Alida

Q&A WITH J.CREW: Using Voice Of Customer To Improve Experiences

Alida

We sat down for a virtual fireside chat with Jenny Yi, Sr. Community Insights Manager at J.Crew Group, Inc. to learn their secret to long-standing success in the retail space.

How to Do Really Great Video Research

Alida

Nowadays, more and more people are capturing and sharing their everyday lives through a combination of pictures, short videos, and even full-length vlogs (video blogs). Not to mention the increased usage of Zoom during the pandemic.

2021 166
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Streaming Providers Use Voice of Customer (VoC) Insights to Improve CX

Alida

There’s no doubt about it: The pandemic turned media streaming from a rising star to a consumer staple. Customer Experience Media & Entertainment

2021 189

Data Without Context Is Just Noise: Uncover the Why Behind The What

Alida

Businesses today have become extremely proficient at collecting and gathering data. Afterall, it informs just about every business decision—from identifying gaps in the early stages of the buyer journey to uncovering the biggest pain points for high churn-risk customers.

2021 159

The Ultimate Guide to CX Surveys

Customer feedback is essential if you want your business to thrive – it will give you the direction to improve. Discover best practices, how to formulate a great survey, and the best customer experience survey questions to ask, all with examples!

How L&Q improves customer experience by listening to diverse voices

Alida

Over the last 16 years, the barriers to change between competitors have decreased due to the rapid digitalisation of companies. With competitors being only one click away, having competitive pricing and high-end product quality is no longer enough.

2021 206

Fall ‘21 Product Release—Deeper AI, Analytics, and CXM Integrations

Alida

Today, we’re thrilled to announce our Fall 2021 product release. Alida brings new capabilities in customer experience (CX), employee experience (EX), product experience (PX), and brand experience (BX).

2021 174

Customer Experience for Insurance Providers Requires a Human Touch

Alida

Eighty-five percent of insurers are deploying customer experience (CX) initiatives throughout the customer journey, according to an IBM study. Yet, 42% don’t fully trust their insurer. So, why aren’t current CX efforts building trust?

10 Tips for Building a Successful Insight Community

Alida

How would you describe a digital insight community and its value to your organization? At Alida, we define a digital insight community as a customer engagement platform you can use to uncover agile, actionable insights from the right people at the right time—at scale. And how do we know?

2021 191

Your Customers Don’t Feel Heard

Alida

The pandemic has sparked immense change in consumer behaviour trends and so it should come as no surprise that consumer needs and desires have also shifted. But have brands adapted alongside their customer base? According to over 5,000 global consumers, clearly not enough. Customer Experience

2021 170

Developing Agent Empathy Through Emotional Intelligence

Speaker: Dave Seaton CCXP, Founder & Principal at Seaton CX

Practicing empathy is a foundation of good customer service and improves customer satisfaction. How do contact center leaders assess, manage, and coach agents to show empathy? Take away exercises and job aids to improve empathy skills starting today.

What Is Total Experience Management & Why Does Your Business Need It?

Alida

CX is your competitive weapon, but your competitors know this too. The experiences you deliver will have the biggest impact on attracting and retaining customers—more than price or product.

2021 207

Alida Summer ‘21 Release Provides Richer Insights to Elevate CX

Alida

Summer is here, and the Alida team has been hard at work to deliver our third quarterly product release of the year—and it’s a big one! Customer Experience

2021 207

Integrating CX Can Potentially Increase Your Profit by the Millions

Alida

It is a widely accepted fact that a happy customer is a returning customer. Someone who has enjoyed your service (in-store or online), product, and price are more likely to buy from you again and more importantly recommend you to their friends and family.

2021 199

The Ugly Truth: Surveys Alone Aren’t Enough

Alida

Surveys have long been the backbone of getting to know customers. They’ve been seen as a relatively easy and inexpensive way of collecting feedback—and for the most part, they are. But the ugly truth is, sometimes traditional surveys can be long—and let's be honest—boring.

2021 185

Driving Business Value with Contact Center and UC Integration

With the growth of hybrid work models and work from home, one thing is more important than ever: integration. But, how are companies leveraging it - both technically and operationally? In this whitepaper, you’ll get in-depth insight into how companies are utilizing integrated platforms in their day-to-day operations, and which success metrics they are measuring. Download your copy now to discover how companies are future-proofing their contact centers as they adapt to remote and hybrid workforces.

How to Embrace Changing Customer Behaviors & Drive Retail Growth

Alida

While you’ve been focusing on driving sales, rising above competitors, and keeping up with market volatility, you’ve missed something significant: A lot of unknown buyers—or potential buyers—have been coming and going on your digital properties. Customer Experience Retail

Retail 202

Customer Lifetime Value: The Most Important Metric Everyone Overlooks

Alida

Customer lifetime value (CLV) is not a new concept. It’s the total worth of a customer over the entire duration of their relationship with your business, from first to final purchase. Customer Experience

2021 202

How to Use Customer Insight to Drive Business Growth

Alida

In a landscape full of disruption, growing your business could take a backseat to hedging your risks. New competitors can sprout when you least expect it, and choosing a growth strategy that fits your business model can be risky. At the same time, there are several strategies you can follow to grow your business, even when disruption abounds. But before you can grow, you need to keep a pulse on your customers.

