Tag: Alida

Manila, Philippines – Alida, a Total Experience Management (TXM) software company, has announced that is opening a managed services delivery hub in the capital city of Manila in the Philippines. This adds up to existing Alida offices globally including London, New York, Sydney, Toronto, Vancouver, amongst others.

The Manila office will operate as a managed services delivery hub with potential to increase operation functions and expand roles in various departments. 

Alida’s services such as the ‘Premier Community Management’, which partners an Alida community manager with a customer to help sustain and build an engaged community, and ‘Premier Survey Management’, which offers customers an Alida technical specialist to help drive business outcomes via surveys, have both launched operations and are already exceeding initial targets.

Ross Wainwright, chief executive officer at Alida, said, “We are thrilled to expand in the APAC region and leave our mark here in Manila. We are fortunate to find employees with impressive technical skill sets and flexibility to help grow our business globally. We saw immediate interest in our positions and expect strong progress in the coming year, which sets us up for long-term scalability and growth.”

Wainwright added, “What we offer out of Manila truly speaks volumes to our belief in community-centered CX. So far, we have moved with stealth and incredible speed with no signs of slowing down.”

Singapore — Alida, the Total Experience Management (TXM) platform, has announced the technology-driven customer experience (CX) consulting company Blink CX has become a member of its Partner Network to deliver elevated CX solutions to organizations in the Philippines.

Blink CX specializes in assisting organizations to achieve a ‘customer-first’ agenda to drive desired financial and operational outcomes. Through tailored advisory services, data science, and access to global CX technology platforms, Blink CX is able to maximize the value of its customers’ CX investments during every stage of the life cycle. With the implementation of the Alida TXM platform and Blink CX’s consultancy, customers will be able to address CX pain points and gain truly actionable insights to ensure a strong growth momentum and long term business success.

Darwin Clark Jacquez, COO and vice president of sales of Blink CX, said, “Partnering with Alida will enable both companies to leverage each other’s strengths to deliver value to customers in the areas of Experience Management. There is great synergy between Blink CX capabilities and Alida value propositions that will help companies build loyalty from its customers.”

Steven Medeiros, SVP and general manager of Alida APAC, commented that they are thrilled to work with a partner who is dedicated to innovation and strongly embodies what it means to put the voice of their customer first.

“We look forward to creating a strong partnership with Blink CX that will not only deliver industry-leading CX solutions but also provide an end-to-end personalized experience that enables brands to achieve their desired growth results,” Medeiros said.

The Alida Partner Network enables growth for organizations of all sizes by providing the software, enablement and expert support needed to put customers’ truth into action. As an established player in building engaged and online communities for ongoing customer feedback, partners entrust Alida’s software to help them deliver powerful insights and a competitive advantage for their clients.

Commenting on the addition of Blink CX to the network, Gary Smith, SVP channel and partner alliances of Alida, shared, “We are happy to partner with Blink CX to offer organizations across APAC an exceptional solution to elevate their customers’ experiences.”

Toronto, Canada – Customer experience (CX) management and customer insights platform, Alida, has partnered with Blackhawk Network’s digital rewards provider Rybbon, with the aim to enhance its TXM platform to provide clients with the ability to grow engagement through incorporating incentives as part of their Voice of Customer (VoC) and Voice of Employee (VoE) programs.

With the integration of Rybbon’s PointsJoy solution, Alida will be streamlining points-to-rewards programs by allowing clients to preset the number of points to award for a completed survey. This solution includes Rybbon’s AutoRewards feature which enables organizations to set a predetermined points threshold. When respondents meet or exceed this threshold, a reward email will be automatically sent to the respondent, enabling them to redeem their points for a desired digital reward from a curated reward catalogue.

Jignesh Shah, Blackhawk’s head of global integrated incentives, believes that continued survey respondent participation is a necessity to truly understand the voice of the customer.

“By combining their powerful rewards program with Alida’s leading customer experience management platform, Alida clients will be able to boost engagement and retention rates by providing respondents with points that can be accumulated and redeemed for digital rewards,” said Shah.

Meanwhile, Riaz Raihan, Alida’s president of products and engineering, shared that their priority is to help clients improve experiences for their customers and employees, driving loyalty and retention.

“With the new Rybbon integration, rewarding customers for continuous engagement with your organization is now easier than ever. With a myriad of global incentive options, companies can now offer their customers and employees incentive choices that matter most to them,” said Raihan.

To learn more about boosting customer experience engagement in 2022, businesses may register for Rybbon’s upcoming webinar on its website.

In November 2021, Alida has also partnered with growth company GrowthOps, to deliver elevated CX and insights to organizations in Hong Kong, Singapore, Malaysia, and Australia.

