19December 2021AlidaTranslating Customer Feedback into Actionsalso 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. Further 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.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. MTWe are like an innovation engine, growing phenomenally to best meet client's needs by offering unique solutions that harness the power of customer feedback
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