{"id":68005,"date":"2023-08-30T21:15:00","date_gmt":"2023-08-30T20:15:00","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=68005"},"modified":"2023-09-04T10:36:05","modified_gmt":"2023-09-04T09:36:05","slug":"heathrow-airport-customer","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/uk\/news\/stories\/heathrow-airport-customer\/","title":{"rendered":"Heathrow Airport Boosts Customer Satisfaction and Revenue with Salesforce"},"content":{"rendered":"\n<p><em>Greater integration and consolidation of its technology applications, plus automation and personalisation, has helped Heathrow boost digital revenue by <a href=\"https:\/\/www.salesforce.com\/resources\/customer-stories\/heathrow-personalisation-digital-revenue\/\">30% since 2019<\/a><\/em><\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<p>Salesforce, the global leader in CRM, today announced that <a href=\"https:\/\/www.heathrow.com\/\">Heathrow Airport<\/a>, the UK\u2019s largest airport and second in the world for international travel, is leveraging Salesforce technology to transform customer experiences and drive revenue with AI, data, and CRM.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-increasing-customer-satisfaction-with-data-driven-seamless-experiences\">Increasing customer satisfaction with data-driven, seamless experiences<\/h2>\n\n\n\n<p>Previously, having 14 websites and 45 backend systems made it a challenge for Heathrow to keep pace with shifts in passenger behaviors. Today, with <a href=\"https:\/\/www.salesforce.com\/uk\/products\/\">Salesforce Customer 360<\/a>, the airport brings everything from shopping, parking, support services, and customer communications onto the same platform.&nbsp;<\/p>\n\n\n\n<aside class=\"contextual-driver has-text-align-left contextual-driver--einstein\">\n\t<header class=\"tidbit-header\">\n\t\t<h2 class=\"tidbit-head\">\n\t\t\tLearn more at World Tour London.\t\t<\/h2>\n\t<\/header>\n\t<div class=\"tidbit-body\">\n\t\t<p><\/p>\t<\/div>\n\t\t\t<p class=\"tidbit-link label\">\n\t\t\t<a class=\"label has-right-arrow has-right-arrow--small\" href=\"https:\/\/www.salesforce.com\/uk\/events\/london\/?d=cta-body-promo-8\" target=\"_blank\">\n\t\t\t\t<span>Stream now<\/span>\n\t\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" viewBox=\"0 0 14 10\">\n\t<path d=\"M13.92 5.38a1 1 0 000-.76.9.9 0 00-.17-.26.25.25 0 000-.07l-4-4a1 1 0 00-1.46 1.42L10.59 4H1.07a1 1 0 000 2h9.52l-2.3 2.29a1 1 0 000 1.42 1 1 0 001.42 0l4-4a.25.25 0 000-.07.9.9 0 00.21-.26z\" \/>\n<\/svg>\n\t\t\t<\/a>\n\t\t<\/p>\n\t\t\t\t<img class=\"tidbit img-einstein\"\n\t\tsrcset=\"\n\t\t\thttps:\/\/www.salesforce.com\/uk\/news\/wp-content\/themes\/newsroom\/assets\/images\/article-tidbit-einstein-large@0.5x.png 84w,\n\t\t\thttps:\/\/www.salesforce.com\/uk\/news\/wp-content\/themes\/newsroom\/assets\/images\/article-tidbit-einstein-large@1x.png 168w,\n\t\t\thttps:\/\/www.salesforce.com\/uk\/news\/wp-content\/themes\/newsroom\/assets\/images\/article-tidbit-einstein-large@2x.png 336w\n\t\t\"\n\t\tsrc=\"https:\/\/www.salesforce.com\/uk\/news\/wp-content\/themes\/newsroom\/assets\/images\/article-tidbit-einstein-large@1x.png\"\n\t\talt=\"Illustration of einstein\"\n\t\tsizes=\"(min-width:1024px) 175px, 130px\"\n\t>\n\t<\/aside>\n\n\n\n\n<p>\u201cAt Heathrow, we welcome up to 250,000 passengers each day. The scale of the airport and the services provided, from transport and parking to retail and security, means that having a single source of truth across the organisation is essential, particularly as customers are demanding more from their digital experiences. Salesforce makes this possible,\u201d explained Peter Burns, Director Marketing &amp; Digital at Heathrow.