Insider, Loved by Indonesia Brands, including AdiraKu, Bank Saqu, By.U, CIMB Niaga, FIF Group, Garuda/Asyst , IKEA, KAI, MAP Active, MAPCLUB, Siloam Hospital, Sociolla, Somethinc, Telkomsel, UniPin, and Watsons Named the 5th Best Software Product in the World by G2

[Jakarta, 24 July 2024] – Insider, the #1 AI-native platform for individualized, cross-channel customer experiences, has been named the 5th Best Software Product in the world with the most #1 rankings by G2. The news comes as it unveils its latest AI innovations, enhanced features, and integrations to empower Indonesia brands and address the most pressing challenges faced by marketers and CX leaders in Indonesia.

With ongoing economic uncertainty in 2024, the latest economic reports highlight that while consumer spending is up, competition on pricing continues to increase while brand loyalty decreases, squeezing profit margins for many Indonesia retailers and brands. Delivering a truly engaging and unique customer experience per person at scale is the key to building customer loyalty and driving profitable growth. Insider’s latest AI-native product innovations reflect these changing consumer trends and ensure its impressive portfolio of businesses—including one-third of the Fortune 500 and companies like AdiraKu, Bank Saqu, By.U, CIMB Niaga, FIF Group, Garuda/Asyst , IKEA, KAI, MAP Active, MAPCLUB, Siloam Hospital, Sociolla, Somethinc, Telkomsel, UniPin, and Watsons – gain immediate access to these innovations to effortlessly elevate their customer experience.

“We are experiencing exponential growth in Indonesia. More Indonesian brands are moving from traditional, clunky cloud players to Insider, taking advantage of our Switch to Insider program -—which guarantees minimal effort, zero. downtime, and guarantees the quickest time to value, allowing marketing teams to achieve more growth while driving higher productivity and efficiency. After moving into the G2 Best Software Product leaderboard six months ago, Insider has climbed to position #5, taking its place among generational tech companies, including, Google, and Hubspot. This recognition is a testament to Insider’s dedication to redefining customer experiences through our AI-native solution. Our product, combined with our focus on integrations, and unparalleled local customer support is proof that marketers can and should be able to have it all.” says Kubilay Sengun, VP of Europe at Insider. 

Insider’s latest product updates:

The world’s most comprehensive Generative AI solution for CX

Sirius AI™, Insider’s patent-pending AI solution for customer experience combines the power of Predictive, Conversational, and Generative AI, large language models, and machine learning to make marketing teams 60% more productive and uncover new opportunities to drive growth and revenue.

With Sirius AI™, marketers can build targeted segments in a fraction of the time, orchestrate connected customer journeys based on preferred outcomes in seconds, generate copy automatically, and enable two-way conversations on autopilot. Sirius AI™ solves marketers’ biggest frustrations, which decelerates business growth and revenue. Sirius AI™ removes weeks of manual effort and eliminates guesswork at every level of customer experience creation.

Conversational CX: Engage audiences with contextual, two-way conversations

Insider’s latest updates in Conversational CX allow brands to engage in unstructured, two-way conversations across channels like WhatsApp, Instagram, Web, App, to market, sell, and support users at any stage of the customer journey. Insider’s Conversational CX solution offers an extensive library of pre-built conversational blocks, empowering brands to interact with consumers in the conversational style they would use with their family and friends.

This solution reflects the changing dynamics of customer-business interactions, with customers now preferring immediate attention to their needs through two-way dialogues instead of browsing and clicking on CTAs. Brands can now seamlessly deliver data-driven, contextual, automated conversations—on autopilot—by leveraging context from Insider’s CDP to ensure every conversation is relevant and meaningful based on customer preferences and other attributes. This includes WhatsApp Commerce, WhatsApp Flows, and chatbots.

Insider offers a single solution for intelligent conversational customer experiences on the channels customers care about

“Insider’s WhatsApp Commerce has fundamentally changed how we interact with our customers. We can now meet them where they already are and offer a complete order experience from within their favorite app. Introducing WhatsApp conversational commerce into our channels has reduced cart abandonment by 61% and improved AOV by 38%.” — Ecommerce Director, Leading Grocery Retailer

Introducing the AI-native CDP for driving enterprise-scale CX orchestration 

Disconnected data poses a significant threat to businesses, leading to substantial revenue loss. In the US alone, businesses lose $3.1 trillion annually due to poor data management. Insider has introduced its AI-native Customer Data Platform designed to revolutionize data management and drive impactful customer experiences. Unlike traditional CDPs that merely collect data, Insider’s AI-native CDP harnesses the power of multi-sourced data to create seamless and context-rich experiences. With the ability to process 4.5 billion data points weekly and generate over 14 billion AI predictions monthly, Insider’s CDP empowers businesses to: integrate data from any source, create the most comprehensive view of the customer, ensure data integrity, and leverage actionable analytics.

