What do you like best about the product?

First of all, the team is able to provide consistent brand experience across web and mobile. Secondly, it has become easy for us to drive app installs and reactivations using architect tool.

What do you dislike about the product?

Initial learning curve for Architect is steep, but once familiar, it empowered our team to launch customer journeys independently.

What problems is the product solving and how is that benefiting you?

We used Insider to create unified digital experiences for our customers across all their platforms. Architect allowed our marketing team to trigger contextual journeys based on the actions a user took. This led to higher engagement rates and a seamless transition from web to app.

What do you like best about the product?

-Insider helps us to create unified messaging across email and SMS, which we felt was important for the successful campaign.
-We could target customers based on behavioural and demographic data.

What do you dislike about the product?

More advanced scheduling options would help in longer campaigns, but the current capabilities of the tool is sufficient for weekly sends.

What problems is the product solving and how is that benefiting you?

We used to run monthly campaigns promoting loan products and financial tools. Insider gave us the capability to segment our users based on eligibility and send cohesive SMS-Email journeys. This led to an increase in CTR and loan applications.

What do you like best about the product?

-We used WebSuite and customized pop-up campaigns to recommend the car prospects are looking for.
-Really liked their reporting feature; we were able to export campaign performance for 6 months in just 2 mins.

What do you dislike about the product?

Training is a bit time-consuming but their platform is easy to understand so some parts of training can be avoided.

What problems is the product solving and how is that benefiting you?

We were not getting test drive form fills and struggling with conversions. Insider’s team collaborated and made us familiar with their platform. We launched relevant campaigns, analyzed outcomes, and started getting responses for test drives.

What do you like best about the product?

Robust scenario-based customer journeys with Architect enable deep personalization
Unified campaign management across web, email, and SMS drives consistent brand experience
Easy-to-use interface for segmenting audiences and setting up frequency-capped journeys
Fast recovery of abandoned carts and automated win-back for dormant customers
Highly responsive customer success team with deep industry expertise

What do you dislike about the product?

Occasionally, some advanced journey analytics take extra configuration time, but their support team is always ready to help optimize reporting. UI updates could be a bit more frequent to keep up with evolving needs—but roadmap transparency is improving.

What problems is the product solving and how is that benefiting you?

With Insider, we’ve automated recovery of high-value abandoned carts and enabled personalized messaging that increases conversion rates by over 10% in our core European markets. Targeted omnichannel engagement has helped us win back dormant customers, reactivate lapsed buyers, and boost customer lifetime value. Multi-country orchestration is now seamless, allowing us to run hyper-local campaigns at scale—from email and SMS to AI-powered website journeys—without overwhelming our team or over-communicating to customers.

What do you like best about the product?

By combining behavior-based targeting with predictive segmentation, we’ve transformed how customers interact with our website. Eureka enables us to interpret intent more accurately and surface the right results, making every search more meaningful.

What do you dislike about the product?

The detailed dashboard provides multiple sub-reports, giving us valuable insights to refine our strategies

What problems is the product solving and how is that benefiting you?

Our objective was to optimize conversion, retention, and customer satisfaction across web and mobile. We wanted to create a seamless, personalized luxury shopping journey. Insider helped us achieve these goals with Smart Recommender and AI-powered automation, enabling us to engage each customer according to their unique needs, behaviors, and preferences across the entire journey

What do you like best about the product?

We’ve most recently started utilizing the power of Insider’s Architect product to streamline customer engagement. This has significantly improved lead generation, and this has enhanced lead conversion rates (Leads generated).

What do you dislike about the product?

We weren’t confident about the app's capabilities initially, and that meant we didn’t get started with it right away, along with the other channels. That’s something we plan to explore in the future.

What problems is the product solving and how is that benefiting you?

Better lead generation & qualification
Increased conversions
Data-driven Insights

What do you like best about the product?

What truly stands out about Insider is how seamlessly it supports our customer engagement goals at scale across multiple channels. With Insider’s advanced segmentation, we can precisely target customers based on behaviors like checkout abandonment, leading to highly personalized journeys.
Ease of campaign setup through Web Suite, App Suite, WhatsApp, and Email allows us to launch campaigns quickly without heavy operational overhead.
Recommendation engine plays a pivotal role in product discovery, ensuring that customers are presented with relevant fashion choices.

The Architect module has been a game-changer for lifecycle marketing, helping us build tailored journeys that drive repeat purchases and strengthen our loyalty program.
Insider’s analytics and metric tracking are reliable and give us confidence that our strategies are backed by solid data.
Their support team is highly responsive, proactively helping us test new strategies and also pushing product feedback to the right stakeholders.

What do you dislike about the product?

While Insider meets most of our expectations, some features for specific products, particularly for optimization at scale, could be further fine-tuned. The positive aspect is that Insider’s team actively listens, takes this feedback back to the product team, and frequently introduces updates aligned with customer needs.

What problems is the product solving and how is that benefiting you?

1-Insider has addressed a variety of challenges tied to customer engagement, retention, and segmentation in the fashion retail space:
2-Improved engagement on both app and web through personalized recommendations and coupon optimization.
3-Life cycle personalization through Architect has helped nurture users beyond the initial purchase.
4-Targeted replenishment campaigns now convert users more effectively, fueling repeat sales.
5-Checkout abandonment campaigns have been particularly impactful, driving 30,000+ conversions with a 4%+ conversion rate — a significant revenue driver for us.
6-Stronger segmentation capabilities allow us to refine our loyalty program and elevate customer retention across channels.

What do you like best about the product?

