Alida has been a significant voice of the customer (VoC) vendor for over two decades. Last year, Gartner included us in its 2020 Gartner® Magic Quadrant™ for Voice of the Customer. And now, in 2021, Gartner has positioned Alida as a Visionary in its latest 2021 Gartner® Magic Quadrant™ for Voice of the Customer.
Gartner acknowledged our completeness of vision and ability to execute as key factors for our recognition. This recognition is both an important achievement and an exciting milestone in our growth.
Realizing Our Vision as a True TXM Vendor
We help many of the world’s largest companies manage their customers’ experiences and design new customer experiences. Alida uncovers insights from customers and employees to help clients make better business decisions. We work with our clients to understand their needs and continually evolve our product offerings.
This journey informed the development of our Total Experience Management (TXM) platform. Alida TXM fuses the voice of the customer (VoC) and the voice of the employee (VoE) to deliver extraordinary experiences for all key stakeholders: customers, product users, brand advocates and employees.
Alida TXM is an integrated suite that brings together four core domains: Customer Experience (CX), Product Experience (PX), Employee Experience (EX) and Brand Experience (BX). Alida does this by having one data lake – a single repository of data that identifies correlations and causality across data collected from a myriad of different use cases.
If one of these domains (CX, PX, BX, PX) breaks down, the entire process breaks and you cannot achieve true TXM. Our platform ensures seamless integration and provides organizations with a best-in-class suite to learn from insights gathered across the four experience domains.
In addition, Alida TXM enables organizations to act on all aspects of Diversity, Equity & Inclusion (DE&I). Firms can uncover employee needs, inject DE&I principles into all aspects of their business and track the effectiveness of their DE&I programs.
How We Believe We Got Here
There are five key areas that have fueled our growth via our integrated TXM platform:
Perfect Fusion: VoC & Customer Research
Alida TXM is unique because it offers VoC and customer research capabilities on one integrated suite on a common architecture. Alida manages, monitors and optimizes millions of customer experiences. TXM then unlocks meaningful insights through deeply-profiled members within communities. Thus, Alida TXM produces both broad and deep insights from customers.
Alida is disrupting the CX market on the back of its aggressive R&D program – rated the most disruptive in the industry by leading analysts. Our rolling thunder approach delivers new product functionality every 90 days. We have about 200 engineering, AI, product, cloud and design professionals in our world-class R&D team. Over the past two years, this team delivered 10 new products and 123 new product enhancements to our customers.
Alida’s central data lake is core to our strategy of AI-driven analytics and visualization. In today’s dynamic CX-centric environment, organizations want to capture feedback and predict customer behavior across the customer journey. Alida’s AI-powered TXM platform meets these challenges. TXM captures customer signals from multiple sources; applies AI to the customer journey; and triggers zero-touch automated actions to improve customer experience 24 x 7 x 365.
The Alida TXM platform is extensible by design. TXM integrates seamlessly with other business applications via open APIs, combining operational data (OD) and experience data (XD) in our secure data lake. Alida currently offers a list of over 100 certified integrations to its customers.
We continue to grow the ecosystem of trusted Alida Partners. We offer a wide range of services, integrations, and customized solutions to extend the power of Alida's TXM platform. This includes the addition of high-profile organizations such as Adobe, Ipsos and Deloitte.
The Journey Continues
We believe Gartner acknowledging Alida as a Visionary is a major milestone in our journey as a CX vendor. And this is just the beginning. Alida is the most agile and disruptive innovator in the CX space. We feel Alida is the most agile and disruptive innovator in the CX space.
Gartner, Magic Quadrant for Voice of the Customer, 29 November 2021, Jim Davies | Ed Thompson
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