Case Study: Heathrow Airport achieves personalized traveler experiences with Adobe Campaign

London Heathrow Airport - Customer Case Study

Heathrow Airport wanted to make every journey better by delivering the right information across web, mobile app, email, and SMS, while connecting its separate business units into one customer experience. To do this, Heathrow used Adobe Campaign as part of Adobe Marketing Cloud to better understand traveler behavior and personalize communications based on location, interests, and past interactions.

With Adobe Campaign, alongside Analytics, Target, and Social, Heathrow implemented integrated customer profiles, cross-channel orchestration, and real-time personalization. The results included reaching about 6 million customer contacts per month, improving service excellence, and using mobile geotargeting to trigger relevant offers and reminders, helping Heathrow maintain more continuous and tailored engagement throughout the traveler journey.

Heathrow Airport

Simon Chatfield

Head of eBusiness and CRM