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AI-driven Analytics Key to Usher into the Future of Total Experience Management (TXM)

Alida (software company) - WikipediaWe have witnessed a surreal growth in experience management solutions in the last 2-3 years, largely hoisted on the foundations of Artificial Intelligence (AI), Business Analytics, and Automation techniques. A large number of organizations now fully understand the role of managing experiences for their brand, customers, employees, and products. Identifying and delivering hyper-personalized customer Experience management (CX) remains the top commitment for most businesses, successful companies go beyond this. They plan and deliver extraordinary customer, employee, product and brand experiences. All these experiences can be clubbed under one umbrella word – Total Experience Management or TXM. When you have so much to do with total experience management at various departmental and corporate levels, it’s best to leverage tailor-made solutions from a company that is known to integrate all these into one.

Enter Alida, a leading provider of a world-class TXM platform, that enhances capabilities in customer, employee, product, and brand experiences for its 165 million users.

Alida created Alida TXM (Total Experience Management) to fuse the voice of customers and employees with the ability to innovate and deliver extraordinary customer, employee, product, and brand experiences. Iconic brands like Twitter, Toyota, and J. Crew choose Alida, formerly Vision Critical, to build stronger brands, happier workplaces, winning product portfolios, and lasting customer relationships.

Alida recently announced new capabilities for its TXM platform as part of the latest Fall 2021 product release. The TXM visionary foresees new opportunities within customer experience (CX), employee experience (EX), product experience (PX), and brand experience (BX) ecosystems – all these interlinked with each other beyond merely delivering meaningful experiences. These XMs are created using powerful AI-driven capabilities, such as text analytics, NLP and dashboards, providing users with a powerful and feature-rich set of solutions to collect, unlock, and act on customer and employee insights.

Let’s understand how AI and analytics could refine the TXM offerings in the near future.

According to Gartner, the recent COVID-19-induced disruptions have forced a majority of the organizations to switch to contextual data analytics instead of the conventional practice of relying on too much historical data. 70% of the organizations are expected to adopt this style of working with analytics, pushing for AI-driven TXM solutions that are less data-hungry.

In data-intensive industries such as e-commerce, healthcare marketing, media and entertainment, and lifestyle, having an Experience management (XM) platform for each of your departments guarantees you have a competitive advantage in a marketplace where rivals are already doing so much with AI and analytics tools. From a customer’s standpoint, a company is perceived to be successful in meeting expectations that tie in total experience management when they interact with your company, brand, advocates (employees and influencers), and product. With Alida’s TXM, businesses could achieve meaningful results using AI-driven analytics and dashboards that transform ideas into performances through a smart combination of machine and human intelligence, delivered through personalized experiences.

Alida’s Latest DEI Capabilities

In the recent Fall Product Release 2021, Alida introduced a Diversity, Equity, and Inclusion (DE&I) solution that enables organizations to change their DE&I program from an afterthought to a core practice valued across the enterprise.

“Today’s release builds on our market-leading Customer Experience Management (CXM) products and services,” said Riaz Raihan, President of Products & Engineering at Alida.

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Riaz added, “No other platform combines such a powerful and feature-rich set of solutions to collect, unlock, and act on customer and employee insights. With Alida’s DE&I offering, organizations can now truly uncover employee sentiment and manage DE&I programs that have impact.”

Alida’s machine learning algorithm is capable of categorizing the perceptions of customers into taxonomies based on key recurring themes by analyzing external survey data and unstructured data from open-ended survey responses. These help users to design experiences that drive loyalty by identifying drivers of customer sentiment at a granular level (example: service, ambiance, location or product level). Going a step further by tying AI with data analytics, users can then embed the customer insights into decision making through one easy-to-customize and easy-to-share dashboard.

Alida’s TXM platform, therefore, enables enterprise users to:

  • Gain a greater admin control over access permissions of team members;
  • Modify variable field weighting to reflect targeted demographics; and
  • Enrich sentiment analysis by importing external data sets via .csv uploads

Using AI and Analytics capabilities, you can deliver the holistic product, customer, brand, and employee experiences with diverse perspectives from both employees and customers

AI’s additional capabilities allow users to embrace Zero-touch automation & streamlined workflows to close-the-loop on customer feedback. These can be integrated with the existing customer-facing systems like CRMs, ERPs, customer loyalty management systems and so on.

Alida’s next-gen TXM platform enhances customer intelligence, boosts engagement, and improves customer satisfaction and loyalty.

The enhanced platform goes beyond AI and analytics to include powerful third-party API integrations, such as:

  • Salesforce Case Management: to automatically trigger customer surveys on the closure of Salesforce cases to acquire contextual feedback by integrating  with Salesforce Case Management
  • Rybbon integration (Coming Soon):to send track, and manage a myriad of rewards to boost recurring participation in surveys and online studies
  • Salesforce Surveys: to ingest survey responses into the Alida platform, perform text analytics, and visualize insights in customizable dashboards

These robust sets of APIs help stakeholders benefit from the data managed in the Alida platform and collect contextual feedback on customer experiences by triggering an Alida Event Driven Survey in response to specific events such as a bad review, an online purchase or to understand customer effort score post new software purchase.

According to a recent global Alida study, 92% of consumers agree that Customer Experience (CX) is an important factor in their purchase decisions, yet 52% said that CX did not improve or was worse, which is impacting brand loyalty, referrals, and ultimately sales. Additionally, 80% of consumers indicated that they would be highly motivated to do business elsewhere after a bad experience. It’s, therefore, essential for organizations to continuously listen to their customers and act on their needs.

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