TDCX was recognized for its role in developing custom technology solutions to enhance service efficiency and responsiveness. With the implementation of the solution, passengers were assisted more quickly and consistently — reducing handling time for certain transactions by 80 per cent from around five minutes to just one. The result is a smoother, faster, and more reliable customer experience that reflects SIA’s hallmark standards of excellence.
Ms. Angie Tay, Group Chief Operating Officer and Executive Vice President, TDCX said, “At TDCX, we see ourselves as true partners in our clients’ success. For more than 18 years, we’ve had the privilege of supporting Singapore Airlines in delivering the exceptional experiences that travellers around the world associate with its brand. Our relentless pursuit of performance drives us to find new ways to create value — using our experience, creativity, and technology to help bring our clients’ service vision to life.
“This recognition from Singapore Airlines is especially meaningful to us. It reflects the strength of our partnership, the trust we’ve built over nearly two decades, and our shared vision of service excellence. We’re proud to continue this journey with Singapore Airlines as it sets the benchmark for world-class service.”
The award comes as TDCX launched its refreshed brand to mark its 30th anniversary and its next evolution in an era of accelerated technological change. With forces such as AI adoption, digital transformation, and the worldwide talent shift driving a supercycle of growth in the global outsourcing industry, TDCX is perfectly positioned to help clients capture this momentum through its transformation into a strategic orchestrator of growth.
Driving seamless travel experiences through innovation
TDCX has continued to drive efficiency and innovation within SIA’s reservation system through the integration of proprietary, in-house–developed tools designed to create a more seamless customer experience. This initiative reduced average handling time by up to five minutes while maintaining a 93% customer satisfaction score. The solution’s success prompted adoption by other vendors, as well as Singapore Airlines, reinforcing TDCX’s position as a trusted and forward-thinking CX partner.
To learn more about how TDCX helps leading airlines deliver transformative customer experiences, visit www.tdcx.com/industries/case-studies/travel-airline.
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About TDCX
Singapore-headquartered TDCX is a leading global customer experience solutions firm that provides customer experience (CX) solutions, sales and digital marketing services, and content moderation for clients across various industries. These include digital advertising and social media, e-commerce, fintech, gaming, healthtech, media, technology and, travel and hospitality.
With a focus on helping companies enable the future, TDCX’s smart, scalable approach—driven by innovation and operational precision — positions it as a key partner for companies targeting tangible outcomes. With more than 20,000 employees across 37 locations worldwide, TDCX provides its clients with comprehensive coverage in Asia, Europe and the United States.
For more information, please visit www.tdcx.com.
