Adobe and Heathrow Airport have announced a new extended partnership that will see Adobe’s AI and customer experience orchestration technology introduced as part of Heathrow’s ongoing digital transformation.
The introduction of the technology is hoped to enable Heathrow to become increasingly ‘agentic-led’, allowing the airport to deliver stronger customer service and business outcomes in the process.
Under the partnership; Heathrow’s website will be powered by Adobe CX Enterprise, an end-to-end agentic AI system that aims to simplify the management of the customer lifecycle. As part of Adobe CX Enterprise, Adobe Experience Manager and Adobe Brand Visibility, will seek to aid Heathrow in the delivery of personalised, dynamic content, as well as optimised for AI platforms, such as ChatGPT, Google Gemini, Microsoft Copilot and Perplexity AI.
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.
Adobe and Heathrow will also work together to increase Heathrow’s brand, product, content visibility and accuracy in AI-powered search with Adobe Brand Visibility. This will aim to support Heathrow’s ability to track how content is cited and positioned across major AI platforms, as well as identify gaps in search visibility and optimise passengers discovery.
