Product introductions and enhancements show no sign of slowing down in the insights and feedback sector of the CX market ecosystem. This roundup features solutions for accessibility, video insights, automation, community experience, and real-time assistance.

Alida launches Video Discussions

Alida’s Spring 2022 product release includes a new product, Video Discussions, as well as 12 new features for its Alida TXM platform. The Video Discussions product allows companies to perform online interviews and focus groups, leveraging the information to get more in-depth qualitative insights. Customers will have access to auto transcription and also have the ability to save key moments easily. Positive, neutral, and negative sentiment can be teased out from specific statements and video moments. Summaries can be woven together using a highlight reel generator.

“In today’s global climate, it is imperative that organizations use video to deeply understand their customers. With Video Discussions, our clients can gauge customers’ sentiment by connecting with them via online interviews and digital focus groups,” says Riaz Raihan, Alida’s President of Products and Engineering. Other additions to TXM include features focused on survey respondent experience, faster insights, and the ability to discern customer sentiment and context in more languages. According to Dash Research, technologies that can humanize and personalize customer interactions will grow in importance, and there is growing consumer acceptance of audio and video for feedback.

InMoment receives WCAG compliance

InMoment has announced that it is the first experience management company to achieve compliance with Web Content Accessibility Guidelines (WCAG) 2.0 AA, the Americans with Disabilities Act (ADA), and the Accessibility for Ontarians with Disabilities Act (AODA). This compliance means digital content is accessible to a wider range of people with disabilities, including accommodations for blindness and low vision, deafness and hearing impairments, speech disabilities, limited movements and more. The InMoment platform is fully WCAG 2.0 AA compliant in the areas of readability, contrast ratio, scalability, cognitive keyboard operation, and screen reader support.

InMoment customer Allianz, a financial services provider, recently deployed the InMoment solution with WCAG compliance to their customers with disabilities, and also provided Allianz employees with disabilities access to the full reporting and case management product suite. “At Allianz, we work relentlessly to promote Diversity, Equality & Inclusion and foster a culture of respect. As a D&I leader, we are thrilled that InMoment has passed WCAG accessibility testing as their customer feedback solution helps us better understand and respond to our diverse workforce and our equally diverse customer base and address their needs,” says Serge Raffard, Group Strategy, Marketing, Distribution Officer at Allianz.

Momentive’s SurveyMonkey Enterprise integrates with Microsoft Power Automate

Momentive has a new integration with Microsoft Power Automate which helps to decrease manual processes and speed up the feedback loop. Microsoft Power Automate is a cloud-based solution that automates workflows. “Gathering feedback is crucial in a world that’s moving fast. Where many fall short is in connecting experience insights to daily workflows so people can take action,” says Aleks Bass, Vice President of Product Management at Momentive. “We’re excited to expand our collaboration with Microsoft. It’s a big step towards helping organizations, small and large, to understand the needs of their key stakeholders, so they can make decisions swiftly and with confidence.”

SurveyMonkey Enterprise users will be able to create, collaborate, and manage survey-related tasks, all staying within the Microsoft ecosystem. Users will have access to easy to use, low-code, drag-and-drop technology.

Qualtrics offers a solution for local governments

A new solution from Qualtrics aims to help local governments collect and act on resident feedback. “Residents have opinions about the government programs that affect them,” says Sydney Heimbrock, chief industry advisor for government at Qualtrics. “Gathering a wide range of community input and directing resources to the activities that meet real needs helps build a healthy feedback and action loop.” Community Pulse, a 27-item question set, was built by industry experts and XM scientists. It focuses on metrics that give local governments a view into how its residents are feeling about topics such as quality of life, diversity, equity, inclusion and belonging (DEIB), and satisfaction with public services. The pre-configured dashboard offers insights in real time, allowing action to take place more seamlessly.

Service Management Group (SMG) enhances digital experience offering with dynamic assistance

The explosion in digital touchpoints customers use to provide feedback has been both a boon and a challenge for companies. Using integrations from personalization provider Conversity and conversational AI provider Creative Virtual, SMG has enhanced its digital experience offering with dynamic assistance capability. This offering can allow brands to capture unsolicited and solicited feedback along these various touchpoints and engage with customers within the channel they are currently using. AI from Creative Virtual and guided selling from Conversity help determine customer needs at the beginning of the interaction, allowing for real time action to close the loop during that particular touchpoint. “We’re excited to launch an industry-first capability that we believe will have an impact across the industries we serve,” says SMG Vice President of Digital Experience Chris Bosco. “Dynamic assistance was designed to help brands improve digital conversion by providing responsive assistance and real-time problem resolution for customers who experience an issue during their online shopping experience.”