Back

Season 2, Episode #7: The Feedback Loop - How companies can create best-in-class customer experiences with Alida

In this episode, Russell sits down with Ross Wainwright, CEO of Alida. The pair discuss why the customer experience needs to be top of mind for every Canadian organization vying to win the marathon for talent and build a loyal customer base.

Derek Dobson and Susan Black headshot “I think the Canadian market is particularly engaged. We're a very digital savvy country, in my opinion. I think, you know, we were the first to accept ATM digital transactions - we're a progressive culture in that way. We're also not apathetic. If we don't like it, we'll tell you. We care. And we want our voice to be heard. And I think other cultures may have a little more apathy. We're progressive, we're motivated, and we care. And you know what? We want our dollar going to something that's going to add value. And if it's not right, we want it fixed. I think our technology really fits well for that Canadian market for that reason." - Ross Wainright

In this episode, Russell sits down with Ross Wainwright, CEO of Alida, a customer experience management and insights platform. The pair discuss why the customer experience needs to be top of mind for every Canadian organization vying to win the marathon for talent and build a loyal customer base. They also dig into the importance of building an exceptional employee culture based on feedback, empowerment, and trust.

After this episode, you’ll learn:

  • Why it’s more important than ever for retailers to build trusted relationships with their clients.
  • How embracing data and acting on feedback enables companies to build and maintain exceptional customer relationships.
  • How Alida helps to close the feedback loop to create best in class customer experiences.
  • How courageous leadership and community building can transform an organization’s culture.
  • Why building ERGs is invaluable to employee culture.

Listen to Ross' episode:

Spotify link
Google Podcasts link
Listen on Apple podcasts

Listen on other streaming platforms, like Podcast Addict.

Biography

Ross Wainwright
CEO
Alida

Ross Wainwright is a seasoned software executive with a proven 30-year record of fast-tracking ideas that will disrupt existing markets. As Alida’s leader, Ross firmly believes in a world where the best business decisions are those made with customers, not for them. He has aligned his global team to help companies uncover and action their customers’ truth to improve experiences and create meaningful relationships. Ross has set Alida on course to realize an aggressive growth agenda that accelerates innovation and provides the utmost value to its customers. Throughout his tenure, Wainwright has led several major business initiatives, including a full company rebrand, expanding its go-to-market strategy and market positioning, implementing several global office expansions, and delivering over 20 new products and 190 enhancements to its Total Experience Management Platform. Before joining Alida in December 2019, Ross was CEO of the Americas region for global networking and services provider Dimension Data/NTT. Prior to that, he spent over 15 years with SAP, where his most recent roles were Chief Customer Officer for the S/4Hana Cloud business unit and Global Head of Financial Services. Ross has been featured in the Globe and Mail, The National Post, on CTV National News, Global News, BNN Bloomberg and named on the list of ‘Top 50 SaaS CEOs of 2022’ by the Software Report.

Subscribe to Contributors

Receive new episodes directly in your inbox and discover key lessons and insights from leaders across Canada.

Subscribe to contributors

New episodes and more