The platform makes campaign setup remarkably simple and easy to manage, even for complex audience journeys.
The ability to bring offline and online user data together provides a unified view of our customers, helping us create personalized experiences.
Architect’s intuitive design allowed us to quickly build and activate journeys for recent purchasers and cart abandoners.
The built-in gamification templates like "spin the wheel" were highly effective in engaging users and collecting leads.

What do you dislike about the product?

Some features require a bit of upfront configuration, which can slow down the initial setup. However, once the settings are in place, everything runs quite smoothly and delivers consistent results.

Also, lack of native integration with 3rd party SMS or Whatsapp vendors is a pain point.

What problems is the product solving and how is that benefiting you?

With Insider, we’ve been able to design omnichannel customer journeys that drive personalized engagement across our website, email, and other touchpoints. Cart abandoners and recent purchasers are now nurtured with targeted flows, leading to stronger retention rates. By integrating offline data into Insider, we’re beginning to extend personalization into broader customer segments, ensuring a holistic engagement approach.

One of the most successful campaign experiments so far has been the onsite gamification feature—using the “spin the wheel” campaign on our UAE panel helped us capture over 450 quality leads, while also increasing time spent on-site. Beyond lead generation, Insider has enabled us to strengthen brand loyalty by making our digital presence more interactive and user-centric.

What do you like best about the product?

Conceptual flexibility when implementations align: When CSS selectors are consistent, the platform can support inline campaigns across multiple domains—as was demonstrated to us—suggesting solid potential for multi-site personalization once foundations are correct.

Panel logic makes sense in principle: The idea of using panels to group domains with shared templates/div structures is logical for scaling in-line campaigns and system rules—if the upfront scoping is done well.

Recent engagement from a technical lead: In the past week, we’ve seen a more structured recap of open items (panels/domains, dynamic URLs, Tealium data layer approach, user attributes schema) and a willingness to investigate workarounds (e.g., conditional logic for partner_id, alternative approaches to placements).

User data model work is underway: Finalizing a user attributes schema should help unlock testing and expand use cases once the core integration issues are resolved.

What do you dislike about the product?

Onboarding delays and missed commitments:
We submitted the initial integration on January 31 with a stated 2–4 week timeline for System Rules.
Months later, it was still pending.

Last-minute cancellations impacting our team:
Onboarding and training sessions have been repeatedly pushed at the last minute, making it extremely difficult to reassemble the right cross-functional group on short notice. These disruptions have materially hindered progress and contributed to our missed early-April migration target from our other Personalization tool.

Lack of clarity on core implementation topics:
No one at Insider was able to give us a definitive plan for how to use panels for domain groupings given our hybrid site structures, nor a clear approach for embedding a single inline banner in multiple areas at the same time across same or similar sites.

Design Studio limitations and productivity friction:
The inability to create custom HTML/CSS/JS templates from scratch, the absence of an “undo” capability, and uncertainty around dynamic URLs have slowed design and iteration. This creates rework and makes it harder for an experienced team to move quickly.

Technical implementation gaps and rework loops:
We’ve encountered script issues during our first campaign usage and are still waiting on conditional logic updates (e.g., based on partner_id) and multi-domain support that doesn’t require a unique campaign/URL per domain.
We’ve also had to revisit prior discussions due to limited awareness of platform capabilities, which is both inefficient and frustrating.

Data layer and events uncertainty:
Native Tealium data layer support is not on the roadmap, and while a custom solution was being explored, this should have been a known issue and clearly communicated constraint at the outset.

Communication, task ownership, and accountability: We’ve felt heavily neglected in onboarding and support.
Too often, our account team has functioned as non-technical intermediaries rather than problem-solvers, leading to bottlenecks, unclear ownership, and slow handoffs.

Platform fit concerns for our scale/complexity:
Based on our deep-dive, we now know the platform cannot meet our requirements without substantial iteration and updates.
Instead of upgrading our current capabilities with Insider, we’d be regressing.

In conclusion, our current website personalization tool dances circles around Insider and costs 85% less.

What problems is the product solving and how is that benefiting you?

Currently, Insider is not effectively solving the problems we expected it to address. Our goal was to leverage Insider for advanced personalization, multi-domain campaign management, and streamlined integration with our existing data layer (Tealium). Unfortunately, due to persistent onboarding delays, lack of technical clarity, and platform limitations, we have not realized these benefits.

Instead of accelerating our personalization strategy, the migration has stalled. Key issues—such as incomplete system rules, uncertainty around panels and domain groupings, and design studio restrictions—have prevented us from launching campaigns at scale.

In short, the intended benefits—improved efficiency, richer personalization, and faster time-to-market—remain unrealized. At this stage, Insider has introduced more friction than value for our team.

What do you like best about the product?

Slick, easy-to-navigate platform for campaign management
Friendly support team always ready with practical solutions
Personalised messaging and journeys that drive quick results
Useful analytics to spot conversion trends and new engagement opportunities
Regular addition of new features that keep us competitive

What do you dislike about the product?

Customization of the panel’s look and feel is limited, and minor UX tweaks sometimes need a wait. But the Insider team is responsive and regularly rolls out improvements based on our feedback.

What problems is the product solving and how is that benefiting you?

Driving more users to sign up for our credit cards, insurance, and remittance products
Sending timely, targeted app messages that increase engagement
Gamifying journeys to boost user participation
Collecting real customer feedback to inform service upgrades
Understanding exactly how users interact with our app and what converts

Insider enables us to deliver truly personalised, high-impact campaigns with minimal effort, helping us attract and retain digital banking customers faster than ever.