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.
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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.