SINGAPORE, December 4, 2024 – Insider, the #1 platform for delivering individualized, cross-channel customer experiences, is celebrating a successful seven-year partnership with Singapore Airlines. This collaboration has significantly enhanced the airline’s digital growth and personalized customer interactions across various touchpoints. The partnership underscores Insider’s commitment to driving innovation in customer journey orchestration and AI-powered personalization, solidifying its role as a leader in transforming customer engagement strategies for global brands.
Following a rigorous Request for Proposal (RFP) process, Singapore Airlines chose Insider to help drive its vision of creating hyper-personalized, omnichannel customer experiences for its 36 million travelers worldwide. The airline has achieved remarkable recognition in the industry, being awarded the World’s Best Airline 2023 along with an impressive 93.4% customer satisfaction rating. This accolade underscores Singapore Airlines’ relentless commitment to creating exceptional customer experiences through seamless online-to-offline (O2O) journeys.
As an airline group with multiple brands serving travelers at various segments, and stages of every traveler’s journey, Singapore Airlines required a unified view of its customers across all domains. Achieving this milestone involved unifying online, offline, behavioral, loyalty, and predictive data across the entire Singapore Airlines group to create multi-domain unified customer profiles. This was a critical step to ensure that every interaction is personalized and impactful for travelers.
With Insider, Singapore Airlines has continually embraced innovation by incorporating the latest AI-native solutions to enhance customer engagement and drive real-time experiences across channels. This partnership enables the airline to deliver delightful travel experiences through features such as Fare Deal, Ancillary and Product Recommendations, personalized Mobile App Push Notifications, and tailored Cross-Channel Journey. Insider has helped Singapore Airlines not only increase Net Promoter Score (NPS) but also boost key performance metrics like booking conversion rates, ancillary revenue, and traveler loyalty.
Over the years, the partnership has evolved into a powerful digital ecosystem, with Insider now powering experiences across both web and app for Singapore Airlines, Kris+, and Scoot. This ensures a consistent and delightful customer experience regardless of where passengers are engaging.
“We’re incredibly proud of our seven-year journey with Singapore Airlines,” said Hande Cilingir, CEO & Co-founder at Insider. “From the beginning, they’ve trusted us to deliver on their ambitious vision for customer experience transformation. Through more than 500 successful campaigns and the expansion of our partnership to new brands like Scoot and Kris+, we’ve continued to push the boundaries of what’s possible, constantly evolving our platform to match the speed of customer expectations.”
Insider’s proactive approach, characterized by new feature developments and a customer-centric culture, continues to be instrumental in driving the airline’s digital growth strategy. As Singapore Airlines deepens its commitment to delivering next-level customer experiences, Insider is honored to be part of this long-term journey, helping shape the future of air travel experiences.