2018 327

Why You Should Use Dashboards for Community & Market Research Programs

Alida

As a result of data overload, dashboards have long been a commonly used data visualization tool for business intelligence and data teams.

2021 150

2021 CX Trends Report

In this e-book, you’ll discover the origins of CX, the evolution into an actionable tool for customer feedback, and where the future of CX is moving towards.

How Employee Engagement Helps Drive Customer Experience

Alida

An engaged workforce is the key to a better customer experience (CX). When you have highly engaged employees behind your business, research shows you’ll outperform the competition by nearly 150%. Plus, you’ll likely see 10% higher customer satisfaction metrics.

2021 130

How Alida Stands Out in a Crowded Customer Feedback Management Market

Alida

As genuine connection between customers and brands becomes increasingly more important, more and more companies are turning to customer experience (CX). After the ups and downs of 2020, CX is a hot topic—and you can tell by how crowded the market is.

2021 166

The Top Alida Innovations of 2020

Alida

At the beginning of 2020, Vision Critical made the strategic decision, guided by new leadership , to continue to help brands deeply understand their customers AND make it easier for them to manage the end-to-end customer experience.

2020 198

Customer Experience ROI: A Framework for Measuring CX Success

Alida

Honoring the principle “customers as assets” connects volume and value to customer experience ROI and growth. Customer Experience

ROI 130

AI-Enabled Agent Quality Assessments Optimize Contact Center Performance

Quality Assurance is a major challenge for contact centers today. With up to 95% of customer interactions going unreviewed, many organizations are relying on a small sample of data to coach and evaluate their agents. AI-enabled agent quality assessments transcribe and analyze almost all agent-customer interaction recordings, leading to more comprehensive, consistent and unbiased agent evaluations and MUCH better CX. Find out how by downloading the whitepaper today!

How Employee Engagement Drives Change and Boosts Revenue

Alida

To say employee engagement has fallen to the back burner for a lot of organizations is an understatement. Customer Experience Employee Experience

2021 130

Are Your Research Activities Hurting the Customer Experience?

Alida

It shouldn’t be a surprise that customer experience (CX) is now a focus for many companies. According to Forrester, a small improvement in CX translates to millions of dollars in additional revenue per year. In many industries, CX is the competitive advantage that differentiates winners from losers.

2021 130

How the Design Thinking Process Improves Innovation & Customer Experience

Alida

An increasing number of companies are transforming product development by embracing a design method that puts the customer first.

2021 130

CX Trends: Shifts in Consumer Habits & Expectations

Alida

Over the last year, you probably heard the question “So how are you adapting to the new normal ?” quite a few times. It is a reflection on how the global pandemic has, in some cases, fundamentally changed our everyday lives.

Optimizing Your Customer Journey In 2021

You know it’s important to optimize your customer journey, but you’re not sure which part of that journey to focus on. Customer interactions across multiple touchpoints mean it can be tricky to isolate a specific part that’s going to deliver the best results for you - and your customers. Creating a strong customer experience is now one of the most important priorities businesses focus on. Don’t be left behind. Time to take a customer first approach & start looking at strategies you can implement to optimize your customer journey. Download the guide today!

5 Steps to Building a Seamless Customer Experience

Alida

A seamless customer experience gets delivered when you answer the questions your customer is asking. It’s as simple as that. Getting there, however, takes a lot of work. Customer Experience

2021 130

Quick Player Insights: PA Lottery Insiders

Alida

In July 2017, the Pennsylvania Lottery launched the Pennsylvania Lottery Insiders online research community powered by Alida (formerly Vision Critical).

2021 130

SWAGGER Magazine: Standing out in a Sea of Content

Alida

(Part 1 of 4). SWAGGER Magazine is North America's leading, digital-first, modern men's luxury lifestyle magazine. They help build their readers' confidence by providing them a pulse on the latest trends in fashion, grooming, entertainment, travel, culture, automotive, and more.

Best Practices for Financial Services Surveys during COVID-19

Alida

Amidst the global COVID-19 crisis, financial organizations big and small are struggling to keep up with changing circumstances and are preparing for what comes next.

Remote Agents and Digital Transformation

Remote agents are the new reality. Happier agents mean a better customer experience and improved CSAT/NPS scores. This new normal brings new challenges for contact centers. Find out what you need to do for your organization to excel. This eBook includes checklists for developing agent empathy and business continuity plans.