Hong Kong – Growth company GrowthOps has partnered with total experience management (TXM) company Alida through its Alida Partner Network to deliver elevated customer experience (CX) and insights to organizations in Hong Kong, Singapore, Malaysia, and Australia.

Together, GrowthOps and Alida will provide organizations the tools necessary to uncover customer insights to inform business growth and innovation development opportunities.

The Alida Partner Network enables growth for organizations of all sizes by providing the software, enablement and expert support needed to put customers’ truth into action. As the global company engaged with online communities for ongoing customer feedback, partners entrust Alida’s software to help them deliver insights and a competitive advantage for their clients.

“We strongly believe leveraging Alida’s TXM platform will further extend GrowthOps’ customer experience (CX) offering, as part of our holistic consulting and technology solutions to our clients across APAC countries. As a growth partner in this digital transformation world, we look forward to bringing in more value-added services and solutions to accelerate the path to success, and this partnership is a win-win-win to Alida, GrowthOps, as well as our clients,” said Eric Yu, general manager at GrowthOps.

Meanwhile, Ian Lee, head of sales for APAC at GrowthOps, commented that they are excited to partner with Alida, noting that it is important to connect customer experience management (CXM) and the improvement of business performance to justify the ROI.

“With the power of Alida’s TXM platform together with GrowthOps CX strategy, business consulting and digital technology services, we are very confident that under this partnership we will become the true Growth Experience Advisor for our APAC customers, exceeding their expectations,” Lee stated.

GrowthOps currently uses an approach of combining marketing, technology and people disciplines for its customers across a variety of industries, including insurance, banking, healthcare, telco, retail, and manufacturing. Furthermore, the company holds an extensive range of tech consultancy services that supports its customers to grow their business and capitalize on avenues for innovation.

“Alida is thrilled to welcome GrowthOps to our Partner Network and we look forward to collaboratively providing clients across Asia Pacific an elevated CX experience. The GrowthOps team is reputed for helping organizations find creative and innovative ways to grow their business. Alida is eager to work together to help clients optimize the power of TXM and propel their CX initiatives,” said Steven Medeiros, SVP and general manager for APAC at Alida.

Meanwhile, Gary Smith, SVP for channel and partner alliances at Alida, commented, “GrowthOps is an excellent addition to the Alida Partner Network. Their extensive expertise in innovative consultancy services empowered by Alida’s TXM platform will add immense value to customers across Asia-Pacific.”

Toronto, Canada – Despite 92% of respondents agreeing that customer experience (CX) is vital to customers, 52% of the respondents said that CX on their end has less impact or no impact at all to their purchasing decision or long-term loyalty, according to the latest report by total experience management company Alida. 

In their global report, they have found that 95% of respondents say they’re willing to spend more for a better customer service experience, placing greater emphasis on their personal experience versus convenience. Respondents note that bad personal experience (79%) and poor brand reputation (65%) were also cited as the biggest influences in making a purchase.

Unfortunately, 75% believe brands are simply not listening to their feedback, and one in ten believe businesses will never use customer feedback to inform business decisions.

According to the report, the biggest ‘offenders’ are banks, in-person retail, and credit card companies.

Nicole Kealey, chief strategy officer at Alida, notes that the past year has seen a fundamental shift in how consumers interact with brands, forcing companies to change the way they engage with and stay close to their customers.

“Being reactive is no longer a viable business strategy. Our study shows that business leaders are missing out on a tremendous opportunity to harness the insight and opinions directly from their customer base to create a better customer experience, drive sales and increase customer loyalty,” Kealey stated.

The report also noted that 4 out of 5 consumers state that they are highly motivated to do business elsewhere after a bad customer experience. The majority of respondents stated that they are also likely to leave a bad review, something that can have a negative long-term impact on a business. According to the report, t negative social reviews influence the purchase decision of six in ten respondents.

Kealey notes that as all industries look to best navigate a post-pandemic world, companies must understand that one of their most important assets to success is a happy customer.

“A customer who has enjoyed your products, services and experiences will come back again and recommend you to their friends and family. But competition will become fierce and optimizing every step of the brand experience will be critical. To do so, brands must integrate CX into their overarching business strategy and employ the tools they need to truly understand their customers and take action,” she concluded.

Toronto, Canada – Customer experience (CX) management and customer insights platform Alida has recently announced a new slew of products and services, developed with direct feedback from their customers.

Alida’s initial product release for their Winter 2021 release is the Alida Video, which helps brands harness video to amplify their customers’ voices. Through Alida Video, brands can easily capture customer-recorded video feedback, uncover authentic, deep insights, and inform stakeholders and decision makers at the speed of business, all in a unified platform.

Meanwhile, enhancements to existing features include improvement to the platform’s deep insight feature Alida Sparq and broad feedback feature Alida Surveys.

