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.

What do you like best about the product?

The follow-up with our CSM is very good because Elisa is very responsive and answers our questions well. The dashboard is intuitive and the entire Analytics section is quite clear. The support section on Zen desk is also very responsive and helpful, they allow us to quickly move forward with issues when we are stuck.

What do you dislike about the product?

Improve the email marketing templates, plus integrate AI into the creation of emails

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

Insider helps us to:
- Better segment our email sends
- Set up automated scenarios
- Set up A/B tests

What do you like best about the product?

The best thing about Insider are the people that work there. They are smart, responsive and really want to support the businesses they are responsible for overseeing.

What do you dislike about the product?

Our team has struggled with the testing tool. We're using it in more complex ways than I believe it was built for, which has led to many delayed launches because we need to involve the support team in fixing the experiences for us. Additionally, there are big data discrepancies between GA and Insider, which has us doubting the results.

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

Insider enables us to send email and SMS communications to our database. It also facilitates A/B testing on our site.

What do you like best about the product?

We liked the products we used - Web Personalization, App Personalization, CDP, SMS, and Journey Orchestration. We had a smooth and successful migration. We also completed SMS integration well with proxy feature delivery. The personalized campaigns led to a solid uplift in conversion rates.

What do you dislike about the product?

We had initial apprehensions about commitments to delivery of product launch timeline but it was managed well in collaboration with their Product teams

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

Our overall ambition when we kicked off the partnership with Insider was to drive Multi-Channel orchestration and Digital Transformation to provide the most personalized experiences while utilizing our resources and automation efficiently. We started with Orchestration, App Personalization, and SMS marketing while connecting it all together with their Unified Customer Database. We are in the process of scaling the use cases after having completed the initial integrations, setup and successful launch of high-value business campaigns. We are continuing to see great results as we scale.

What do you like best about the product?

- The Insider team is very supportive and helped a lot with the Insider features to customize and personalize campaigns.
- AI-powered recommendations have become our greatest tools to help customers find products.

What do you dislike about the product?

- Shopify data integration was complicated. The support team connected to resolve the same.

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

The team focused on improving the omnichannel experience for the user. We were missing the opportunity to track users from different channels at the same time. After onboarding the Insider platform, we started hyper-targeting our users. Based on buyer behavior, it started placing relevant complementary recommendations across different touchpoints, which helped us generate 20x ROI.

What do you like best about the product?

The best thing about Insider is that I can address any of my doubts or questions and get a quick answer. Sensational support from the mentor (I salute you Wojtek!), who not only keeps in touch, but also points out solutions, teaches, is committed to the development - corporate and personal - of his client. The tool itself, which I use to set up webpush notifications, tabtalks and surveys, is very intuitive and easy to use. The settings via attributes and events really supports every scenario I need, while being the most specific answer to my needs.

What do you dislike about the product?

I have no complaints. The tool supports formats according to market standards, warns if a given format, e.g. graphic, is inappropriate, and text length is not suitable.

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

It attracts traffic to our online store, informs customers about promotions and benefits of watching our website.