Alida accelerates customer value with over 100 integrations and advanced analytics upon product release in summer 2021


TORONTO – (COMMERCIAL THREAD) – Alida (formerly Vision Critical), creator of the world’s first CXM & Insights platform, today delivered its Product release summer 2021, bringing further improvements to the market in Customer Experience (CX), Employee Experience (EX), Product Experience (PX) and Brand Experience (BX). Advanced analytics capabilities, unmatched flexibility to support over 100 third-party integrations, a new user interface (UI), a solution for the retail industry and 21 new features of the Alida platform are released today. Additionally, Alida brings diversity, equity and inclusion (DE&I) solutions to market to empower organizations to drive change.

“Today’s release strengthens Alida’s position as a CX leader,” said Riaz Raihan, president of products and engineering at Alida. “We are excited to provide our customers with products to capture and visualize experience data; and to understand and apply customer and employee feedback in real time. With the flexibility and advanced capabilities of Alida’s platform, our customers can listen to their customers, understand their needs and take action to close the feedback loop seamlessly.

Improvements in the summer 2021 product release that allow customers to:

Improve the employee and customer experience by leveraging Alida’s 100+ integrations. Aggregate and act on experience data and operational data

  • Integration with ERP systems, CRM systems and marketing automation systems to take targeted actions to close the feedback loop with customers

  • Integration with employee data from HRIS systems to drive Employee Voice (VoE) initiatives that maximize employee satisfaction

  • Integrate with Slack to enable collaboration and close the feedback loop with fast and effective notifications to the right people in the organization

Analyze customer sentiment over time for multiple response surveys and perform deeper analysis for better decision making

  • Map changes in customer sentiment using time series dashboards for multiple response surveys that track changes in customer satisfaction over time

  • Guide business decisions by validating hypotheses around research and customer experience agendas using advanced significance testing in cross-analysis

  • Accelerate time to value by using pre-calculated metrics to automatically populate live, content-rich, interactive NPS dashboards

  • Capture qualitative feedback from global customers in 11 languages ​​by leveraging artificial intelligence

  • Get a more granular view of the data by enabling enhancements to custom fields (recoding and running) in crosstab

Analyze and optimize Alida Touchpoint’s activities on digital channels while closing the loop with customers and internal stakeholders

  • Analyze and compare customer engagement activities across websites, mobile and social media with Alida Touchpoint’s new “Track” feature

  • Perform automated actions

  • Use a new type of multiple choice question to create flexible activities to understand customer preferences

Better navigate Alida applications via a new modern aesthetic user interface

  • Use the AppDrawer to navigate between Alida products

  • Easily access member hubs to enhance the member experience

  • Better control of team access and projects with improved corporate controls

  • View open survey responses in the updated Alida mobile app

Empower the retail industry

Alida’s new Retail Industry solution is Alida’s fifth industry-specific package, helping customers maximize the value of their Customer Experience Management (CXM) investments. The solution provides Alida’s retail clients with organized survey templates that can be easily customized and easily deployed to collect feedback topics that have a direct impact on the retail industry. It also enables CXM through multiple channels, including digital, mobile, in-store and customer support.

Coming soon: Alida brings to market a dual approach to ED&I

Alida’s DE&I solutions enable organizations to drive meaningful, measurable and systemic change both for their employees and for their customer’s product, brand and journey experiences. DE&I solutions are based on Alida’s powerful platform complemented by expert consulting services to support clients every step of their DE&I journey. For more information visit

About Alida

Alida believes in a world where customers are the ultimate source of truth. A world where the best business decisions are made with customers, not for them. That’s why Alida created the world’s first CXM & Insights platform to turn customer truth into action. For more than 20 years, iconic brands like BuzzFeed, LinkedIn and Red Bull have chosen Alida, formerly Vision Critical, as their secret weapon. Alida’s unique approach of combining broad feedback with in-depth information creates meaningful and lasting customer relationships and builds brands that stand the test of time.

follow us on and engage with us on social media @alidaCXM.


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