Heathrow Airport today announced an extended partnership that places Adobe’s agentic AI and customer experience orchestration technology at the heart of its ongoing digital transformation.
The UK hub’s partnership with Adobe is designed to deliver AI-powered, personalised experiences and best-in-class customer service to over 84.5 million annual Heathrow passengers.
According to the partners, passenger expectations for seamless, personalised digital experiences continue to grow.
Indeed, Adobe claims that its 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.
The gateway’s head of digital, Stephen Glenfield, 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.”
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.
It is claimed that Adobe 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.
