With so many industries forced to adapt to unprecedented change over the last year, Voice of the Customer (VoC) and customer experience (CX) initiatives are becoming critical for any company to be successful. CX professionals are recognizing just how important direct communication with customers is for making decisions and navigating the business to better outcomes.
But even so, companies are failing to make the most out of their CX programs. According to Forrester’s Q2 2020 State of VoC and CX Measurement Programs Survey, only 9% of CX pros rated their maturity as high or very high. One of the biggest hurdles holding companies back from being successful in CX is failing to work with a vendor that provides services and support that lead to customer success—something Alida has put extra emphasis on in recent years.
Alida is excited to be recognized for those efforts. Alida was among the select companies that Forrester invited to participate in its Q2 2021 Forrester Wave™ evaluation, Customer Feedback Management Platforms. In this evaluation, Alida was cited as a Contender in Customer Feedback Management Platforms.
Alida’s focus on customer success
In the report, Forrester recognizes Alida’s dedication to supporting customers’ success, saying: “Nearly 50% of the vendor’s employee ecosystem is focused on engineering, customer success, and professional services – highlighting the vendor’s commitment to its more than 600 customers across the globe to continue innovating its products while also maintaining its focus on customer success.”
In other words, Alida is putting the manpower in place to ensure our customers get the most from their CX initiatives. By pairing VoC with digital insight communities, we’re able to provide more comprehensive insights that allow our customers to make informed decisions that lead to real change—change that their customers want, expect, and love.
Our priority is our customers. Also in the report, Forrest analysts say: “Reference clients note that Alida’s people are great to work with – and they appreciate how flexible the vendor is, allowing them to start small and grow at a comfortable pace – not forcing them to overinvest in features they may not want or be ready for.” By working with our customers to find unique solutions that lead to their best business outcomes, we drive success on their terms.
Alida has been helping businesses better understand their customers for over 20 years. To read stories about how we have used our platform to tap into customers’ truths and created sustainable success, check out our Customer Stories page.