2026 Product Roadmap Webinar

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Good morning, everyone. We’re just getting settled here. Bo is getting the deck ready, and we should be getting started here shortly. So just give us 2 s and we’ll get ready to rock and roll.

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Hey, Bill. As promised, Bo is here.

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Hi, Ryan. Good morning, you guys. Sorry, little bit of a technical challenge here to to work through. But I I think we’ve got it. We’re going to be in good shape.

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Um… Thanks for bearing with me.

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It wouldn’t be, you know, a webinar if we didn’t have some sort of a technical issue, right?

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I’m just glad it happened at the beginning.

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That’s right, I mean, and I’m not gonna lie, I was moving a little slowly, because I was nervous that I was going to push a button and kick everyone out. So it doesn’t look like that happened. It looks like we’re all together, uh, you know, we’ve got people hopping and joining us. This is gonna be great.

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Let me just… get my view all settled, and we will get cracking, because Ryan, we’ve got a lot of great stuff to cover today.

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We do. I’m pumped. It’s gonna be really good.

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Yeah, for sure. Okay, I think technical difficulties out of the way. Let’s get to it.

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Perfect.

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Uh, so, uh, quick introductions. I’m Bo Bandy. I’m the CMO here at Alchemer. Joining me today is Ryan Tamanja, who is our Chief Customer Officer. And Ryan, not only does he live in the world of our customers, working with them in customer success and support.

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But he also oversees our product organization. So he is the perfect person to have on today’s webinar to really take us through the ins and outs of our 2026 roadmap. And we are going to get right to that.

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The housekeeping 1st we are recording today’s webinar. We will send you all a copy.

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afterward today or tomorrow, um, because I’m sure you’re going to hear things you’re going to want to play again or to share with colleagues. We are going to take questions today. We may pull a few in as we go, but definitely try to get to them at the end of the session as well. You can ask those in the Q&A tab.

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And again, we’ll get to them at the end of today’s session. We’ve also got some polls today, Ryan, where we’re going to ask folks if they want more info. So hopefully we’ll answer questions and share some things people are going to be excited to hear.

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Uh, quick agenda, we’re going to cover some 2025 highlights. I know we promised the 26 roadmap, but… We launched some really cool stuff last year and had some exciting things going on, and I’m not sure all of our customers know about it. So we’ll spend a little bit of time recapping and talking about market trends, because those are shaping the 26 roadmap, and then we’ll get into the the details of the roadmap. Sound good?

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Perfect.

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Uh, with that, uh, I, you know, I just said we had some exciting stuff in 2025. I think, uh, for me, the highlight was definitely, uh.

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Acquiring chat meter and all of their capabilities. Do you want to cover that for a second for folks that may not have heard that news?

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Absolutely. So, yeah, if you haven’t heard late in Q. 4 of last year we acquired chat meter, which is an unbelievable product, unbelievable company. They are such a great fit for us. Just as an organization. Customer overlap, you know, people, culture. It’s been it’s been phenomenal getting to know their teams and bringing them into the alchemer story.

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But really, what we purchased our chat meter for was to bring in what we consider indirect feedback. So all of the feedback that’s coming from your customers and your ratings and review sites, your social channels.

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And them being an AI-native platform as well, thinking about like how we help our customers be able to see a complete view 360 of how their customers are talking about them, whether it’s through our survey platform and first party direct through third-party information has made our product and platform much, much more powerful, so we can’t be more excited to have Chadmir part of our business, and.

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You’ll see a bunch of it throughout the course of our webinar today.

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uh, you know, I think, Ryan, the thing I love the most as a marketer is it really gives us another piece of authentic feedback right? So you know, we’ve been capturing what our customers want and their thoughts, but always through, you know, survey, through digital apps, through websites.

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But now being able to go and see what people say about us out in review sites is just so powerful, because sometimes, I mean, we both know customers say something different in those review sites than they do in our surveys. So so excited to see what this is going to unlock for our customers.

