Insider, Loved by Malaysian Brands, including The Body Shop, Maxis, and Watsons, Named the 5th Best Software Product in the World by G2

[Malaysia, June 21, 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 Malaysian brands and address the most pressing challenges faced by marketers and CX leaders in Malaysia.

Malaysian consumers are known for their digital fluency and embrace of technology. This creates a dynamic environment where businesses need to deliver exceptional and personalized experiences across all channels. Traditional marketing methods might not be enough to keep up. This is where Insider can help.. 

Our AI-powered platform empowers businesses to orchestrate personalized customer journeys across all channels, from social media and email to in-store and mobile app interactions. This ensures that Malaysian brands can deliver the consistent and engaging experiences their customers crave.  Our impressive roster of clients, including leading Singaporean brands and a third of the Fortune 500 Coca-Cola, Adidas, Slazenger, Vodafone, Samsung, Estée Lauder, Virgin, GAP, Santander, and Singapore Airlines, leverage Insider’s capabilities to create lasting customer relationships and drive profitable growth. 

Insider has experienced phenomenal growth in Malaysia. Local brands are rapidly adopting our platform, recognizing the power of omnichannel personalization. Our ‘Switch to Insider’ program offers a smooth transition, guaranteeing minimal effort, zero downtime, and the fastest path to value. This empowers marketing teams to unlock significant growth while working smarter, not harder. Insider’s ascent to the #5 position in G2’s Best Software Product leaderboard within just six months is a testament to our commitment to innovation. Our comprehensive solution, with its robust integrations and exceptional local customer support, ensures that Malaysian marketers have everything they need to thrive in the omnichannel age,” says Orkan Akcan, EVP of APAC 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 

Fragmented data hinders Malaysian businesses, leading to wasted resources and missed opportunities. Industry reports indicate that poor data management in Southeast Asia can cost companies millions annually. In Malaysia, this can translate to inefficiencies in areas like poorly targeted marketing campaigns and customer churn due to a lack of personalization. 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

“Insider’s Architect tool’s cross-channel journeys helped us engage our customers on their most preferred channels. The ability to launch such sophisticated journeys for different user personas across websites proved extremely beneficial for us, boosting our conversion rates by 5%.”
Vinda SEA

“Insider’s use of social proof techniques significantly impacted our sales and conversion by adding a layer of FOMO across our website and building trust in our products. Browse abandonment & web push notifications resulted in an impressive 21% increase in our cart recovery rate, showcasing Insider’s effectiveness at re-engaging users..”

“Within a short period of time, we saw a USD 6K attributed to the web push campaigns that we activated and USD 56K incremental revenue from the web suite campaigns. This exceeded our expectations, and our team is delighted with the results. The Insider team’s responsiveness and support have been excellent throughout. We’re thrilled with our decision to go with Insider.”
Misumi MY

Insider’s recent recognition

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

  • 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 Malaysia continues 

Insider recently attended eTail Asia and NRF Asia in Singapore. Both events brought together CX professionals, marketers, and thought leaders in to explore the latest trends in CX. At eTail Asia, our Executive Vice President of APAC, Orkan Akcan, joined a prestigious panel with Lazada and Triumph, moderated by Roland Berger’s Senior Partner. The discussion focused on unlocking growth through the power of AI. Meanwhile, our Sr. Customer Success Manager, Zaya Chuluuntuya, provided valuable support to one of our valued clients, 6ixty8ight. Their Regional Managing Director of APAC, Paulino Moreno, presented a compelling case study showcasing the impact of our solutions.

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