With the improvements on the Alida CXM & Insights Platform, users can expect the following:

  • Hub Newsletter Redesign for brands to better engage their Alida Sparq insight community members and stakeholders with more visual and content-rich newsletters
  • Quotas for administrators to control the number of responses to a survey or a set of questions
  • Mobile Survey Image Enhancements to improve the respondent experience
  • Recodes & Rollups as an Early Access Program (EAP) for users to create new custom variables based on a dataset and analyze data from a different view

Included in the CXM & Insights Platform are also updates on Alida Touchpoint, including NPS® via Quick Polls, that enable organizations to keep a pulse check on brand perception. Brands can now place activities in mobile applications to engage customers with on-brand micro-surveys designed to collect contextual feedback.

“In today’s global climate, video has become an integral mode of communication to engage and connect with people. It is imperative that brands use it to humanize their customers’ emotions and glean accurate context, to put insights into action and build a great customer experience,” said Riaz Raihan, president of products and engineering at Alida. 

He added, “We are thrilled to provide our clients with the added value of video to deeply understand and analyze their customers by hearing and seeing them talk directly.”

Alida has also launched its FS Industry solution, specifically catered for the benefit of financial services clients. It has enhanced its CXM framework, with features such as ‘Case Management’ for case creation on the platform for customer follow up, ‘Data Lake’ for accumulating various organizational data sources in one platform, ‘Crosstab Analysis’ for checking survey data by various categories like demographic, and ‘Configurable Dashboards for Alida Surveys’ for creating a dashboard for Alida Surveys.

Alida, formerly known as Vision Critical, and headquartered in Toronto, Canada; has recently expanded its presence in the Asia Pacific. 

Hong Kong – Canada-headquartered customer experience management (CXM) and insights platform Alida has expanded its Asia Pacific and Japan (APJ) team to build on its existing regional presence and propel further growth in the CXM industry.

Formerly named Vision Critical, Alida is a global platform that offers both CXM and extraction of insights and feedback. Its products offer brands a number of use cases such as customer journey, customer satisfaction and advocacy, marketing and advertising, and product and UX design across a broad range of industries.

The firm recently appointed its general manager for APJ, former CEO of IT firm NTT Steven Medeiros, and along with Medeiros’, its several appointments of senior industry leaders in the region support its expansion to drive new growth while making additional investments in its clients’ success and partner ecosystems. 

“We are seeing unprecedented demand from clients and partners seeking enterprise technology, industry expertise, and a high touch, localized delivery model. We will continue to invest in great people to better serve our clients and partners across Asia Pacific and Japan.” said Medeiros.

Phillip Walsh, former regional vice president for APJ at Texas-based computer software company Kony, joins the team as general manager for Australia, New Zealand, and Pacific. Walsh brings over 19 years of CRM sales experience, with leadership positions at Atomic Software, BMC Software, Pegasystems, and IBM Australia. In his role at Alida, Walsh will focus on formulating strategy and growing business in ANZ.

Jodarna Meade has been appointed as head of customer success for the APJ region. Meade brings over 20 years of experience and previously led Alida’s sales operations, partner ecosystems, and customer success management in North America recently relocating back to Asia Pacific region. Prior to joining Alida, Meade spent a decade leading marketing at Lendlease. 

Karen Lo joins the APJ team as head of marketing to further expand client and partner growth in the region. Lo’s decade of experience in leading corporate communications and marketing for Dimension Data and Hewlett Packard Enterprise, will strengthen Alida’s pipeline and revenue growth and expand brand presence across APJ.

Wingsan Lun, senior sales executive of APJ, joins the team to lead sales and growth for APJ. With more than 20 years of experience in Temenos, Adobe, and Salesforce.com, he brings deep expertise in digital marketing and customer experience. Lun will support the growth of Alida’s customer base in the region and support its clients to uncover the power of customer truth in their businesses.

Uma Jain, partner manager at APJ, brings over 18 years of experience in business development and execution of global go-to-market strategies for acquiring new clients and partners. Jain previously held senior management positions at Kore.ai, OutSystems, and Kony. She will support the growth of Alida’s global and partner ecosystem.

Jagan Sivanesan, the new principal solution engineer, has joined Alida to lead the regional APJ solution engineering team. Sivanesan brings over 16 years of engineering experience developing state-of-the-art software experiences, high-growth technology companies, such as Kony and Wipro Technologies.

“I’m thrilled to have assembled this powerhouse team of proven technology experts to drive our growth in APJ. Each leader brings unique expertise that is fundamental in propelling our business to the forefront of the CXM industry in Asia Pacific and Japan,” said Medeiros.

He added, “Their collective wealth of experience will drive our next phase of growth in the region. Our priority as a team is to know our customers and put them first.”