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Alida To Launch Customer Experience Platform

Alida, a customer insights provider and formerly Vision Critical, has announced the upcoming launch of a new customer experience management (CXM) platform that is designed to help marketers uncover buyer insights, enhance global engagement and gain better feedback on their marketing efforts.

The Alida CXM platform leverages data from Alida Touchpoint and Sparq to help marketers looking to elevate and manage their customers’ experiences through customer feedback, uncovering deep insights for customer-facing teams to manage and monitor their customers' experiences.

The platform also integrates with other parts of the Alida platform, including:

  • Alida Surveys, a solution that captures broad feedback globally, allowing marketers to manage their customer experiences at scale;
  • A Case Management solution designed to automatically create and integrate cases in other CRMs; and
  • Rule Engine, a solution that triggers automatic actions for prompt responses from customer representatives.

“Alida has differentiated itself in an over-saturated market, not only through its new brand, but also with a platform transformation that connects broad customer feedback with targeted deep insights to turn the voice of customers into unique experiences," said Alan Webber, VP of CXM Strategies at IDC, in a statement. “Companies that want to deepen relationships and improve experiences with their customers need a contextual understanding of why customers feel the way they do so that they can instantly act to optimize customer experiences. Alida has built an end-to-end solution to help brands do just that."

The Alida CXM platform is set to launch on Oct. 20, 2020. The release will also include Alida Analytics, a new solution designed to provide users with dynamic case management and NPS dashboards, summarizing profile variable data for visual insights.

“It is important, but not enough, to capture insights about your customers,” said Riaz Raihan, President of Products at Alida, in a statement. “Brands must take uncovered customer truths and put them into action to build meaningful relationships. With Alida CXM, our customers can unlock meaningful insights from their customers and manage, monitor and optimize millions of customer experiences.”