The new partnership will focus on delivering specialised DevOps support in order to create a “personalised passenger experience”. Capgemini will assist Heathrow in relaunching its VIP service, which provides tailored services for high-profile travellers.
The new extension will increase the previous 14-year partnership to 2027.
The partnership will oversee continued development across existing operations, which include shopping services, parking services, customer services and level 2 support.
Bob Stickland, head of technology commercial and digital platforms at Heathrow Airport, highlighted the strong relationship between the two companies.
Stickland 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.”
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Heathrow is determined to provide efficient and valued customer service, which is emphasised through its ‘One Heathrow’ system and stated in its sustainability strategy.
The relationship extension, according to Capgemini, will build on the work begun by Capgemini and Salesforce in 2018 to carry out Heathrow’s commercial digital strategy.
Alongside DevOps, Salesforce Data Cloud and Marketing Cloud will be included in the new arrangement to improve the use of customer data and analytics.