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Product announcement

Alida Focuses On Complete View of the Customer for Spring 2021 Product Release

Alida Focuses On Complete View of the Customer for Spring 2021 Product Release, Alida

Alida (formerly Vision Critical), creator of the world’s first Customer Experience Management (CXM) & Insights Platform, today delivered its Spring 2021 product release, bringing to market new features across the Alida CXM & Insights Platform. Enhancements in today’s release enable its customers to better optimize customer experience (CX), product experience (PX), brand experience (BX) and employee experience (EX).

“Today’s release strengthens Alida’s position as a CX leader,” says Riaz Raihan, President of Products & Engineering at Alida. “Brands want to capture and visualize experience data to understand and action customer feedback in real time. We’re thrilled to provide our clients with AI-driven analytics and deep integration of experience data (XD) and operational data (OD) to help them close the feedback loop with their customers. Alida is all about closed-loop experience management.”

Combine Experience Data & Operational Data for One View of the Customer The Alida Platform has been strengthened to combine operational data sources with its own experiential data. Three key integrations include.

  • Social review data: is a powerful channel for indirect feedback and can be used to trigger automatic actions for direct follow up

  • Ingest operational data: ingest data from popular CRM systems (Salesforce and Microsoft Dynamics) into Alida to better understand customers

  • Human Resource Information System (HRIS) integration enables access for Voice of Employee use cases to trigger specific all staff actions

Understand and Quickly Action Customer Feedback & Sentiment The Alida Platform has new capabilities to manage customer journeys and automatically action critical responses.

  • Slack case management increases efficiency of communications for necessary customer follow up

  • Event-driven surveys automatically initiate surveys with customers based on a variety of activity triggers for near real-time feedback

  • Choice-based conjoint analysis collects deeper insights to identify ideal pricing and product attributes by using a new advanced question type

  • Arabic & Hebrew surveys collects feedback in Arabic and Hebrew languages through surveys in the right-to-left native language format

  • Media industry solution provides media brands with pre-built packaged templates designed to easily gather insights and take action

  • Alida Mobile App enables convenient access to validate their CX programs and stay informed

Improve Data Visualization and Analysis Across Platform and Products Alida now has enhanced visualization and analysis at all levels within the platform to drive better customer-centric decisions.

  • Alida CXM dashboard summarizes the week’s activity, for a snapshot of review activity critical to brand or product perception

  • Alida Analytics now includes dashboards that combine community and survey data, and crosstab enhancements

  • Alida Touchpoint has enhanced analytics that surfaces the most meaningful data and analyzes real-time performance of CX activities

  • Alida Mobile App has configurable dashboards and an enhanced home page to keep users updated on-the-go with key CX and community metrics

For more information on Alida’s products and how they can help your organization uncover and action its customers’ truth, visit www.alida.com/products.

About Alida Alida believes in a world where customers are the ultimate source of truth. A world where the best business decisions are those made with customers, not for them. That's why Alida created the world's first CXM & Insights Platform to turn customer truth into action. For over 20 years, iconic brands like BuzzFeed, LinkedIn, and Red Bull have chosen Alida, formerly Vision Critical, as their secret weapon. Alida’s unique approach of coupling broad feedback with deep insights creates meaningful and lasting customer relationships and builds brands that stand the test of time.Follow us at www.alida.com and engage with us on social media @alidaCXM.

