Steven Medeiros, General Manager, APAC
To effectively understand customer experiences, feedback is a must. But unfortunately, customers feel as though their feedback is not heard or valued. According to The Alida 2021 Global Trends Report on Customer Experience (CX), 95 percent of consumers are willing to help brands improve by providing feedback, but 75 percent believe brands are not listening. It is clear that Customer Experience Management (CXM) needs improvement and Alida has committed to building innovative and thoughtful CX solutions to help organizations harness and action their customers’ truth.
Alida, a visionary leader in Total Experience Management (TXM), has been helping organizations across all industries with their customer experience initiatives for over 20 years. The company started as Vision Critical but rebranded in 2020 with a new vision. This transformation represented the immense growth and evolution of the company as a disruptor and changemaker in the CX space, as well as to better reflect the direction of its growing future. In its Latin origin, Alida means “verity”, “truth”, “reality” and “actuality” which perfectly speaks to its purpose : to guide brands in their journey to finding the real source of truth, their customers.
Alida created the Alida TXM platform to fuse the voice of customers and employees with the ability to innovate and deliver extraordinary customer, employee, product, and brand experiences. This approach works to empower companies to go beyond traditional Voice of the Customer (VoC) and to make business decisions with their customers and not for them.
The platform encompasses an extensive suite of solutions including 16 products and over 120 enhancements that all work together to enable clients to obtain feedback from core customers as well as broad-based feedback and perform suitable actions on them to deliver the maximum value to the customers’ community. The scalability of the platform also plays a crucial role in optimizing the customer experience by providing organizations with the ability to support all of the voices and experiences that matter most.
“We are like an innovation engine, growing phenomenally to best meet clients’ needs by offering unique solutions to harness the power of customer reviews and deliver actionable insights for enhanced customer experiences and improved brand value,” mentions Steven Medeiros, General Manager, APAC, Alida.
The company’s flagship product, Alida Sparq, utilizes a relationship-based methodology to create distinct profiles of customers and segments them at every interaction to deliver rich insights.
Customers’ preferences and needs are converted into actionable insights that help improve customer satisfaction and experiences and thereby increase revenue and decision-making power. Furtner extending Alida’s CX capabilities, Alida CXM enables clients to harness a single platform to automate and centralize CXM activities. This is a solution to one of the major challenges that customer-centric organizations face while working with broad feedback. Though brands focus on obtaining feedback from millions of customers in an often overcrowded marketplace, they often struggle to close the feedback loop and translate it into actions. Alida CXM offers an integrated platform that allows brands to obtain several direct and indirect sources of customer feedback, execute automated actions on the collected feedback, analyze data, and monitor trends, to create incredible customer experiences.
“It isn’t just about collecting broad feedback; the real challenge is to respond promptly to the feedback to close the loop on one hand, and obtain the deeper insights from top customers or brand advocates on the other. And that’s where Alida comes in,” remarks Medeiros.
We are like an innovation engine, growing phenomenally to best meet client’s needs by offering unique solutions that harness the power of customer feedback.
Alida’s solutions feature multiple advantages, making it convenient for clients to adopt and use them. Alida employs a model that gives clients the freedom to collect as much or as little feedback as required without worrying about the cost implications. This gives Alida an edge over the contemporary CXM vendors in the market. Having a cloud-hosted solution is an added advantage for scaling, integrating with legacy systems and making the most of APIs. More importantly, Alida’s solutions are modular and work with a plug-and-play system that allows organizations to scale and grow with them based on their needs.
Over the last couple of years, Alida has grown extensively across industries and global geographies, including the Asia Pacific region, to address the growing need for a strong and innovative customer experience management platform. Alida’s solutions find their application in multiple industrial sectors, banking being a primary one. With the banks moving into a more digital environment, Alida’s solutions have been of great benefit for them. Further, these solutions have also been implemented in the insurance, retail, and healthcare industries.
Even during the pandemic, Alida has managed to maintain a high growth rate and customer satisfaction. Going forward, the company is determined to fulfill the mission of helping brands create significant customer success stories through uncovering their ultimate source of truth, their customers.