- Singapore Airlines boosts customer experience with AI and digital innovation
- Focuses on sustainability through investment in green fuel and upgraded lounges
Singapore Airlines: Embracing digital transformation
Singapore Airlines (SIA) is at the forefront of digital innovation in the aviation sector. In partnership with Salesforce, SIA is integrating advanced AI technologies—such as Agentforce, Einstein in Service Cloud, and Data Cloud—into its customer service operations. This collaboration aims to deliver more consistent and personalised service, transforming how travellers interact with the airline.
Beyond service enhancements, SIA has also launched KrisLab, a digital innovation lab dedicated to experimenting with emerging technologies including blockchain, mixed reality, and data analytics. This move demonstrates the airline’s commitment to staying ahead in a fast-evolving digital landscape, ensuring both operational efficiency and elevated passenger experiences.
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Singapore Airlines: Leading in sustainability
SIA is also making notable strides in sustainability. The airline is investing heavily in sustainable aviation fuel (SAF) projects across the Asia-Pacific region as part of its broader goal to reach net-zero carbon emissions by 2050. Singapore’s mandate to include a 1% SAF mix in all outbound international flights by 2026 aligns closely with SIA’s sustainability roadmap.
At the same time, the airline is upgrading its ground experience. The transformation of its SilverKris and KrisFlyer Gold lounges at Changi Airport Terminal 2—backed by a S$45 million investment—signals a push for excellence not only in the air but also on the ground. By combining digital innovation and environmental responsibility, SIA is redefining what it means to be a leading global airline in the modern era.
