Case Study: Heathrow Airport achieves personalized, cross-channel passenger experiences with Adobe Analytics

Heathrow Airport - Customer Case Study

Heathrow Airport, Europe’s busiest aviation hub serving ~75 million passengers, needed to “make every journey better” by improving service and communicating effectively across web, mobile app, email and SMS while identifying audiences and delivering the right information by location and interest. To do this Heathrow partnered with Adobe Analytics (part of Adobe Marketing Cloud) and related Adobe solutions such as Adobe Campaign, Target and Social to unify touchpoints and drive personalized digital journeys.

Using Adobe Analytics and the Adobe Marketing Cloud, Heathrow implemented integrated customer profiles, cross‑channel campaign orchestration, real‑time interaction management and mobile geotargeting, with Acxiom managing the CRM. The solution lets Heathrow reach about 6 million customer contacts per month (from a 25M-contact database with ~10M active), improving understanding of customer behavior across channels, enabling personalized in‑terminal offers and supporting the airport’s commitment to service excellence.

Heathrow Airport

Simon Chatfield

Head of eBusiness & CRM