Publicis Sapient partners with Heathrow to reimagine its digital offering

10 January 2020 Consultancy.uk

Digital transformation specialist Publicis Sapient has been enlisted to help Heathrow elevate its digital offering for customers. As the airport continues to expand, it will now deliver its services to flyers via a single seamless website system.

Amid rising consumer demand, heightened competition, and the need to expand and improve commercial airline fleets to meet with growing environmental concerns, many airports are bracing themselves for a period of complex evolution. There are few better examples of this coming era of change than Heathrow Airport. The major international airport in London is the second busiest airport in the world in terms of international passenger traffic.

Following a tense period of debate, where a prospective third runway was pilloried by local residents and environmentalists for its potential impacts on both climate change and noise pollution, Heathrow is now on the cusp of embarking on a multi-billion expansion plan. On top of this, however, if the airport is to facilitate a smooth transition and maximise the use of its newly expanded area, Heathrow will have to reimagine its digital offering.

Publicis Sapient partners Heathrow to reimagine its digital offering

In order to facilitate this, digital transformation specialist Publicis Sapient has joined Heathrow as a partner, helping the airport to accelerate its digital transformation efforts. With an ambition to provide a contemporary, seamless, and personalised journeys to both its existing and new passengers, Heathrow enlisted Publicis Sapient to assist in future-proofing its business, substantially building its audience and commercial revenue whilst migrating several existing websites onto one core platform via Adobe Experience Manager.

Nick Shay, Vice President, Travel & Hospitality Lead EMEA of Publicis Sapient, said of the news, “We are proud to support Heathrow’s digital transformation and help Heathrow to reimagine their business for the future. We look forward to continuing this journey with them in 2020.”

So far, Publicis Sapient has worked with Heathrow in the conceptualisation and creation of the new digital platform by helping to provide them with business, digital and content strategy, technology and client experience from the outset. As a result of maintaining this single experience platform, Heathrow has gained multiple efficiencies, including a more seamless user experience aligned with Heathrow’s core brand values and branding, and an initial increase in brand preference.

Pete Burns, Director of Marketing & Digital at Heathrow commented, “It’s fantastic to be working with Publicis Sapient on our digital efforts. Our new website heathrow.com has been entirely reorganised around the passenger for a seamless, unified offer that is fit for future purpose. We are excited for what we can further achieve together on our transformation journey.”


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