{"id":635601,"date":"2023-11-14T05:47:05","date_gmt":"2023-11-14T05:47:05","guid":{"rendered":"https:\/\/www.capgemini.com\/gb-en\/?p=635601"},"modified":"2025-09-25T14:40:06","modified_gmt":"2025-09-25T14:40:06","slug":"capgemini-lands-a-new-four-year-deal-to-support-heathrows-ambition-to-provide-the-most-personalised-passenger-experience-in-the-world","status":"publish","type":"post","link":"https:\/\/www.capgemini.com\/gb-en\/insights\/expert-perspectives\/capgemini-lands-a-new-four-year-deal-to-support-heathrows-ambition-to-provide-the-most-personalised-passenger-experience-in-the-world\/","title":{"rendered":"What\u2019s next for Heathrow as it seeks to provide the most personalised passenger experience in the world?"},"content":{"rendered":"\n<header class=\"wp-block-cg-blocks-hero-blogs header-hero-blogs\"><div class=\"container\"><div class=\"hero-blogs\"><div class=\"hero-blogs-content-wrapper\"><div class=\"row\"><div class=\"col-12\"><div class=\"header-title\"><h1>What\u2019s next for Heathrow as it seeks to provide the most personalised passenger experience in the world?<\/h1><\/div><\/div><\/div><\/div><div class=\"hero-blogs-bottom\"><div class=\"header-author\"><div class=\"author-img\"><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/5\/2023\/11\/Cusak-Georgie-rotated.jpg?w=200&amp;quality=10\" alt=\"\" loading=\"lazy\"\/><\/div><div class=\"author-name-date\"><h5 class=\"author-name\">Bill Twibill<\/h5><h5 class=\"blog-date\">Nov 15, 2023<\/h5><\/div><\/div><div class=\"brand-image\"><\/div><\/div><\/div><\/div><\/header>\n\n\n\n<section class=\"wp-block-cg-blocks-group undefined section section--article-content\"><div class=\"article-main-content\"><div class=\"container\"><div class=\"row\"><div class=\"col-12 col-md-1\"><nav class=\"article-social\"><ul class=\"social-nav\"><li class=\"ip-order-fb\"><a href=\"https:\/\/www.facebook.com\/sharer\/sharer.php?u=https:\/\/www.capgemini.com\/gb-en\/insights\/expert-perspectives\/capgemini-lands-a-new-four-year-deal-to-support-heathrows-ambition-to-provide-the-most-personalised-passenger-experience-in-the-world\/\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-fb\"><\/i><span class=\"sr-only\">Facebook<\/span><\/a><\/li><li class=\"ip-order-tw\"><a href=\"https:\/\/twitter.com\/intent\/tweet?url=https:\/\/www.capgemini.com\/gb-en\/insights\/expert-perspectives\/capgemini-lands-a-new-four-year-deal-to-support-heathrows-ambition-to-provide-the-most-personalised-passenger-experience-in-the-world\/&amp;text=Capgemini%20lands%20a%20new%20four-year%20deal%20to%20support%20Heathrow%E2%80%99s%20ambition%20to%20provide%20the%20most%20personalised%20passenger%20experience%20in%20the%20world\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-tw\"><\/i><span class=\"sr-only\">Twitter<\/span><\/a><\/li><li class=\"ip-order-li\"><a href=\"https:\/\/www.linkedin.com\/sharing\/share-offsite\/?url=https:\/\/www.capgemini.com\/gb-en\/insights\/expert-perspectives\/capgemini-lands-a-new-four-year-deal-to-support-heathrows-ambition-to-provide-the-most-personalised-passenger-experience-in-the-world\/&amp;text=Capgemini%20lands%20a%20new%20four-year%20deal%20to%20support%20Heathrow%E2%80%99s%20ambition%20to%20provide%20the%20most%20personalised%20passenger%20experience%20in%20the%20world\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><span class=\"sr-only\">Linkedin<\/span><\/a><\/li><\/ul><\/nav><\/div><div class=\"col-12 col-md-11 col-lg-10\"><div class=\"article-text article-quote-text\">\n<p>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 \u2018One Heathrow\u2019 ecosystem and platform that connects passengers with suppliers.<\/p>\n\n\n\n<p>For the past 14 years, this is a vision we\u2019ve shared. And as Heathrow\u2019s focus and requirements evolve, so does our relationship \u2013 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.<\/p>\n\n\n\n<p>We\u2019ll continue to provide development and support of existing products and services such as Reserve &amp; Collect shopping, Parking &amp; Services, Customer Service and 24\/7 Level 2 support \u2013 which is a continuation of the work started by Capgemini and Salesforce in 2018 to deliver Heathrow\u2019s commercial digital vision. But we\u2019ll 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.