Alida Optimizes TXM Platform to Strengthen Personal Connections Between Organizations and Customers

Winter 2023 release launches new advanced personalization, reporting, and privacy capabilities

Alida, a leader in experience management, delivered its Winter 2023 product release, bringing to market new technology innovations on its industry-leading Total Experience Management (TXM) platform. The enhancements strengthen personal connections between businesses and their customers through advanced personalization, reporting, and privacy capabilities.

“With Alida’s enhanced TXM platform, organizations can better understand how customers think and feel, build personal connections with them, and meet their evolving needs.”

“Today, as businesses navigate through economic headwinds, it’s imperative that they comprehend their customers’ emotions behind purchase decisions, deciding whether to be part of a community, or in staying loyal to the brand,” said Riaz Raihan, President of Products & Engineering, Alida. “With Alida’s enhanced TXM platform, organizations can better understand how customers think and feel, build personal connections with them, and meet their evolving needs.”

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The Winter 2023 product release provides Alida’s customers with the ability to:

1. Make customers feel heard through new personalization capabilities
   • Target progressive survey engagements in digital assets based on customer profiles and behaviors to gather specific feedback across multiple sessions.
   • Customize Surveys and Community imagery and language to match customer geography, industry, and other variables.
2. Increase leadership’s emotional understanding of customers with new reporting capabilities
   • Measure customer sentiment consistently across all survey formats, including video feedback.
   • Transform complex data into easy-to-understand stories with new options for visualizations and sharing with stakeholders.
   • Better understand the feedback of customers in their own words with Conversational Surveys delivered via SMS.
3. Build trust with customers and employees, ensuring a safe space for sharing using new privacy controls
   • Set granular access permissions so users see only what they need.
   • Provide limited access to guest moderators and interviewers with Video Discussions.
   • Flag sensitive data in Touchpoint such as Personally Identifiable Information (PII) so it can be managed with additional layers of privacy and security controls.

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