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Uh… The acquisition of ChatMeter and all of their capabilities also changes the way we talk about kind of now the platform because it’s bigger. So if you’ve been an Alchemer customer for a while, you’ve probably seen an image similar to this where we talk about our platform in what we call pillars.

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Um, with the addition of Chat Meter, we now have four pillars. So we think about the products and grouping our products around pillars that sort of solve problems, right, for our customers. So the idea behind Compass is that it’s going to help you improve your local visibility. It brings customers.

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You know, to your front door, whether that’s a virtual front door or a physical location. And so within that, we have our listings product and local pages. Collect expanded with chat meter, as I mentioned. So collect is all about how you’re collecting your customer’s feedback, both directly and indirectly through surveys, through digital channels, through reviews, through social media, and through our research.

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solutions program. Ryan, I know you and I both love our connect pillars. So this is all about how we help customers connect the feedback that they’re collecting back into their business through integrations and automations.

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Did I hear, Ryan, that your team’s releasing a new integration almost weekly?

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Yeah, it’s getting that fast right now. So we’re really excited about our ability to. I mean, I keep challenging our Cro. To to sell sell a new deal with an integration we don’t have, and us not have it before they before they’re ready for onboarding. So we really optimized how we can bring integrations to market.

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Amazing. Amazing. I know we’re going to share some specifics on that in a few slides, so looking forward to that. And then finally, our clarity pillar. So this is all about how we help our customers understand what all that feedback means, what you should do with it, how to make it actionable, what the next step should be. And we’re going to spend quite a bit of time, I think, talking about dashboard reporting, and of course AI insights.

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So with that, I think, Ryan, let’s talk more about 2025 and some of the things that we brought to customers last year. Um… I’m gonna let you get into the, like, real details of it, but first, I kind of want to brag about a few things. Last year, and I think it. Well, maybe I’ll pause and say, this is really relevant to what we’re about to talk about right? So like we don’t develop our roadmap.

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sort of in a vacuum, right? I know you’re not sitting around with the product team going, ooh, you know what would be fun? Like, let’s build this thing. Like, it is really, really driven by what our customers want and need. Last year we surveyed more than 20 or had responses from more than 2400 customers on what they’d like to see.

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Um, between the product team, the product marketing team, uh, more than 70 interviews last year to understand what customers are looking for, how they’re using the platform, what they’d like more or less of. That turned into.

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80 product releases and 130 enhancements and bug fixes, which is just amazing, right? I mean, there’s… that’s… a ton of development happening to make the platform better and more robust.

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And I think this last section is my favorite. Our customer support like the things your organization is doing truly like second to none, right? So 93% of cases are responded to in less than 2 h. So they get that ticket, and man, they are working it.

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The next one, I think, is astonishing. The average call wait time is less than 2 min. I think my favorite thing from the year this year so far was when we had customers together at our company kickoff, and somebody asked them about.

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Calling support, and the wait time, and she goes, oh, there’s a wait time? I think, you know, the things your team is doing there to make sure our customers, um, can get answers, can, you know, unlock a challenge, whatever they’re needing, I think is just, uh.

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tremendous. And it’s, you know, it’s what makes Alchemer special, I think. Um, anything you want to add?

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Now, like I said, I think we’re always looking for more customers to participate in how we engage with products. So if you’re interested, you know, reach out to your CSM. Send me a note, and then again, I’m always very proud of our our CS teams from our CSMS to our onboarding team services and our our customer support team. It’s been really fun to build an organization that.

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represents the type of support that you… that I personally would want to engage with. And so we constantly challenge ourselves to make sure that our team is equipped with the right information at the right time to solve the problems that you’re looking to to achieve. Because we know that time is important, and we’ll keep.

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continue to invest in in how we support our customers.

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For sure. Um, we actually have a question that I’m going to hit since we’re on this slide. We have a question on how do I find out about new releases, which is a really great question, because, as you can imagine, with 80 plus releases this year, there’s always a lot going on. I think the first thing is, you know.

