Case Study: Heathrow Airport achieves higher customer spend with Adobe Experience Cloud

Heathrow Airport boosts average spend 60% with Adobe

Heathrow Airport, one of the world's busiest international travel hubs, sought to increase revenue by engaging its 78 million annual passengers with more personalized and relevant experiences across its digital and physical touchpoints. The challenge was to unify data from numerous sources to create a single customer view and deliver targeted offers that would resonate with travelers. To achieve this, Heathrow partnered with vendor Adobe to implement Adobe Experience Cloud.

Adobe's solution integrated several products, including Adobe Analytics, Audience Manager, Campaign, and Target, to create a unified customer profile and automate personalized marketing. This allowed Heathrow to deliver targeted email campaigns and dynamically personalize its website content using AI and machine learning. The results were significant, with the airport achieving a 60% higher average spend per customer through targeted offers and email click-through rates as high as 25%.

Heathrow Airport