Case Studies
Heathrow builds trust and intelligence at scale
How Heathrow used connected customer data to improve traveler engagement, recognition, and digital revenue growth.
One of the world’s busiest airports had a goal: to create a more seamless customer experience and boost revenue from the millions of yearly passengers. Heathrow set out to align travel and shopping seamlessly, providing a unified view of each flier for consistent, personalized marketing.
The solve
How we helped
Collaborating with Acxiom, Heathrow adopted a platform-centric strategy, implementing Salesforce Data Cloud to create a privacy-complaint customer data foundation accessible to all airport units. Utilizing advanced identity resolution and location tech, they recognized anonymous travelers.
The partnership drove data-driven marketing and decisions, automating CRM, digital, and paid media channels. Embracing Customer Data Platform (CDP) tech, Heathrow secured their future by managing first-party cookies, enhancing identity matching, and prioritizing real-time, personalized services. This showcases how airports can adapt to changing customer expectations, redefining passenger-centricity.
digital revenuegrowth YoY
growth in reactivatedmembers
email engagement improvement
By creating a centralized customer hub and improving data quality across the Salesforce Marketing Stack, Heathrow gained a stronger foundation for personalized traveler engagement, improved customer recognition, and measurable digital revenue growth.
“Working with Acxiom and Salesforce, Heathrow now has greater control of our customer data, which can be used to improve business processes and deliver personalized experiences.”
Ready to put data to work?
Let’s start the conversation about what your data can do next.
more client stories
See how we've helped others
Explore more ways Acxiom helps brands connect data, technology, and strategy to solve complex business challenges.