<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p>The scale of the airport and the services provided, from transport and parking to retail and security, means that having a single source of truth across the organisation is essential, particularly as customers are demanding more from their digital experiences. Salesforce makes this possible<\/p>\n<cite>Peter Burns, Director Marketing &amp; Digital at Heathrow<\/cite><\/blockquote>\n\n\n\n<p>With <a href=\"https:\/\/www.salesforce.com\/uk\/products\/genie\/overview\/\">Salesforce Data Cloud<\/a>, Heathrow can also capture passenger interactions from multiple channels and share this data in real time with relevant teams. By connecting customer service, marketing, and ecommerce interactions, Heathrow can anticipate individual passengers\u2019 needs before their next visit to the airport.<\/p>\n\n\n\n<p>With <a href=\"https:\/\/www.salesforce.com\/uk\/products\/marketing-cloud\/overview\/\">Marketing Cloud<\/a>, and by connecting over 30 different data sources, the airport can understand and segment its customers better and send targeted communications at key points before, during, and after their journey. From last-minute holiday purchase recommendations to passenger lounge options, Heathrow has experienced a 49% open rate for personalised customer emails, and an increase in average transaction value and spend per visit for customers.<\/p>\n\n\n\n<aside class=\"more-from-block more-from-block--2 alignfull wp-block-newsroom-moreontopic\">\n\t<div class=\"more-from-block__content\">\n\t\t\t\t\t<h4 class=\"more-from-block__title\">Related<\/h4>\n\t\t\n\t\t<div class=\"more-from-block__cards more-from-block__cards--2\"\n\t\t\t\t>\n\t\t\t\n\n<article\t\t\titemscope=\"\"\n\t\titemtype=\"https:\/\/schema.org\/Article\"\n\t\tdata-card-id=\"73645\"\n\t\tclass=\"content-card content-card--large-inline is-entire-area-clickable content-card--is-boxed\"\n\t\t\tdata-clickable-area-link=\"https:\/\/www.salesforce.com\/uk\/news\/stories\/agentforce-health-agents-for-harmonizing-medical-information\/\"\n\t>\n\t\t\t<div class=\"content-card__image-container\" itemprop=\"image\" itemscope itemtype=\"https:\/\/schema.org\/ImageObject\">\n\t\t\t<img width=\"1024\" height=\"576\" src=\"https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2026\/03\/The-End-of-Healthcare-Paperwork_-Salesforce-Agents-Fueled-by-HealthEx-and-Verily-Return-Focus-to-Patients-1.png?w=1024\" class=\"content-card__image\" alt=\"Salesforce puts digital paperwork on autopilot so care teams can focus on patients\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" loading=\"lazy\" decoding=\"async\" srcset=\"https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2026\/03\/The-End-of-Healthcare-Paperwork_-Salesforce-Agents-Fueled-by-HealthEx-and-Verily-Return-Focus-to-Patients-1.png 1200w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2026\/03\/The-End-of-Healthcare-Paperwork_-Salesforce-Agents-Fueled-by-HealthEx-and-Verily-Return-Focus-to-Patients-1.png?w=300&amp;h=169 300w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2026\/03\/The-End-of-Healthcare-Paperwork_-Salesforce-Agents-Fueled-by-HealthEx-and-Verily-Return-Focus-to-Patients-1.png?w=768&amp;h=432 768w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2026\/03\/The-End-of-Healthcare-Paperwork_-Salesforce-Agents-Fueled-by-HealthEx-and-Verily-Return-Focus-to-Patients-1.png?w=1024&amp;h=576 1024w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2026\/03\/The-End-of-Healthcare-Paperwork_-Salesforce-Agents-Fueled-by-HealthEx-and-Verily-Return-Focus-to-Patients-1.png?w=264&amp;h=149 