20 Million Fliers to Experience Singapore Airlines’ AI-Powered Experiences

By MTS Staff Writer On Aug 27, 2019

One of the world’s finest and most reputable airline service providers, Singapore Airlines will deliver AI-enhanced experiences to its 20 million fliers. The airline will rely on AI company- Insider to help drive its digital growth and deliver seamless, personalized experiences to customers across all its channels. Singapore Airlines Limited (SIA), the flag carrier airline of Singapore reported the highest annual revenue generation in 2019, earning $16.3 billion despite narrow margins in profit and rising fuel costs per passenger per kilometer of every journey.

Insider is a Sequoia-backed integrated digital Growth Management Platform. Currently, the company is enabling more than 450 top enterprise brands across industries in 20 countries to drive their digital growth by delivering personalized experiences to millions of customers.

What is the Growth Management Platform?

Insider Growth Management Platform (GMP) helps digital marketers drive growth across the funnel, from Customer Acquisition to Activation, Retention, and Revenue.

Growth Management Platform empowers marketers to deliver personalized journeys across the web, mobile web, mobile apps, and ad channels. Built on a unified data layer, GMP is easy to implement and simple to use, avoiding the need for complex integrations and dependency on IT teams. Insider simplifies the life of digital marketers and helps them drive growth for their brands, with zero marketing waste.

High-density customer pipeline, such as ones that Singapore Airlines have, can deeply benefit from the AI-backed GMPs. With Insider in its stack, marketing teams can leverage real-time predictive segmentation powered by deep AI and ML capabilities.

As a leader in the airline industry, Singapore Airlines relies on digital tech stack to provide travelers with personalized digital experiences across channels. In addition to delivering top-notch experiences in real-time, Singapore Airlines also uses AI-enhanced tech to improve its key metrics such as conversion rates, ancillary revenue, and customer satisfaction scores. The airline industry could see a rampant adoption of experience-driven tools that would integrate seamlessly into the existing tech stack and empower the marketing team to move quickly in response to ever-changing consumer demands.

How AI-based GMP Benefit B2B Marketers?

With Insider, Singapore Airlines can easily implement initiatives on-the-fly. Insider helped the airline tap into Customer Intelligence and enable them 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.

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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, with its agile focus on emerging technologies, continually integrates new features and channels like web push, product discovery (Maven), WhatsApp Business API and Facebook Messenger to improve its platform.

Optimizing ROAS with AI ML and Predictive Analytics

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.

At the time of this announcement, Hande Cilingir, CEO & Co-founder at Insider, said —

“We are delighted to see that Singapore Airlines has chosen to partner with Insider following a rigorous Request for Proposal (RPF) 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.”

Hande added, “I must say, it has been one of the most thorough Request for eProposal (RFP) experiences our team has ever taken part in. I believe the reason why Insider outperformed other providers was primarily our agility and ability to evolve our AI-powered platform at the speed of our customers’ changing expectations, backed with our expertise in the airline industry. As we are building new categories, our top-notch engineering team strives to stay ahead of the trends, incorporating the latest technologies like WhatsApp Business API and Facebook Messenger to increase the number of channels, helping marketers deliver consistent experiences.”

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Delivering an End-To-End Airline Experience from Acquisition to Activation, Retention, and Revenue to Drive Digital Growth across Channels

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.

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The integration of Insider’s Growth Management Platform is simple for marketers to get started right away. Once integrated, marketers can start delivering experiences within minutes and turn their ideas into experiences. Traditional marketing clouds struggle to integrate in such a holistic way due to slow-moving innovation.

Singapore Airlines joins more than 450 industry-leading brands who are using Insider to change the face of digital customer experience.

“Singapore Airlines’ decision to focus on providing relevant, contextual interactions to its customers demonstrates its deep commitment to becoming a leader in multichannel customer experiences, and we are very excited to be taking this journey together.”

Insider is a technology company with offices in London, Singapore, Tokyo, Hong

Kong, Seoul, Sydney, Paris, Helsinki, Barcelona, Dubai, Moscow, Warsaw, Taipei, Jakarta, Istanbul, Kiev, Ho Chi Minh City, Bangkok, Ankara, and Kuala Lumpur. Insider has been named a “Cool Vendor” in the report titled “Cool Vendors in Multichannel Marketing” by Gartner, Inc. and recognized as a Leader in the G2 GridⓇ for Mobile Marketing in 2019. Also, Insider was listed as one of Europe’s 100 Hottest Startups by WIRED Magazine in 2018 and won Red Herring Top 100 Europe in 2017. CrunchBase has recently ranked Insider’s co-founder and CEO Hande Cilingir as one of the top three women CEOs outside of the US.

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