Cloud-based customer intelligence platform, Alida, announced in a company press release that it is set to launch a new customer experience management (CXM) and insights platform labeled Alida CXM in its Fall ‘20 release on October 20, 2020.
The company claims the new platform will be the world’s first CXM and insights platform and can be used with its existing products that include Alida Surveys, Rule Engine for automatic actions, Case Management, and another new product labeled Alida Analytics.
The cloud-based customer intelligence platform explained the new CXM and analytics platform, introduction of Alida Analytics, and the enhancements to existing products have been done with the goal to further increase efficiency and ease in uncovering customer truth for its CXM platform users.
Riaz Raihan, President of Products at Alida commented on what customers can expect from Alida CXM by saying: “It is important, but not enough, to capture insights about your customers. 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.”
As consumers, businesses, and industries increasingly switch to digital channels, investments in digital transformation initiatives have also increased. With increasing digital footprints, from both businesses and consumers, this brings more data points for businesses to analyse and improve customer experiences.
As a result, the cloud-based customer intelligence platform is not the only business taking action to improve the value of its services.
In July 2020 CoreLogic launched its AI-driven platform with the aim to change and improve customers’ home buying experience while in April Adverity raised $30m to enhance its data-driven ad platform that focusses on improved customer acquisition experiences.
The cloud-based customer intelligence platform explained that the integration of Alida CXM into its platform will provide customers with a unique end-to-end solution that will uncover deep insights, engage with customers globally, and close the feedback loop through effective CXM.
Integrated alongside Alida Sparq and Alida Touchpoint, brands who use the CXM platform can expect to have the power to tap broad feedback and uncover deep insights from its customers, and then put that feedback into action in real-time.
The cloud-based customer intelligence platform provider wrote that the CXM and insights platform is designed to close the feedback loop and as a result absorbs customer feedback to provide automatic actioning based on a configurable rule engine.
This then updates case management for visibility across customer-facing teams with the aim to give brands confidence that every customer experience is being optimally managed and monitored.
Alan Webber, Vice President of Customer Experience Management Strategies at IDC explained how Alida’s CXM and insights platform will “Alida has differentiated themselves in an over-saturated market, not only through their 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. 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 cloud-based customer intelligence platforms announcement of its new CXM and analytics platform follows the companies appointment of Steven Medeiros who joined the executive leadership team to lead the Asia Pacific and Japan team for Alida.
With new members of the leadership team in place, the company rebranding from Vision Critical, and the introduction of new products such as the CXM and analytics platform, Alida is investing in its customer experience business infrastructure with the aim to meet its mission where customers are the ultimate source of truth.
Alida’s CXM and analytics platform is the companies fourth product to be released in 2020 and will be launched at Alida Activate, a two-day virtual and interactive CX conference, happening on 20th October 2020.
