Case Study: Cebu Pacific achieves higher customer engagement with Infobip

Cebu Pacific Delivering a seamless customer-centric experience with Viber

Cebu Pacific, the leading airline in the Philippines, needed a better way to deliver timely, relevant communications to millions of travelers. Its manual email and SMS processes made it difficult to send the right message at the right time, hurting customer satisfaction and engagement. Cebu Pacific partnered with Infobip and used Viber and SMS to modernize its customer communications.

Infobip implemented a combined Viber + SMS strategy with automation, personalization, and targeted campaigns for promotions and passenger updates such as flight delays and gate changes. The results included a 75% increase in Net Promoter Score in 2024 versus the previous year and a 6% increase in promotional conversion, helping Cebu Pacific improve customer experience, engagement, and business growth.

Cebu Pacific

Jose Edzel T. Del Rosario V

Senior Manager – Digital Media Optimization