Singapore Airlines Elevates Customer Insight Strategy with Qualtrics

Qualtrics, the leader and creator of the experience management category, has announced that Singapore Airlines (SIA) is using its solutions to enhance its collection, processing, and analysis of customer responses, enabling deeper insights across multiple feedback channels.

According to the press release, the three-year agreement supports SIA’s efforts to better understand customer concerns and preferences through research, data analytics, and artificial intelligence (AI). This approach allows SIA to gather comprehensive customer experience data across multiple channels, helping identify evolving preferences and address concerns across various touchpoints.

Melvin Ng, Vice President of Customer Experience at Singapore Airlines, said, “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, address their needs more effectively, and enhance their end-to-end journey with Singapore Airlines. “

Singapore Airlines Boosts Passenger Experience Through Advanced Analytics with Qualtrics

SIA is also exploring how to leverage Qualtrics’ GenAI capabilities to enhance analysis of open-ended customer feedback. This would help the airline extract more meaningful insights from written comments and suggestions to improve the customer travel journey.

Brad Anderson, President at Qualtrics, stated, “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.”

“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 concluded.

About Qualtrics

Qualtrics is trusted by thousands of the world’s best organisations to power exceptional customer and employee experiences that build deep human connections, increase customer loyalty, boost employee engagement, and drive business success. Its advanced AI and specialised Experience Agents allow businesses and governments to proactively interact with customers and employees in personalised ways across every channel and touchpoint, respond in-the-moment to fix or improve experiences, and stay across the latest market trends and opportunities.

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