AIA Singapore has joined forces with Singapore Airlines Academy to roll out a customised talent development programme designed to raise customer experience (CX) standards and equip its workforce for the future.
The initiative will introduce a series of interactive workshops across the company, fostering a customer-first mindset while building practical service skills. Each session, capped at 20–25 participants, is structured to inspire mindset transformation and empower employees to create “memorable customer moments.”
Aligned with Singapore’s national vision for lifelong learning and Budget 2025’s emphasis on upskilling and reskilling, the programme highlights AIA Singapore’s ambition to set a new benchmark in customer service and workforce readiness within the insurance industry.
The curriculum features two signature workshops: Customer Experience Transformation, which builds awareness of the emotional value of daily interactions through scenario practice, storytelling, and compliance frameworks; and Customer Experience Excellence, tailored for frontline staff to navigate real-world service scenarios with empathy, professionalism, and confidence. This includes skills such as delivering empathetic apologies and declining requests while maintaining customer trust.
This collaboration forms part of AIA Singapore’s broader CX strategy, which also includes the AIA+ digital platform that integrates health, financial, and wellness solutions with 24/7 access, and a Plain English initiative simplifying insurance documents for greater transparency and financial literacy.
The partnership reflects AIA Singapore’s long-term dedication to employee development and customer-centricity, embedding continuous learning into its operations to ensure every client interaction is professional, empathetic, and consistently excellent.
The announcement follows AIA Singapore’s SG60 celebrations earlier this year, which introduced Singapore’s first insurer-branded Monopoly set, “Live Better with AIA.” The special edition board game encourages conversations around financial planning, health, and purposeful living, with a playful local twist—replacing houses and hotels with “upgrades” and “transformations,” and featuring locally inspired chance cards. The launch marks the beginning of a year-long series of initiatives promoting holistic well-being and community engagement nationwide.
