Singapore – Singapore Airlines (SIA) is boosting its customer experience analytics through experience management company Qualtrics. Leveraging Qualtrics’ solutions, SIA seeks to enhance its collection and processing of customer responses to gain deeper insights across its channels.
Through a three-year agreement, SIA and Qualtrics are leveraging research, data analytics, and AI to understand customers’ evolving preferences.
With Qualtrics’ GenAI capabilities, SIA aims to enhance its analysis of open-ended customer feedback. The feature allows the airline to gain deeper insights from comments and suggestions and ultimately improve how their customers travel.
“Singapore Airlines uses Qualtrics’ text analytics to process and analyse customer feedback from multiple channels. By integrating advanced analytics with our customer experience strategies, we can better understand our customers’ evolving expectations, and address their needs more effectively, and enhance their end-to-end journey with Singapore Airlines,” Melvin Ng, vice president of customer experience at Singapore Airlines, commented.
“Companies that deliver great experiences build deeper relationships with their customers, and today’s market leaders are proven to have made this a greater priority over the last three years,” Brad Anderson, president at Qualtrics, said.
“As consumer feedback habits evolve, thousands of leading organisations across the world, including Singapore Airlines, are using Qualtrics to understand and improve their customer experience with omnichannel insights captured across the customer journey. These rich insights provide companies with intelligence and capabilities they need to win now and in the coming era of agentic AI,” Anderson added.
As part of its effort to elevate customer experience, SIA recently forged a partnership with OpenAI, kicking off efforts to develop GenAI solutions.
SIA also collaborated with Salesforce, incorporating the Agentforce platform into its customer case management system for personalisation.