264w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2026\/03\/The-End-of-Healthcare-Paperwork_-Salesforce-Agents-Fueled-by-HealthEx-and-Verily-Return-Focus-to-Patients-1.png?w=500&amp;h=281 500w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2026\/03\/The-End-of-Healthcare-Paperwork_-Salesforce-Agents-Fueled-by-HealthEx-and-Verily-Return-Focus-to-Patients-1.png?w=678&amp;h=381 678w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2026\/03\/The-End-of-Healthcare-Paperwork_-Salesforce-Agents-Fueled-by-HealthEx-and-Verily-Return-Focus-to-Patients-1.png?w=150&amp;h=84 150w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2026\/03\/The-End-of-Healthcare-Paperwork_-Salesforce-Agents-Fueled-by-HealthEx-and-Verily-Return-Focus-to-Patients-1.png?w=314&amp;h=177 314w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2026\/03\/The-End-of-Healthcare-Paperwork_-Salesforce-Agents-Fueled-by-HealthEx-and-Verily-Return-Focus-to-Patients-1.png?w=343&amp;h=193 343w\" \/>\t\t\t\t\t<\/div>\n\t\n\t<div class=\"content-card__content-container content-card__content-container--style-\">\n\t\t\n\t\t\n\t\t\t\t\t<h3 itemprop=\"headline\" class=\"content-card__title\">\n\t\t\t\t\t\t\t\t\t<a\n\t\t\t\t\t\thref=\"https:\/\/www.salesforce.com\/uk\/news\/stories\/agentforce-health-agents-for-harmonizing-medical-information\/\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t\t\t\t\t\t\t\t\tclass=\"content-card__title-link\"\n\t\t\t\t\t>\n\t\t\t\t\t\t\t\tThe End of Healthcare Paperwork: Salesforce Agents, Fueled by HealthEx, Verily, and Viz.ai, Return Focus to Patients\t\t\t\t<\/a>\t\t\t<\/h3>\n\t\t\n\t\t\t\t\n\t\t\n\t\t\t\t\t<div itemprop=\"readTime\" class=\"content-card__read-time\">\n\t\t\t\t6 min read\t\t\t<\/div>\n\t\t\n\t\t\t<\/div>\n\n<\/article>\n\n\n\n<article\t\t\titemscope=\"\"\n\t\titemtype=\"https:\/\/schema.org\/Article\"\n\t\tdata-card-id=\"73636\"\n\t\tclass=\"content-card content-card--large-inline is-entire-area-clickable content-card--is-boxed\"\n\t\t\tdata-clickable-area-link=\"https:\/\/www.salesforce.com\/uk\/news\/press-releases\/2026\/03\/03\/formula-1-agentforce-to-grow-fan-connection\/\"\n\t>\n\t\t\t<div class=\"content-card__image-container\" itemprop=\"image\" itemscope itemtype=\"https:\/\/schema.org\/ImageObject\">\n\t\t\t<img width=\"1024\" height=\"576\" src=\"https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2026\/03\/Formula-1-and-Salesforce-Power-the-Next-Level-of-Fan-Engagement-with-Agentforce-361.png?w=1024\" class=\"content-card__image\" alt=\"Formula 1 Powers Fan Engagement Strategy with Salesforce\u2019s Agentforce 360\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" loading=\"lazy\" decoding=\"async\" srcset=\"https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2026\/03\/Formula-1-and-Salesforce-Power-the-Next-Level-of-Fan-Engagement-with-Agentforce-361.png 1200w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2026\/03\/Formula-1-and-Salesforce-Power-the-Next-Level-of-Fan-Engagement-with-Agentforce-361.png?w=300&amp;h=169 300w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2026\/03\/Formula-1-and-Salesforce-Power-the-Next-Level-of-Fan-Engagement-with-Agentforce-361.png?w=768&amp;h=432 768w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2026\/03\/Formula-1-and-Salesforce-Power-the-Next-Level-of-Fan-Engagement-with-Agentforce-361.png?w=1024&amp;h=576 1024w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2026\/03\/Formula-1-and-Salesforce-Power-the-Next-Level-of-Fan-Engagement-with-Agentforce-361.png?w=264&amp;h=149 