More announcements from Alida

New!Product announcement

Alida Launches Customer Journeys and Enhances TXM Platform

Alida Launches Customer Journeys and Enhances TXM Platform

Alida, a leader in experience management, today delivered its Summer 2022 product release, bringing to market new and enhanced products that were developed with direct feedback from customers. Released today is Alida’s new Customer Journeys product and 15 new features to the Total Experience Management (TXM) platform. “Today’s release further strengthens Alida’s product portfolio and platform infrastructure, solidifying our place as a leader in the customer experience (CX) industry,” said Riaz Raihan, President of Products & Engineering. “With Alida’s new Customer Journeys, organizations can pinpoint customer feedback at all critical touch points and monitor performance to deliver better end-to-end experiences.” The Summer 2022 product release provides customers with the ability to: Understand performance drivers at key journey steps using Customer Journeys Integrate or collect data using the Alida TXM platform and then monitor metrics for each key engagement between customers and the business Build sophisticated customer journeys, easily view key metrics, and identify areas that need attention Make informed recommendations to drive end-to-end positive experiences for customers Get more granular control and insights Create configurable dashboards from Touchpoint data and analyze millions of data points on customer feedback and interactions Capture demographic insights of broader audiences and use the data for personalization and more targeted branded content Use counts from multiple choice questions with additional survey conditions in Surveys and Insight Communities to create advanced survey logic and segments Select a role-based dashboard on the Mobile App as a default report and set up notifications for relevant metrics changes Star your most important Surveys and Dashboards in the Mobile App and view them in a new Favorites page Contextualize customer sentiment to better understand how customers and employees are feeling Easily interpret open-end responses via Text Analytics with Survey Dashboards' One-Click Wizard Identify and manage the root cause(s) behind a given customer sentiment on review sites or social media channels using Social Reviews, now powered by Text Analytics Create more engaging customer experiences Use new options in Insights Community and Surveys to implement images as the survey background, align headers, change opacity, and more Build more engaging newsletters with Hubs’ controls for branding and design, duplicate newsletters, and assign multiple users to deploy existing newsletters as templates Gain more granular control for Touchpoint activities to improve engagement and increase response rates Save set-up time and increase control with easier deployment and administration Manage large groups of users in the Alida platform with a simple CSV upload without having to individually create users manually Clone reports and their configurations on Surveys to quickly deploy recurring research activities and leverage existing activities as templates Design a curated list of participants on Video Discussions based on filters and send them an automated calendar invite for interviews Utilize the Touchpoint Software Development Kit (SDK) to enable a seamless integration with apps and effortless deployment of Touchpoint activities Get support for multiple languages on the Mobile App, which automatically detects device language and translates all non-user generated content in English, French, Spanish, or German. More languages will be added in the near future. For more information on Alida’s products and how they can help your organization uncover and action its customers’ truth, visit www.alida.com/products. About Alida Alida believes in a world where customers are respected as the ultimate source of truth. Because knowing the whole truth about your customers—even the parts that are hard to hear—can help companies make better decisions that drive long-term customer loyalty and growth. With the Alida Total Experience Management (TXM) Platform, leading brands like HBOMax, Adobe, Red Bull, and J.Crew turn their customer truth into action to power exceptional customer, employee, product, and brand experiences. Founded over 20 years ago, Alida helps the world’s largest brands improve their total experience with its team of 500+ experts across 11 countries. Join us on our mission to reimagine the experience at www.alida.com and @alidaTXM.

Partnership announcement

Verve and Alida to Extend Elevated CX Offering to Australia

Verve and Alida to Extend Elevated CX Offering to Australia

Alida and Premium Partner Verve to strengthen partnership by extending their optimised customer experience offerings across new regions SYDNEY — July 5, 2022 — Alida, a leader in Total Experience Management (TXM), today announced their expanded Premium Partnership with Verve, experts in culture, communities and smart digital research, to deliver world-leading Customer Experience (CX), research, and insights to organisations across Australia. “The partnership with Alida enables us to deliver seamless outcomes for our clients, designed for their needs,” says Rikki Pearce, Verve Australia Managing Director. “Alida provides great software and Verve provides exceptional research expertise and innovation. Taken together, this empowers clients to deliver world-class CX outcomes.” Verve’s integrative and innovative research offer has driven impressive global growth since 2020, including the opening of the Australian office in 2022, which is enjoying rapid expansion. Verve joined Alida’s Partner Network with Premium Partner status at the beginning of 2022 to elevate clients' CX initiatives through developing better products, services and experiences, informing brand strategy, and creating relevant, impactful communications. Mutually driven by customer obsession and combining the power of Alida’s TXM platform with Verve’s world-leading research services, Verve and Alida are driving business growth and innovation for their clients, globally. “We are proud of the strong partnership we have been building with Verve and look forward to working together to deliver exceptional outcomes for our clients in Australia,” said Ross Wainwright, CEO of Alida. “Our shared values for customer-obsession and innovation have made for great collaboration between both our teams resulting in top-tier customer success for our clients.” A strong commitment to the Australian market has been a top business priority for Alida this year. In April 2022, Alida announced the opening of an AWS Data Centre in Sydney to more efficiently meet the needs of Australian customers and enable an increase in data performance and speed. Alida has begun hiring a number of new employees to support customers in APAC, adding resources in Sydney and Melbourne across Sales, Customer Success and Support teams. “We are excited to yet again grow our partnership with Verve,” said Steven Medeiros, SVP and General Manager, APAC, Alida.“Together we have been providing organisations with industry-leading CX and we look forward to being able to offer these elevated services to Australian customers.” To learn more about partnering with Alida, visit www.alida.com/partners. About Verve Verve are experts in culture, communities and smart digital research - delivering inspiring insight across the globe. Customer-obsessed and passionate about putting customers at the heart of clients’ businesses, Verve empowers the likes of Samsung, John Lewis, Walgreens Boots Alliance and Shell to make better decisions. Find us at www.addverve.com and on LinkedIn @addverve. About Alida Alida believes in a world where customers are respected as the ultimate source of truth. Because knowing the whole truth about your customers—even the parts that are hard to hear—can help companies make better decisions that drive long-term customer loyalty and growth. With the Alida Total Experience Management (TXM) Platform, leading brands like HBOMax, Adobe, Red Bull, and J.Crew turn their customer truth into action to power exceptional customer, employee, product, and brand experiences. Join us on our mission to reimagine the experience at www.alida.com and @alidaTXM.