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What’s next for Heathrow as it seeks to provide the most personalised passenger experience in the world?

Bill Twibill
Nov 15, 2023

As one of the most connected airports in the world, Heathrow is constantly looking to technological solutions to drive greater efficiencies and experiences for both passengers and colleagues as it continues in its post-COVID recovery. Its vision is to provide the best airport experience in the world, using a ‘One Heathrow’ ecosystem and platform that connects passengers with suppliers.

For the past 14 years, this is a vision we’ve shared. And as Heathrow’s focus and requirements evolve, so does our relationship – in fact, we recently signed a new 4-year deal to provide DevOps support for its extensive technology estate. Working with Heathrow we will assist to deliver a bespoke and streamlined airport experience for passengers, by offering up a supplier marketplace that has been curated to display the most appropriate products and services.

We’ll continue to provide development and support of existing products and services such as Reserve & Collect shopping, Parking & Services, Customer Service and 24/7 Level 2 support – which is a continuation of the work started by Capgemini and Salesforce in 2018 to deliver Heathrow’s commercial digital vision. But we’ll also be working with Salesforce to introduce a greater level of personalisation to the passenger experience using Salesforce Data Cloud and Marketing Cloud to better utilise customer data and analytics.

And we’ll be assisting Heathrow in re-launching its VIP service which offers bespoke solutions to high profile travelers.

As Bob Stickland, Head of Technology Commercial & Digital Platforms at Heathrow Airport said: “Capgemini has demonstrated over the past decade that it understands and is committed to our vision of providing the best experience for passengers travelling through our airport, while also being able to overcome challenges and deliver true technological change.”

It’s an exciting journey to be on together.

Bill Twibill

Vice President, Travel and Transportation at Capgemini UK
Bill Twibill leads the Travel, Transportation and Technology Services sector for Capgemini UK. He brings over 25 years of helping clients achieve strategic goals through the use of new technologies. Bill always looks to develop a deep understanding of a client’s needs and supports transformation through innovation encompassing people, technology and process arenas. Bill has a breadth of experience covering Transformation and Change Management programmes across Travel and Transportation, Telecommunications, Finance and Defense.