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my team within marketing, we try really hard to make sure we’re emailing customers regularly. So we have monthly newsletters. We do webinars on a lot of our big releases. So keep an eye on your inbox. Watch for emails from Alchemer, because.

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We’re probably sharing some great news on product updates or ways to use the product more effectively. Ryan, you mentioned talking to the CSM team, right? So every Alchemer customer has access to a CSM. And so take advantage of that, you know, have your regular calls with them, engage with your CSM because they can share with you what.

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What’s recently been released and what’s coming. So some really, you know.

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Great ways to stay in touch with what we have going on.

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Ryan, let’s talk about some of those product releases from last year.

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Give us some highlights.

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Yeah, we’ll double click into 3 big ones, but just some quick highlights off this slide. You mentioned our integration capability. We launched 185 new integrations in 2025.

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Um, you know, we, we launched multi-targeted interactions within our digital products, so now you can manage your interactions across multiple apps, across iOS and Android, across multiple geographies all at the same time. So it really simplifies how you think about how you target those feedback interactions across all of your digital experiences.

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Um, and then finally, I think the other thing I would add is, again, just adding ChatMeter to our, to our repertoire has been hugely valuable and we’re already seeing a lot of traction within our customers, uh, on how they can start leveraging those type of capabilities alongside the survey capabilities.

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If we move to the next slide.

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Yeah, let’s I mentioned integrations earlier. So let’s talk about integrations and automations and what was new 25.

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Yeah. So again, I said 185 new integrations. So about, you know, one every 2 weeks. Last year we’ve been able to accelerate that a little bit more. And and the way that we approach integrations here is that we look at the types of systems that you’re integrating with and that run your business. And then we build them mostly from a use case based perspective.

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And what’s been great about it is every time we build a new integration, we productize it and release it to all of our customers. And so, all of our customers who have access to our Connect product have access to all of our integrations and can leverage them out of the box. It doesn’t require.

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A ton of IT support, you don’t need developers on your side. You can just open up the product, get into it, and start to integrate the data and use it across your business, where you start to manage and work those customer engagements across your teams.

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Love that. Let’s… The kind of next highlights around reputation management, and I know integrations are a part of this story too.

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Yeah, it is. And again, I think… you know, connecting to the world is really important in the way that the universe is pushing forward into. But, you know, what we added from a chat meter perspective into reputation is delivery reviews. So, so much of our world works on Grubhub and Uber Eats and DoorDash, and those reviews are just as important as what they’re saying directly, whether you’re.

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you know, dining in a restaurant or ordering out, right? You need to have both of those perspectives. And so we strengthened our brand reputation by adding, you know, multiple delivery integrations as well.

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Love that. I mean, it is such a connected world, right?

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This is a big one for us dashboard.

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It is. This is a product we’ve been working on for a long time, and it’s out in the wild now, and we’re really excited to see how quickly our customers are adopting it, and it goes so much more beyond just reporting, right? It’s this is a a dashboarding capability that stretches from someone who’s building their first dashboard to someone who is a data scientist. It’s got capabilities within a product.

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that span what you need at the moment. And what I’m really excited about is the AI capabilities that we’ve built into this product with our advanced dashboard concept are making it so much easier to get after all the data that you’ve collected over the entire history of your.

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relationship with Alker. And what I think is so amazing is tools like this, what we hope and what we’re seeing in the market is that, again, you could… you don’t have to be so specific anymore. You can start to think about all of your data as the asset, and let the tools, and let the AI and the power of.

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These products really help you understand like down to the next 5, 10, 15, 20 things that are really impacting your customers by region, by channel, by location. And we’re going to continue to invest behind this product because it’s such an important way for our customers to understand how their customers are evolving.

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through feedback about their products, brands, and services.

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I mean, I think dashboard is such an unlock for our customers that.

