Some might say the experience of flying from Heathrow could be improved by closing it down, then building a brand new airport on an artificial island off the Essex coast. With a high speed dedicated rail and busway link to central/East London. But that’s the sort of project that’s beyond the UK now sadly.
Meanwhile, let’s hope this website and AI contract delivers on at least one part of the usual miserable stressful journey;
Adobe – the global technology leader that unleashes creativity, productivity and customer experiences through innovative tools and platforms – and Heathrow Airport, have today announced an extended partnership that places Adobe’s industry-leading agentic AI and customer experience orchestration technology at the heart of Heathrow’s ongoing digitial transformation. The Adobe partnership aims to deliver AI-powered, personalised experiences and best-in-class customer service to over 84.5 million annual Heathrow passengers.
Heathrow is one of the busiest airports in the world and passenger expectations for seamless, personalised digital experiences continue to grow. Adobe’s customer experience orchestration solutions will play a crucial role in helping Heathrow become more of an agentic-led organisation, ensuring they can continue to deliver exceptional customer experiences and stronger business outcomes.
Stephen Glenfield, Head of Digital at Heathrow, said: “At Heathrow, our purpose is simple: to make every journey better, for passengers, communities and the businesses that depend on us. As we continue to grow, Adobe gives us the AI and customer experience technology to deliver deeper, more meaningful passenger relationships that weren’t possible before. Working with Adobe, we are able to make sure that passengers get the right information whether they are on our website or querying via an LLM.”
Nathan Hancock, Vice President and Managing Director, UK, Ireland, Middle East and Africa at Adobe said: “Heathrow is one of the world’s greatest transport hubs and after more than a decade working together, we understand the complexity involved in serving over 84 million passengers every year. This partnership brings Adobe’s agentic AI and customer experience technology together, to personalise those passenger relationships and ensure Heathrow’s content is visible and accurate in a world where AI is increasingly the first stop on the travel journey.”
Heathrow’s website, which receives over 50 million website visitors every year, will be powered by Adobe CX Enterprise, an end-to-end agentic AI system that simplifies how businesses manage their entire customer lifecycle, from acquiring and engaging prospects to driving conversion and lasting loyalty. As part of Adobe CX Enterprise, Adobe Experience Manager and Adobe Brand Visibility, will help Heathrow to deliver more personalised, dynamic content, that is relevant and meaningful for passengers, as well as optimised for AI platforms, such as ChatGPT, Google Gemini, Microsoft Copilot and Perplexity AI. This will help passengers find information, accessibility programmes, community engagement, and government and stakeholder resources, across web browsers and AI-powered platforms.
Brand visibility across AI discovery surfaces has never been more important, with Adobe research finding one in four consumers now use AI platforms as their primary source of information when making travel decisions. With Adobe Brand Visibility, Adobe and Heathrow will partner to increase Heathrow’s brand, product, content visibility and accuracy in AI-powered search. This will support Heathrow in tracking how its content is cited and positioned across major AI platforms, and identify gaps in search visibility and optimise passengers’ discovery of more accurate, authoritative Heathrow information at every stage of their journey planning.
Be the first to comment