Singapore Airlines picks Insider for AI-driven customer management

Singapore Airlines has picked growth management platform Insider to drive its customer satisfaction initiatives.

Using AI, Singapore Airlines will now be able to tailor personalised experiences for individual customers using historic, real time and predictive data.

The announcement: 

Singapore Airlines, one of the world’s best airlines, has chosen Insider to help drive its digital growth and deliver seamless, personalized experiences to customers across all its channels. 

“We are delighted to see that Singapore Airlines has chosen to partner with Insider following a rigorous Request for Proposal (RFP) process with numerous marketing and personalization technology vendors and providers. In essence, Singapore Airlines can now create a 360-degree view of each customer and optimize its full-funnel multichannel customer experience. Using the latest AI technologies, Insider’s Growth Management Platform will enable Singapore Airlines to deliver highly personalized, meaningful experiences to each individual based on historical, real-time and predictive data,” said Hande Cilingir, CEO & Co-founder at Insider.

“I must say, it has been one of the most thorough Request for eProposal (RFP) experiences our team has ever taken part in. I believe the reason why Insider outperformed other providers was primarily our agility and ability to evolve our AI-powered platform at the speed of our customers’ changing expectations, backed with our expertise in the airline industry. As we are building new categories, our top-notch engineering team strives to stay ahead of the trends, incorporating the latest technologies like WhatsApp Business API and Facebook Messenger to increase the number of channels, helping marketers deliver consistent experiences,” said Hande Cilingir, CEO & Co-founder at Insider.

“Singapore Airlines’ decision to focus on providing relevant, contextual interactions to its customers demonstrates its deep commitment to becoming a leader in multichannel customer experiences, and we are very excited to be taking this journey together,” added Cilingir.

Sequoia-backed Insider is the first integrated digital Growth Management Platform, enabling more than 450 top enterprise brands across industries in 20 countries to drive their digital growth through delivering personalized experiences to millions of customers.

One of the key things that Insider does well is to unify customer data across channels, enabling businesses to segment users with advanced AI technologies and deliver personalized cross-channel experiences. Insider, with its agile focus on emerging technologies, continually integrates new features and channels like web push, product discovery (Maven), WhatsApp Business API and Facebook Messenger to improve its platform. With its AI-backed predictive technologies, Insider’s platform can serve contextualized recommendations on-site and optimize Return on Ad Spend (ROAS) by predicting which users are most likely to convert. 

To maintain its leading position in the airline industry, Singapore Airlines continually evolves its tech stack to provide travelers with personalized digital experiences across channels. Besides delivering top-notch experiences in real-time, Singapore Airlines also wanted to improve its key metrics such as conversion rates, ancillary revenue, and customer satisfaction scores. They were looking for a multi-channel, industry-leading platform that would integrate seamlessly into the existing tech stack and empower the marketing team to move quickly in response to ever-changing consumer demands. 

With Insider, Singapore Airlines can easily implement initiatives on-the-fly. Insider helped the airline tap into customer intelligence and enable them to treat every single traveler as an individual. Now, using Insider’s Growth Management Platform, Singapore Airlines offers customers an experience that best serves their needs, no matter what device they are using.

The eCommerce team at Singapore Airlines has been impressed by Insider’s product roadmap and commitment to developing new features based on emerging trends and customer requirements. The wealth of Insider’s vertical expertise, proactive, customer-centric and innovative company culture were also important considerations for Singapore Airlines in the decision-making process. 

Singapore Airlines will employ the powerful capabilities of the Growth Management Platform to personalize the end-to-end experience for its customers and impact its key metrics.

Using the entire platform, Singapore Airlines will be able to personalize customer experiences at every stage of the funnel from acquisition and activation, through to retention and revenue (AARR). Onsite personalization can be used to tailor the booking experience to each individual user’s needs and drive conversions. At the post-booking stage, push notifications can be optimized to drive customer loyalty and encourage repeat purchases. Finally, a combination of onsite personalization and recommendations can be employed to drive hugely important upsell, or ancillary revenue.

The integration of Insider’s Growth Management Platform is simple for marketers to get started right away. Once integrated, marketers can start delivering experiences within minutes and turn their ideas into experiences. Traditional marketing clouds struggle to integrate in such a holistic way due to slow-moving innovation.

Singapore Airlines joins more than 450 industry-leading brands who are using Insider to change the face of digital customer experience. 

Source: Insider press release


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