Alida’s TXM platform recognized for leading innovation and best-in-class customer experience
Alida, a leader in Total Experience Management (TXM), announced that it has won two 2021 APPEALIE awards for Overall SaaS and Customer Success.
The annual APPEALIE awards recognize Software as a Service (SaaS) apps that demonstrate excellence through innovation, dedication to constant improvement, and best customer success outcomes.
This year APPEALIE awarded Alida the Overall Saas Award due to receiving a Net Promoter Score (NPS) significantly above the SaaS industry benchmark. Additional award criteria were based on elements including customer responses to APPEALIE’s proprietary survey, UI/UX, recent product improvements, and third party analyst research. In receiving the SaaS Customer Success Award, winners were evaluated based on the ratings of an expert panel of judges from market-leading SaaS organizations. Further investigation into each winner was also conducted to assure they met the APPEALIE standards of excellence.
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“Alida is honored to be recognized with APPEALIE awards for our SaaS platform and our customer success organization,” said Ross Wainwright, CEO of Alida. “We’ve prioritized listening to our clients to build over 120 new enhancements into our Alida TXM platform with the goal of supporting them in better understanding their customers and employees. I’m also incredibly proud of our Customer Success organization. They bring passion and focus to our value-based approach and consistently unleash maximum potential for our customers. Through their hard work, our retention rates and NPS scores have been a real competitive advantage for Alida.”
“Alida’s selection as a SaaS award winner validates our data-driven NPS focus in our selection process. Alida’s strong and rising NPS scores align with their aggressive pace of product improvements implemented over the past 2 years,” commented Matt Harney, Founder of APPEALIE. “Alida was also recognized as a Customer Success Award winner for meeting our judging standard of ‘going above and beyond’ in support of their key entertainment customer.”
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According to a recent 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. Alida has committed to building innovative solutions to help organizations address these very issues. Over the past two years, the Alida Product & Engineering team has delivered 123 new product enhancements to the Alida TXM platform to help companies improve customer, product, employee, and brand experiences. The implementation of a strong customer-centric lens along with Alida’s aggressive innovation agenda has been the key to the company’s growth in customer and business success.
”I am very proud of the recognition that our Customer Success organization has received through this APPEALIE award,” said Jason Baldree, Chief Customer Officer, Alida. “Our Customer Success professionals are dedicated towards delivering value-based engagement with our customers and delivering a world-class experience with our Alida TXM platform.”
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