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.

What do you like best about the product?

Insider stood out for having the best usability, robust and well-structured documentation, localized and responsive support, and the most competitive pricing.

What do you dislike about the product?

Need to improve easy way to know the incrementality

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

Currently, we use Insider exclusively for patient-related journeys, led by the growth team.

What do you like best about the product?

Team are great, engaged and quick to respond to any questions and regular weekly WIP’s. Constantly innovating and reacting to market trends.

What do you dislike about the product?

Reporting is limited and can be challenging. Would like a forum where global results are shared and a more proactive approach in how to drive product recommendations even harder.

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

Product recommendations

What do you like best about the product?

-We like the strong segmentation capabilities of Insider

-The team is exceptionally supportive and advises us with effective recommendations for better campaign performance.

What do you dislike about the product?

Our e-commerce is hosted on VTEX, so the integration process of each tool took more time and resources than expected and the bureaucracy that usually happens in the ticket support process.

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

We needed to centralize our marketing strategies and market segmentations within a single platform for enhanced efficiency. We picked Insider and started using Onsite and Smart Recommender, Architect, Email, and WhatsApp tools.
We created a smooth buyer journey across channels like Web push, WhatsApp, SMS, and email, and personalized recommendations with the Smart Recommender tool. With this year's sales campaign, we achieved a 21% growth