Request for Proposal (RFP) Overview
Royal Brunei Airlines is inviting proposals from qualified vendors to propose a best-in-class Digital Customer Experience (CX) & Insights Platform for our website and Mobile App.
Scope of Work
The selected platform must deliver a comprehensive solution to:
- Optimize the Customer Journey: Proactively identify and prioritize opportunities for optimization, including diagnosing areas of user struggle or technical friction within the flight search and booking flow.
- Capture In-the-Moment Insights: Collect direct, contextual feedback from customers at critical moments to understand the “why” behind their behavior.
- Provide Deep Diagnostics: Deliver deep diagnostic insights, including visual playback of user journeys, to accelerate understanding and resolution with all stakeholders.
- Enable Proactive Engagement: Provide automated workflows and alerting capabilities to empower our teams to engage with customers for service recovery or to improve their experience.
- Analysis & Report: Offer powerful analytics and intuitive dashboards to quantify the business impact of experience improvements and track performance against key KPIs.
All proposals must be submitted by 23 December 2025, 17:00 (Brunei Time) to [email protected] with the subject line: RFP – Provision of a Digital Customer Experience (CX) & Insights Platform.
For enquiries, please email [email protected] using the subject line: RFP Enquiry – Provision of a Digital Customer Experience (CX) & Insights Platform.