Qualtrics has announced that Singapore Airlines (SIA) is leveraging its solutions to significantly improve how it collects, processes, and analyses customer feedback. This collaboration aims to provide deeper insights across all customer interaction channels.Under a new three-year agreement, Qualtrics will support SIA’s efforts to better understand customer concerns and preferences through advanced research, data analytics, and artificial intelligence (AI). This approach enables SIA to gather comprehensive customer experience data across various channels, helping to identify evolving preferences and address concerns at every touchpoint.
“Singapore Airlines uses Qualtrics’ text analytics to process and analyse customer feedback from multiple channels,” said Melvin Ng, Vice President of Customer Experience at Singapore Airlines. “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.”
SIA is also exploring the use of Qualtrics’ GenAI capabilities to further enhance the analysis of open-ended customer feedback. This would allow the airline to extract even more meaningful insights from written comments and suggestions, ultimately improving the customer travel journey.
“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,” said Brad Anderson, President at Qualtrics. “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.”
