Alida Adds Features to TXM Platform

Experience management specialist Alida has added new personalization, reporting and privacy capabilities to its TXM platform (Total Experience Management), including a personalization solution based on survey participant profiles and behavior.

Alida, headquartered in Canada and previously known as Vision Critical, developed its TXM platform to give organizations access to an 'always-on' community of their most engaged customers. In October, it added a product called Conversational Surveys to the platform, to drive higher engagement with customers through interactive feedback.

With the latest updates, users are able to target surveys in order to gather specific feedback across multiple sessions; while customizing surveys and community imagery and language to match customer geography, industry and other variables. In addition, the platform can now be used to measure customer sentiment across all survey formats, including video feedback; set access permissions, so that users see only what they need; and provide limited access to guest moderators and interviewers. Sensitive data such as personally identifiable information can be flagged, and managed with additional layers of privacy and security controls.

Riaz Raihan (pictured), President of Products & Engineering, comments: '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. 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'.

Web site: www.alida.com .