264w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2026\/03\/Formula-1-and-Salesforce-Power-the-Next-Level-of-Fan-Engagement-with-Agentforce-361.png?w=500&amp;h=281 500w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2026\/03\/Formula-1-and-Salesforce-Power-the-Next-Level-of-Fan-Engagement-with-Agentforce-361.png?w=678&amp;h=381 678w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2026\/03\/Formula-1-and-Salesforce-Power-the-Next-Level-of-Fan-Engagement-with-Agentforce-361.png?w=150&amp;h=84 150w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2026\/03\/Formula-1-and-Salesforce-Power-the-Next-Level-of-Fan-Engagement-with-Agentforce-361.png?w=314&amp;h=177 314w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2026\/03\/Formula-1-and-Salesforce-Power-the-Next-Level-of-Fan-Engagement-with-Agentforce-361.png?w=343&amp;h=193 343w\" \/>\t\t\t\t\t<\/div>\n\t\n\t<div class=\"content-card__content-container content-card__content-container--style-\">\n\t\t\n\t\t\n\t\t\t\t\t<h3 itemprop=\"headline\" class=\"content-card__title\">\n\t\t\t\t\t\t\t\t\t<a\n\t\t\t\t\t\thref=\"https:\/\/www.salesforce.com\/uk\/news\/press-releases\/2026\/03\/03\/formula-1-agentforce-to-grow-fan-connection\/\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t\t\t\t\t\t\t\t\tclass=\"content-card__title-link\"\n\t\t\t\t\t>\n\t\t\t\t\t\t\t\tFormula 1 and Salesforce Deepen Partnership, Expanding Agentforce to Grow Fan Connection Worldwide\t\t\t\t<\/a>\t\t\t<\/h3>\n\t\t\n\t\t\t\t\n\t\t\n\t\t\t\t\t<div itemprop=\"readTime\" class=\"content-card__read-time\">\n\t\t\t\t4 min read\t\t\t<\/div>\n\t\t\n\t\t\t<\/div>\n\n<\/article>\n\n\t\t<\/div>\n\t\t<noscript>\n<div class=\"pagination-fallback\">\n\n\t\t<a href=\"https:\/\/www.salesforce.com\/uk\/news\/wp-json\/wp\/v2\/posts\/68005\/page\/2\/?bc=OTH#section-title\">\n\t\t\tOlder Posts\t\t<\/a>\n\t\t<\/div>\n<\/noscript>\n\t<\/div>\n<\/aside>\n\n\n\n<p>\u201cFrom ensuring passengers can access the right airport services at the right time, to running all customer communications on the one platform, we\u2019re helping our teams make every journey and shopping experience better through greater digitalisation and personalisation,\u201d continued Burns.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Boosting efficiency and revenue with better service and personalisation<\/h2>\n\n\n\n<p>With <a href=\"https:\/\/www.salesforce.com\/uk\/products\/service-cloud\/overview\/\">Service Cloud<\/a>, the airport is empowering its customers and Heathrow service teams to answer queries faster and smarter. Einstein chatbots, for example, have helped improve customer service efficiency and quality, significantly reduce call volumes, and free up agent time. On average, <a href=\"https:\/\/www.salesforce.com\/resources\/customer-stories\/heathrow-personalisation-digital-revenue\/\">4,000 queries are answered by chatbots<\/a> each month.<\/p>\n\n\n\n<p>In the second quarter of this financial year, Heathrow signed a two-year Service Cloud deal to implement Einstein. Einstein will aid Heathrow\u2019s contact center agents by writing service replies and completing wrap-up codes.<\/p>\n\n\n\n<p>As well as transforming its own digital services, Heathrow is enabling the airport\u2019s many retail and catering brands to connect with customers in new ways. Launched with <a href=\"https:\/\/www.salesforce.com\/uk\/products\/commerce-cloud\/overview\/\">Commerce Cloud<\/a>, Heathrow\u2019s <a href=\"https:\/\/www.heathrow.com\/at-the-airport\/shopping\/reserve-and-collect\">Retail Reserve &amp; Collect service<\/a>, for instance, provides passengers the ability to make purchases online before they reach the airport.