Alida
Translating Customer Feedback into Actions
Steven Medeiros, General Manager, APACAlida, 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.
“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.
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.
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.
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.
Alida News
Alida Deepens Relationship with Discuss to Expand its World-Class Qualitative Research Capabilities
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Company
Alida
Management
Steven Medeiros, General Manager, APAC
Description
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. 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.
Alida, a pioneer in customer experience centered around communities, and Discuss, a leading platform tailored for transforming experiences into insights, have taken steps to strengthen their collaboration. This move aims to enhance Alida's high-quality qualitative research solutions for its clientele. Through this recently renewed partnership, Alida will leverage the capabilities of Discuss moderators, thereby extending the range of Alida's managed services associated with its Video Discussions offering.
As a result of this development, Alida's clients will now benefit from an expanded array of choices for a fully managed video feedback solution. This solution package already encompasses access to qualitative experts who oversee the entire process, including platform setup, logistical implementation, program design, moderation, and analysis. This comprehensive offering is particularly advantageous for clients who may be short on time or resources to independently initiate an end-to-end qualitative research initiative. This collaboration amplifies the possibilities for receiving thorough support from start to finish, streamlining the process of conducting customer experience research and enhancing its effectiveness.
“Businesses are consolidating and the pressure to do more with less has never been higher. By deepening our relationship with Discuss and integrating their advanced moderator capabilities to our extensive qualitative offerings, brands have the power to scale faster, gather richer insights, all while saving time and money,” said Ross Wainwright, CEO at Alida. “This latest enhancement to our Video Discussions product serves as a testament to our unwavering commitment to innovation and customer-centricity, empowering businesses to excel in an ever-evolving market.”
As consumer demands continually evolve, businesses must find ways to attain a more profound comprehension of their customers and incorporate that feedback into their strategic decision-making processes. Alida's Video Discussions solution offers organizations the means to achieve this by enabling them to conduct virtual focus groups and in-depth interviews with customers. This is facilitated through the integration of cutting-edge generative AI technologies. Rather than solely relying on quantitative data, Video Discussions allows companies to develop qualitative research on a larger scale. This approach fosters authentic connections, establishes trust, and yields a more comprehensive insight into customer experiences.
By effectively targeting and engaging the appropriate audiences at the right moments, utilizing deeply profiled and opt-in community members, companies gain the ability to cultivate stronger relationships with their customers. This, in turn, supplies invaluable insights to enhance their business strategies.
“Now is the time when customers want to be heard and companies can’t afford to lose their trust,” said Simon Glass, CEO at Discuss. “With smart qualitative research tools, organizations can gather richer data and forge genuine relationships with customers. This approach is what ultimately gives way to exceptional customer experiences and drives impactful business decisions.”