<\/p>\n\n\n\n<p>And we\u2019ll be assisting Heathrow in re-launching its VIP service which offers bespoke solutions to high profile travelers.<\/p>\n\n\n\n<p>As Bob Stickland, Head of Technology Commercial &amp; Digital Platforms at Heathrow Airport said: \u201cCapgemini 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.\u201d<\/p>\n\n\n\n<p>It\u2019s an exciting journey to be on together.<\/p>\n<\/div><\/div><\/div><\/div><\/div><\/section>\n\n\n\n<section class=\"section section--expert-slider wrapper-people-slider wp-block-cg-blocks-wrapper-people-slider undefined\"><div class=\"container\"><div class=\"content-title\"><\/div><\/div><div class=\"slider slider-boxed\"><div class=\"container\"><div class=\"slider-window\"><div class=\"slider-list\">\t\t<div class=\"slide\">\n\t\t\t<div class=\"box\">\n\t\t\t\t<div class=\"row\">\n\t\t\t\t\t<div class=\"col-md-6 col-lg-4 box-img-wrapper\">\n\t\t\t\t\t\t<img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/5\/2023\/11\/Cusak-Georgie-rotated.jpg\" alt=\"Bill Twibill\"\/>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div class=\"col-md-6 col-lg-8 box-inner\">\n\t\t\t\t\t\t<div class=\"row title-social-media-header\">\n\t\t\t\t\t\t\t<div class=\"col-md-12 col-lg-6 mbl-social-icon\">\n\t\t\t\t\t\t\t\t<ul class=\"social-nav\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<li>\n\t\t\t\t\t\t\t\t\t\t\t<a class=\"subnav-button--form\" href=\"javascript:void(0)\" aria-label=\"contact us\" data-bs-toggle=\"modal\" data-bs-target=\"#WPB6c919073_9630_4b59_ae6d_2bbdbe6a7d34\" data-bs-expert-title=\"1\">\n\t\t\t\t\t\t\t\t\t\t\t\t<i aria-hidden=\"true\" class=\"ico-form\"><\/i>\n\t\t\t\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"col-md-12 col-lg-6 box-container\">\n\t\t\t\t\t\t\t\t<div class=\"box-title\">\n\t\t\t\t\t\t\t\t\t<h3 class=\"people-profile-title\">Bill Twibill<\/h3>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span>Vice President, Travel and Transportation at Capgemini UK<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"col-md-12 col-lg-6 social-box-container dkt-social-icon\">\n\t\t\t\t\t\t\t\t<ul class=\"social-nav\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"people-info\">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\u2019s 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. <\/div>\n\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div><\/div><\/div><div class=\"slider-nav\"><button class=\"slider-prev inactive\" aria-label=\"Slider-previous\" tabindex=\"-1\"><\/button><ul class=\"slider-paginator\"><\/ul><button class=\"slider-next\" aria-label=\"Slider-next\"><\/button><\/div><\/div><\/section>\n","protected":false},"excerpt":{"rendered":"<p>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 \u2018One Heathrow\u2019 ecosystem and platform that connects passengers with suppliers.<\/p>\n","protected":false},"author":189,"featured_media":562867,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"cg_dt_proposed_to":[],"cg_seo_hreflang_relations":"[]","cg_seo_canonical_relation":"","cg_seo_hreflang_x_default_relation":"{\"uuid\":\"04a76708-75f0-4645-9ebf-5c7196426aee\",\"blogId\":\"\",\"domain\":\"\",\"sitePath\":\"\",\"postLink\":\"\",\"postId\":null,\"isSaved\":true,\"isCrossLink\":false,\"hasCrossLink\":false}","cg_dt_approved_content":true,"cg_dt_mandatory_content":false,"cg_dt_notes":"","cg_dg_source_changed":false,"cg_dt_link_disabled":false,"_yoast_wpseo_primary_brand":"30","_jetpack_memberships_contains_paid_content":false,"footnotes":"","featured_focal_points":""},"categories":[3],"tags":[214,233,22],"brand":[30],"service":[],"industry":[],"partners":[],"blog-topic":[510],"content-group":[],"class_list":["post-635601","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-innovation","tag-customer-experience","tag-digital","tag-technology","brand-capgemini","blog-topic-technology"],"yoast_head":"<!-- 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