Adobe is partnering with London Heathrow Airport to deliver AI-based personalized services to more than 84.5 million airport users a year.
Adobe said on the 27th that it will expand its collaboration with Heathrow Airport. With this partnership, Adobe’s agentic AI and customer experience orchestration technology will play a central role in the digital transformation Heathrow is pursuing. Orchestration is a technology that consolidates scattered information to provide a consistent experience.
The Heathrow Airport website, which draws more than 50 million visitors a year, plans to use Adobe CX Enterprise. Adobe CX Enterprise is an end-to-end agentic AI system that spans the entire customer life cycle, from acquiring prospects and driving engagement to actual conversion such as purchase and boosting long-term loyalty.
Adobe Experience Manager and Adobe Brand Visibility, part of Adobe CX Enterprise, help Heathrow provide useful content tailored to passengers’ needs. They also optimize content so it can be easily found and used on AI platforms such as ChatGPT, Google Gemini, Microsoft Copilot, and Perplexity AI.
Through this, passengers will be able to find airport use information, accessibility support programs, community engagement activities, and materials related to the government and stakeholders more easily on web browsers and AI-based platforms.
As more users search for information through AI, how well a brand appears in AI search is becoming important. According to Adobe’s survey, 1 in 4 people now use AI platforms as a primaryw Airport will work together to use Adobe Brand Visibility to improve the visibility and accuracy of Heathrow’s brand, products, and content in AI-based search
Nathan Hancock, Adobe’s vice president and head of the U.K., Ireland, Middle East, and Africa, said, “As more people start with AI when planning travel, we will help ensure Heathrow’s content is well surfaced in AI search and provides accurate information.”
Stephen Glenfield, Heathrow Airport’s head of digital, said, “With Adobe’s AI and customer experience technology, we can build deeper, more meaningful passenger relationships,” and added, “Through our collaboration with Adobe, we will ensure that passengers get the information they need accurately when they visit the Heathrow website or ask a large language model (LLM) a question.”
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