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uh, maybe don’t have a BI team, or even if they have a BI team, I mean, we… we have analysts here. I can’t get time in that roadmap, right? Like, they have such a long list of other things they’re doing. Like, I think this is such an unlock for our customers that want to have more analysis, more insights to better understand.

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their responses, um, or… and what their customers are saying. I think… Can’t wait to see what everyone does with it.

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Pulse AI.

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Yeah. So again, within the Clarity product that we acquired through chat meter. Pulse AI in general is an amazing tool within chat meter, right? It’s it’s how do you again the same way that dashboards help you see what’s happening across your feedback. Pulse AI helps you see in depth and and provide it.

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Awesome recommendations about what’s happening at literally a location level with feedback. And and it’s so powerful. But what we’ve launched this year as a part or last year as part of this is competitive intelligence, which now allows you to look at ratings and reviews of your competitive locations.

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against your ratings and reviews, so you can start to benchmark the experience that’s happening in market, and start to generate operational improvements. You can start to generate content from a marketing perspective so that you understand what is winning versus what your customers are winning, or vice versa.

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And you can start to use those through social media posts and kind of direct marketing. So it’s a really amazing tool that allows you to see where you stand against your people in market and how can you leverage what you’re doing well and then understand what your competitors are doing well and how do you improve those areas of your business and then communicate that to your customers as well.

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I mean, I mentioned, I think, review data and feedback is super powerful. And this like takes it to another level right? When I can just at.

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at my fingertips, see where we’re doing great and our competitors, uh, are not. Like, from a marketer, I want to lean in on that, and I want to shout it from the rooftops, like, look at what we have. Um, and I think that insight, right, is super powerful, um, and gonna be a real unlock.

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Yeah.

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Okay, Ryan, before we go any further, we clearly have customers that are excited about these things. I’m going to launch a quick poll because people are asking, how do I? How do I get dashboard? How do I turn on the next integration?

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Throwing up a poll, if you want more information about any of the highlights Ryan just covered, take the poll and let us know. We’ll have your CSM reach out for information. The marketing team will send you information. We want to make sure you guys.

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get insight on everything you’re curious about. So I’ll leave that up for for just another minute. No surprise, Ryan, like Dashboard is leading right now. Everybody wants more information on dashboard and how to like.

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unlock those insights from their customer feedback. All right. I’m gonna. We’re gonna… I’m gonna leave that up for another second. But we’ll move to the next section. Let’s talk about market trends. So you know we we spent a second talking about all the ways we shape our roadmap right with those customer interviews.

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Uh, with surveys, with, you know, looking at support cases, etc.

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But one of the other things that, you know, I know we talk a lot about and think about is what’s going on in the market, right? Like, how is the landscape shifting? And how does that… kind of change what we bring. Platform consolidation is certainly a big one, right? And I know this is happening at a lot of different levels. We’re seeing consolidation among, uh.

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CX vendors that provide a full, you know, suite of products, but we’re also seeing consolidation at kind of the point solution level, where now different tools are coming together. Sometimes just merging. Sometimes they’re unlocking and combining functionality, but a lot of.

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movement in sort of that in the technology and platform space. I think for our customers and people out in the market shopping for tools. It certainly gives them opportunity to like, you know, be a best pick a best and sweet solution. I think.

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We… this is where Chat Meter came into play for us, right? We wanted to make sure we could bring our customers and their customers like a really robust platform. And so this was certainly a trend that drove the roadmap for us last year and will this year.

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I think we’re going to talk a lot about AI coming up, but I think purpose-built AI versus generic AI. I mean, you can’t go out the front door or turn on the radio and not hear about AI. And there’s different flavors of that.

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you know, I think we are really focused on purpose-built AI because we want to make sure we’re solving the the specific problems and challenges that our customers have as they, you know, collect feedback from their customers and making sure it’s actionable. We see feedback.

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Uh, people moving from feedback to intelligence, right? So, um, this is going beyond, let’s just collect the feedback, right? This is how do I tie it into my business? How do I eliminate silos about what it means? But ultimately, how do we move from just collecting feedback, but.

