Korean Air, Founding Member of the SkyTeam Alliance, Switches from Adobe to Insider to Transform Customer Experiences for 14 Million Passengers Across 120+ Destinations in 44 Countries

[Seoul, 2 October 2024] – Korean Air, a founding member of the SkyTeam alliance, has chosen Insider as its digital customer experience platform, globally. The airline serves 14 million international passengers annually, connecting them to over 170+ countries through the SkyTeam network. Korean Air is the latest global travel brand to choose Insider. Insider already powers customer experience for some of the world’s leading airlines including Singapore Airlines. 

With Insider, Korean Air aims to deliver tailor-made experiences as unique as each traveler to drive repeat bookings, increase ancillary revenue, and transform travelers into brand loyalists at every stage of the customer journey.

After years of using Adobe’s marketing solutions, Korean Air faced a number of challenges that hindered their growth, including escalating hidden costs, long implementation timelines, and limited customer support. Their marketing team also found Adobe’s user interface to be complex and difficult to use, leading to frustrations and increasing  reliance on developer support to manage campaigns effectively. These challenges  impeded their digital transformation, prompting the airline to seek an alternative solution.

After a comprehensive Request for Proposal (RFP) process, Korean Air selected Insider as their trusted partner to lead their digital transformation. With Insider’s advanced AI-driven platform, Korean Air will be able to craft personalized journeys and engage passengers with meaningful, real-time interactions.

“We are thrilled to support Korean Air in their mission to enhance the traveler experience for millions,” said Serhat Soyuerel, Co-founder & CRO at Insider. “By utilizing Insider’s AI-powered capabilities, the global airline will now be able to anticipate and respond to each traveler’s unique needs with personalized, timely content based on historical data, real-time behaviors, and predictive insights. This partnership will ensure a smoother, more connected experience for every passenger.”

To bring this vision to life, Korean Air is implementing Architect, Insider’s customer journey orchestration tool with deep segmentation capabilities, to build consistent, timely, and relevant one-to-one experiences across every customer touchpoint. Korean Air will also leverage several of messaging solutions, including App Push and Email. These tools will enhance Korean Air’s ability to provide proactive communication, from flight updates to personalized offers, keeping passengers informed and engaged throughout their journeys.

As Korean Air continues to innovate and enhance its digital journey, the partnership with Insider marks a pivotal step in ensuring that passengers receive the level of service they expect from one of the world’s top airlines. Together, Korean Air and Insider are reshaping the future of cross-channel customer experience and engagement in the airline industry.