Boost product discovery through search results and category pages with AI-powered Search Merchandising 

Searchandising (from “search merchandising”) with Eureka means brands can now leverage AI to tailor search results, highlight the most relevant products based on shopper intent, and customize and organize search results to meet business goals via criteria or rules. 

These updates will help marketers make well-informed decisions based on available product inventory by promoting excess stock products or deprioritizing products that are low- or out-of-stock. Brands can adapt to seasonal changes faster by promoting products for shorter periods and then quickly disabling the defined rules, promoting the most popular and in-demand brands to increase revenues quickly, or promoting new products to ensure they start selling. 

Customize search results and category pages for online shoppers with Search Merchandising 

Insider now integrates seamlessly with Snowflake, Census, and Amazon S3 to enrich campaigns with stronger personalization

Insider is committed to helping businesses build an ecosystem that best serves their needs and customers, by building deep integrations and partnerships with other leading marketing technology vendors. 

Brands can now sync their Snowflake data with Insider to trigger tailored campaigns across 12+ channels. As Insider activates warehouse data across messaging channels, every customer interaction is tracked and collected, allowing brands to easily share engagement data with Snowflake to enrich warehouse insights.

Businesses using Census can now connect their Census data warehouse to Insider via Reverse ETL technology, activating their entire cloud data warehouse without SQL. Marketers can engage users by triggering tailored campaigns from their data warehouse with accurate personalization based on customers’ unique characteristics and past interactions.

Insider’s integration with Amazon S3 enables brands to quickly and easily personalize their website experience with Insider’s 140+ ready-made onsite templates, AI-native recommendation blocks, social media-like stories, and more. As Insider activates the data across messaging channels, every customer interaction is tracked and collected and can be shared with Amazon S3 for flawless data integrity.

Here’s what Insider’s customers have to say

“Our main aim was to target our messaging-first audience with channels like SMS and WhatsApp. Insider was the best in the market not just for their world-class product but also for the fact that they have a knowledge base and expert support that can help you attain your goals much faster than your competitors.”

“By using Insider for all our channels, we now have unified profiles for our customers, and we have a detailed view of them, their preferences, behavior, and more. We have been able to improve our communication, content, and service.”

“Insider delivers extraordinary revenue. The best part is that it takes us only a matter of minutes to set up a campaign and get it going. All [our] campaigns have given phenomenal results.”
Estée Lauder

Insider’s recent recognition

Insider’s momentum is recognized in its most recent milestones and recognitions, including:

  • Insider named the #2 Best Software Company in the UK in G2’s 2024 Software Awards.
  • Named the #1 Leader in IDC’s inaugural MarketScape: Worldwide Omni-Channel Marketing Platforms for B2C Enterprises 2023, where Gerry Murray, Research Director, Marketing and Sales Technology at IDC, stated: “The big names in the market no longer have a decisive technological advantage, which is symptomatic of a mature market. In fact, a group of disruptors led by platforms like Insider are either at or above technical parity with the conventional solutions.” 
  • Named the  #1 Leader in the 2023 Gartner® Magic Quadrant™ for Personalization Engines for the third year running. Insider received the highest scores in all three personalization use cases: Marketing (3.99/5.0), Digital Commerce (4.11/5.0), and Services and Support (3.94/5.0), achieving the highest scores of any other vendor.
  • Named the #1 Leader in G2’s Spring 2024 reports in more than six grids including Mobile Marketing, Customer Data Platforms (CDP), Personalization Engines, Customer Journey Analytics, and E-commerce Personalization, with a 100/100 user satisfaction score, the highest of any vendor.

Insider growth in Indonesia continues 

Insider recently attended IRX & eDX Conference and Etail in Indonesia. Both events brought together CX professionals, marketers, and thought leaders in to explore the latest trends in CX. At IRX & eDX Conference, Insider’s Senior Digital Consultant, Jon Dixon, hosted a session on why building strong relationships with customers goes beyond simply offering a product or service. While Insider’s Sales Manager Emily Maddox had the opportunity to sit down with Juliana Allegrini, Global Head of Marketing at Generation (and Insider customer) to discuss how Insider helped the brand revolutionize their marketing strategy through AI automation and personalization. 

In light of Insider’s continued business growth, expanding client base, and to ensure Indonesia customers continue to receive exceptional local customer support, Insider is hiring in it’s Indonesia team, including the following roles:  Customer Success Manager, Sales Development Representative, and Enterprise Account Executive.