Alida Launches Customer Journeys, Expands TXM Platform

Customer experience management specialist Alida has launched a product called 'Customer Journeys', to help organizations pinpoint customer feedback at all touch points and monitor performance to deliver better end-to-end experiences. The firm has also expanded its TXM platform.

Alida (previously known as Vision Critical) developed its TXM (Total Experience Management) platform to help organizations combine the voice of their customers and employees, and reveal the best methods for building more innovative and optimized experiences. The firm's new Customer Journeys solution has been built to understand performance drivers at key journey steps. The tool integrates or collects data using the TXM platform, and then monitors metrics for each key engagement between customers and the business, identifying areas that need attention.

In addition, the company has added fifteen new features to its TXM platform, to bolster capabilities in customer, employee, product, and brand experiences. Some of these include the ability to create configurable dashboards from Touchpoint data, and analyze millions of data points on customer feedback and interactions. Users can now capture demographic insights of 'broader audiences' and use the data for personalization and targeted branded content; and also use counts from multiple choice questions with additional survey conditions in 'Surveys and Insight Communities' to create advanced survey logic and segments.

Additionally, users will gain access to support for multiple languages on the Mobile App, which automatically detects device language and translates all non-user generated content in English, French, Spanish, or German, with more languages to be added in the near future. Riaz Raihan (pictured), President of Products & Engineering, comments: 'Today's release further strengthens Alida's product portfolio and platform infrastructure. With Alida's new Customer Journeys, organizations can pinpoint customer feedback at all critical touch points and monitor performance to deliver better end-to-end experiences.'

Web site: www.alida.com .

All articles 2006-23 written and edited by Mel Crowther and/or Nick Thomas, 2024- by Nick Thomas, unless otherwise stated.