger engagement, data-driven decision making across all business units, and the establishment of a new industry standard for data-driven airport operations.

Heathrow