Collaboration Aims to Unlock Customer Feedback Insights

Singapore Airlines has entered into a three-year agreement with Qualtrics, a leading experience management company, to revolutionize its customer experience analytics. This strategic partnership will enable the airline to collect, analyze, and respond to customer feedback more effectively, leading to a more personalized and responsive service.

• Advanced analytics and AI capabilities will help the airline understand customer needs and preferences more accurately.
• Qualtrics’ solutions will facilitate the identification of changing customer preferences and the resolution of issues across various touchpoints.
• The airline will gather comprehensive data on customer experiences, enabling the identification of areas for improvement.

The collaboration will support Singapore Airlines’ commitment to delivering exceptional customer experiences through advanced research, data analytics, and AI. By leveraging Qualtrics’ expertise, the airline will be able to:

1. Process and analyze customer feedback from multiple channels, including social media, email, and in-flight surveys.
2. Gain insights into customer preferences and behaviors, enabling the airline to tailor its services to meet evolving expectations.
3. Enhance the overall passenger journey with Singapore Airlines, by addressing issues and resolving problems more effectively.

According to Melvin Ng, Singapore Airlines Customer Experience vice president, the airline is utilizing Qualtrics’ text analytics to process and analyze customer feedback from various channels. By integrating advanced analytics with its customer experience strategies, Singapore Airlines will be able to better understand its customers’ evolving expectations, address their needs more effectively, and enhance their end-to-end journey. “By leveraging advanced analytics, we can gain a deeper understanding of our customers’ preferences and behaviors, and tailor our services to meet their evolving needs,” said Ng. “This will enable us to deliver a more personalized and responsive service, and ultimately, improve the overall customer experience.”

The partnership with Qualtrics will also enable Singapore Airlines to explore the potential of GenAI capabilities, which can interpret open-ended feedback and extract valuable insights from written comments. This will enable the airline to:

As Brad Anderson, Qualtrics president, 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. By using Qualtrics to understand and improve their customer experience, these companies are winning now and in the coming era of agentic AI.”

Singapore Airlines has also recently partnered with OpenAI to implement Gen AI solutions aimed at boosting customer service and operational efficiency. This partnership focuses on AI technologies that can interpret various forms of content, including text, audio, diagrams, and videos.

“By integrating advanced analytics and AI capabilities, Singapore Airlines will be able to deliver a more personalized and responsive service, and ultimately, improve the overall customer experience,” said Ng.

In a recent interview, Anderson emphasized the importance of delivering great experiences and building deeper relationships with customers. “Companies that deliver great experiences are winning now and in the coming era of agentic AI,” he said. The partnership between Singapore Airlines and Qualtrics is a significant move towards enhancing customer experience in the aviation industry. By leveraging advanced analytics and AI capabilities, the airline will be able to gain a deeper understanding of its customers’ preferences and behaviors, and tailor its services to meet their evolving needs. Key Takeaways:

* Singapore Airlines has entered into a three-year agreement with Qualtrics to enhance its customer experience analytics. * The collaboration will enable the airline to collect, analyze, and respond to customer feedback more effectively. * Advanced analytics and AI capabilities will help the airline understand customer needs and preferences more accurately. * The partnership will support Singapore Airlines’ commitment to delivering exceptional customer experiences through advanced research, data analytics, and AI.

* Experience Management:** The process of managing and improving customer experiences across all touchpoints and channels. * Advanced Analytics:** The use of statistical and mathematical methods to analyze complex data and gain insights. * Artificial Intelligence (AI): The use of computer systems to simulate human intelligence, enabling machines to learn and improve over time.