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Crack the Customer Code with Alida

Alida was designed for brands that care about listening to the voice of their customer and just as importantly, want to action these insights across their business to close the feedback loop.

That's why we've partnered with Crack the Customer Code to bring valuable resources and discussion to the CXM community. Check out the resources below, or book a time to talk about how Alida can empower your CX strategy. 




Managing cultural change is always challenging. Ross discusses the processes and hard decisions behind the transformation from Vision Critical to Alida, including the cultural, branding, tech, and product & service changes – all during the pandemic. 

In this episode, you'll learn:

  • How Alida overhauled their systems, digitalization efforts, etc. all in the name of the customer
  • The importance of understanding the truth behind the score and turning items into actions
  • How to keep up with expectations before you fall behind

How do you stand on the right side of the line between the helpful and the creepy with AI? It’s a question rarely asked about AI in customer experience, and in this episode, the hosts of Crack the Customer Code will tackle this question alongside Riaz Raihan, President of Alida.

In this episode, you'll learn: 

  • How to use AI to better understand customers
  • Is it possible to use AI to predict customer behavior in the future?
  • The challenges and problems around using AI
  • Helpful advice for leaders looking to implement AI into their organization
  • Lessons learned about AI at Alida and how the company implements this technology

Forrester Report


Customer experience (CX) leaders and customer insights (CI) leaders must align more than they have in the past on customer experiences that matter most to business outcomes. This alignment can demonstrate to business or operations stakeholders that connecting the right data and insights to CX efforts will deliver one of three business benefits: increase revenue, decrease cost, or contain risk.

Use this report and its examples to craft a measurable and meaningful CX business case you can sell internally that also shows how CI adds incremental value.

  • How to craft a measurable and meaningful CX business case
  • Why CI adds incremental value to your CX program
  • How to break down silos to drive CX results that matter


The Alida CXM Difference




Collect broad feedback at scale with Alida Surveys and Alida Touchpoint

Leverage enterprise-grade feedback collection tools to collect, distribute, and analyze direct feedback, via surveys or gamified micro-surveys. Learn More

Collect deep insights with Alida Sparq

Uncover Collect deep insights from a community of highly engaged customers vested in your success. Learn More

Collect indirect sources of feedback with purpose-built integrations

Integrate multiple sources of feedback into Alida’s data lake and combine all your CX data into one platform. Learn More


Create a custom closed-loop strategy with a configurable rule engine and on-platform case management

  • Configure custom rules or conditions that trigger actions based on specific survey responses to ensure timely and effective actions are taken.
  • Send custom emails to your customers based on their responses.
  • Automatically create & manage cases to alert relevant CX representatives on further action required

Gain end-to-end visibility into key performance metrics

  • Use real-time, dynamic, and configurable dashboards to visualize survey responses and composition of survey respondents.
  • Case management dashboard for a snapshot view of currently configured rules, number & type of actions taken & status & progression of cases.
  • A NPS Dashboard to visualize NPS scores and trends over time.

Transform your customer experience with deep Insight and broad feedback

Collect meaningful and actionable customer insights to help you deliver differentiated and innovative experiences.


Alida is a customer experience management and customer insights platform. Collect valuable customer feedback and voice of employee data through your insight community powered by Alida.