The 2023 Retail Technology Buyers Guides

Alida Promotes Jason Baldree to Chief Customer Officer

Alida (formerly Vision Critical), creator of the world’s first Customer Experience Management (CXM) and insights platform,  announced the promotion of Jason Baldree to Chief Customer Officer and the appointment of Tony Chung as Sr. Vice President of Professional Services and Customer Success.

Baldree joined Alida in 2018 with over 20 years of experience leading customer success and operations teams, where he developed a deep expertise in driving customer value with a focus on empathy to ensure optimal business outcomes for customers. Prior to Alida, Baldree led the customer success and consulting services teams at BMC Software, CA Technologies and Protiviti. As Alida’s Chief Customer Officer, Baldree will lead the global customer success organization, customer support and services businesses.

“Jason has made enormous contributions to Alida during his tenure. He embodies our values and always leads with empathy by putting the customer at the center of our business. He focuses on making decisions with our customers, not for them – Alida’s ultimate goal. Through his leadership, his teams have consistently attained above 90% customer satisfaction ratings (CSAT); an extraordinary feat,” said Ross Wainwright, CEO of Alida. “Equally, I’m thrilled to welcome Tony to Alida. As we focus on driving enterprise value, he brings global software expertise that will support our customers to close the feedback loop with CXM.”

As Alida’s new Sr. Vice President of Professional Services & Customer Success, Tony Chung will lead the company’s consulting services and value realization programs, including the Alida JumpStart Program, to accelerate time to value for customers.

Chung joins Alida with a 16-year track record at SAP Concur, where he built global Professional Services units and led their evolution to cloud services, key in exponentially growing company revenue and customer value realization. In his most recent role, Chung led the Global Services’ strategy to integrate systems, processes and offerings across SAP cloud business units. Through his tenure, Chung has led and developed teams of implementation consultants, services professionals, and support engineers providing 24/7 product support to customers across APAC, EMEA and North America.

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