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

Heathrow reimagines the airport experience

Heathrow Airport Limited, Europe’s busiest airport, needed to unify customer data and deliver timely, personalized information across web, mobile app, email and SMS to “make every journey better.” Heathrow partnered with Adobe and implemented Adobe Marketing Cloud—including Adobe Campaign, Adobe Analytics, Adobe Target and Adobe Social—to build integrated customer profiles and track cross‑channel behavior.

Using Adobe Campaign, Analytics and Target (with Acxiom managing a 25‑million‑contact CRM), Adobe enabled cross‑channel orchestration, real‑time interaction management, A/B testing and mobile geotargeting. The solution links online and email systems and supports progressive personalization; Heathrow now reaches about 6 million customer contacts per month, improves in‑terminal offers and better understands customer behavior to drive service excellence.

Heathrow Airport

Simon Chatfield

Head of eBusiness and CRM