<\/p>\n\n\n\n<p>Salesforce partner <a href=\"https:\/\/appexchange.salesforce.com\/appxConsultingListingDetail?listingId=a0N30000003Hub3EAC\">Capgemini<\/a> led Heathrow\u2019s integration of Service Cloud, Marketing Cloud, and Commerce Cloud. By integrating its ecommerce platform with customer service and marketing tools, Heathrow can update passengers on their shopping orders, process online quotes, and handle purchases for its parking services.&nbsp;<\/p>\n\n\n\n<p>\u201cHeathrow is a crucial connection between the UK and the rest of the world. Bringing together all of its airport and retail partner\u2019s services and customer communications on one platform speaks volumes of the enormous business and economic opportunities of combining AI, data, and CRM,\u201d said Zahra Bahrololoumi, CEO, Salesforce UKI.<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p>Bringing together all of its airport and retail partner\u2019s services and customer communications on one platform speaks volumes of the enormous business and economic opportunities of combining AI, data, and CRM<\/p>\n<cite>Zahra Bahrololoumi, CEO, Salesforce UKI<\/cite><\/blockquote>\n\n\n\n<p>\u201cDelivering data-driven insights, plus seamless and personalised customer experiences at scale, all whilst simplifying its technology is setting Heathrow up for greater success, and building greater agility and security across its organisation,\u201d added Bahrololoumi.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\">Learn more<\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li><a href=\"https:\/\/www.salesforce.com\/dreamforce\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">Tune in to<\/a>\u00a0Dreamforce 2023 on Salesforce+ September 12-14, 2023<\/li>\n\n\n\n<li>Learn more about Heathrow\u2019s digital transformation journey with Salesforce <a href=\"https:\/\/www.salesforce.com\/resources\/customer-stories\/heathrow-personalisation-digital-revenue\/\">here<\/a><\/li>\n\n\n\n<li>Read more Salesforce customer news <a href=\"https:\/\/www.salesforce.com\/uk\/news\/topics\/customer-success\/\">here<\/a><\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>Greater integration and consolidation of its technology applications, plus automation and personalisation, has helped Heathrow boost digital revenue by 30% since 2019 Salesforce, the global leader in CRM, today announced that Heathrow Airport, the UK\u2019s largest airport and second in the world for international travel, is leveraging Salesforce technology to transform customer experiences and drive [&hellip;]<\/p>\n","protected":false},"author":0,"featured_media":68127,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"sf_subhead":"","sf_i18n_disclaimer":false,"_jetpack_memberships_contains_paid_content":false,"alternateThumbnailId":0,"sf_product_cta_id":0,"footnotes":""},"categories":[],"tags":[],"sf_content_type":[3994],"sf_theme":[3979],"sf_topic":[3978,4074,4029,3998],"sf_product":[4052,4290],"sf_industry":[],"sf_role":[],"sf_multimedia_asset":[],"sf_location":[4301],"sf_collection":[4522,4712],"sf_visibility":[],"coauthors":[],"class_list":["post-68005","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","sf_content_type-snapshots","sf_theme-customer-engagement","sf_topic-artificial-intelligence","sf_topic-automation","sf_topic-customer-engagement","sf_topic-customer-success","sf_product-customer-360","sf_product-data-cloud","sf_location-global","sf_collection-future-of-crm","sf_collection-london-tour-london-2023"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - 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