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Singapore Airlines to Deliver AI-Powered Experiences to Flyers

New technologies take airline customer communications to next tier

August 27, 2019

Singapore Airlines is expanding its digital growth with Insider, chosen to help drive its digital growth and deliver seamless, personalized experiences to customers across all its channels.

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 focuses on emerging technologies, continually integrates new features and channels like web push, 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 desired experiences in real-time, Singapore Airlines also wanted to improve its key metrics such as conversion rates, ancillary revenue, and customer satisfaction scores. Thus, a multi-channel, industry-leading platform that integrates seamlessly into the existing tech stack and empowers the marketing team to move quickly in response to ever-changing consumer demands fits the requirement.

With Insider, Singapore Airlines can easily implement initiatives on-the-fly. Insider taps into customer intelligence and enables the airline 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.

Delivering an End-To-End Airline Experience

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.

“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.