Case Study

Elevating Heathrow’s Customer Experience: A Data-Driven Success Story with Acxiom

Introduction:

Discover how the partnership between Heathrow Airport and Acxiom, a leading data and marketing services provider, transformed the airport’s customer experience. Through innovative data strategies and cutting-edge technology, Acxiom empowered Heathrow to optimize its customer interactions and achieve remarkable results.

1. Developing a Data-Driven Customer Experience:

By collaborating with Acxiom, Heathrow embarked on a journey to develop a robust CRM data strategy. This involved consolidating customer data from various sources to create a single customer view. The result? Heathrow gained comprehensive insights into customer preferences and behaviors, leading to a 30% increase in customer satisfaction and a significant reduction in complaints.

2. Optimizing Martech Capabilities:

Acxiom played a crucial role in enhancing Heathrow’s marketing technology (Martech) ecosystem. Through strategic analysis and the implementation of advanced tools, Acxiom streamlined Heathrow’s marketing operations, resulting in improved campaign effectiveness and operational efficiencies. This led to increased customer engagement and revenue generation.

Impressive Results:

The collaboration between Heathrow and Acxiom produced outstanding outcomes, demonstrating the power of data-driven strategies in transforming customer experiences:

25%

Customer Engagement: Heathrow experienced a 25% increase in customer satisfaction scores, driven by personalized communications and tailored experiences.
20%

Revenue Growth: Acxiom’s data insights enabled Heathrow to identify cross-selling and upselling opportunities, leading to a remarkable 20% year-on-year uplift in retail revenue.
20%

Operational Efficiencies: By optimizing Heathrow’s Martech ecosystem, Acxiom helped reduce costs by 20% and improved resource allocation, resulting in streamlined processes and enhanced campaign management

Connected Spaces: Transforming the Customer Journey

Through the integration of data from various touchpoints, such as parking, security, and retail, Heathrow and Acxiom transformed the customer journey. This data-driven approach facilitated personalized communications, contributing to a 35% increase in retail conversions and a substantial 40% growth in non-aviation revenue.

Extending the Partnership

Heathrow recognized the value of the partnership with Acxiom and extended their collaboration. This ongoing relationship ensures that Heathrow remains at the forefront of data-driven customer experiences, continuously adapting to evolving customer needs and preferences.

Conclusion

The success story of Heathrow Airport with Acxiom exemplifies the power of data-driven strategies in enhancing customer experiences. By leveraging Acxiom’s expertise and cutting-edge technology, Heathrow achieved significant improvements in customer satisfaction, revenue growth, and operational efficiencies. This case study serves as an inspiration for organizations seeking to harness the potential of data-driven insights to elevate their own customer experiences and drive success.

Watch Video

Heathrow case study: Better connected experiences

Heathrow case study

Better connected experiences

Every year, over 75 million passengers travel through Heathrow on their way to and from 185 cities. Watch this video to see how Heathrow solved the customer experience challenge and achieve 23% increase in customer spend per visit.