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into, uh, you know, intelligence, really understanding, right? So you mentioned with Pulse AI, the competitive angle of that with dashboard unlocking insights, but I think that has been a big trend for us.

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And then I mean, pressure to demonstrate ROI, right? Like there is such a challenge for every I think every one of our customers, regardless of their industry, to make sure they’re proving the value of their feedback programs, whether that’s coming from just.

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budget pressure or, you know, the business wanting to understand what’s going on. There’s a lot of pressure there. Ryan, tell me of these, which really stands, like, what’s popping out to you today on… in terms of these trends?

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Mm-hmm.

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Oh, it’s hard to pick one. I… because I think it’s all part of the story, right? It’s all part about the evolution of our our industry. You know, we’re seeing consolidation at the player level, right? Like we acquired chat meter, you know, Pg. Forrest was acquired by Qualtrics. There’s a lot of movement in our space towards building.

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These large platforms that have all the capabilities that our customers need. But again, I think it’s the mission. And I think, you know, when I started here at Alker seven years ago, it was about, how do I collect feedback more and more feedback? And then we kind of shifted towards making that easier because you could start to listen to all the channels where your customers are talking about your.

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your products, brands, and services, and leveraging AI, right? Like, I think you can always take something and jam it and ChatGPT, but it’s not purpose built for our industry, right? It’s not built for the way that our customers talk about us. And so having these purpose-built AI tools that help you go after and understand this data.

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Makes that feedback to intelligence loop so much faster, because now, you know, collection is actually just the fuel for the fire. And the fire is is figuring out how we get better insights faster, and how do we put them into play, and how do we respond to our customers? And so these purpose-built AI solutions that we’re bringing to market, for example.

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help you go accelerate and understand how you put all this information to play within your business from an improvement perspective, which then, again, I think the pressure to demonstrate ROI, that’s always going to be there. It’s been there for years, and it’s going to continue to see more and more pressure.

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But this gives us the ability to really push forward and drive what ROI means in terms of improving our customers’ experience through what they’re telling us to go do.

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For sure.

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makes you a great partner with your FP&A team. That’s, like, my main goal is if your FP&A team thinks you’re awesome, then we’re doing the right thing.

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Uh, we actually have a great webinar on that topic and how to present your CX program to your CFO. I put up another poll, Ryan, like we’re looking at these trends. I’m wondering for our customers, which trend is impacting them the most, right? Because I think.

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Um, you know, to your point, pressure to demonstrate ROI is sort of always there, but I think a different kind of points in time, it’s more intense than others. And it… So far, it seems like for our audience today, we kind of got a pretty even mix.

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Roi and AI tools certainly, you know, coming up here a lot.

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We’ll give folks another minute or 2 to see what they say.

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AI is is slowly moving to be our front runner, which is timely because our next section is is actually on AI. I mean, I joking, not joking, said you can’t really leave the house today without hearing about AI, right? Like.

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In all different facets of our world. And that’s no different at Alchemar, right? Ryan, you and I can attest, like, we are talking about AI in all different ways, um… So I thought when we, you know, talked about what are we going to put together for this webinar, let’s spend a minute taking our customers through, like, what is our AI philosophy, right? You and I mentioned it a bit on the trend slide, but talk a little bit more about that.

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Yeah. Well, I think, again, purpose built is the is the mission, right? We we need to build product that solves a problem. And if AI is a component of it, fantastic. And that AI is going to drive a couple of capabilities that matter, right? It’s going to speed things up.

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It’s gonna unlock the insights and actions that were previously impossible, right? I was actually up this morning playing Legos with my 2 young sons, and my older son likes to sort Legos based on size, like the size of the pieces, and then my youngest son does it by colors. And so everybody’s got different ways of organizing and thinking about their data, and what.

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these kind of tools do is give you an easier path to kind of normalizing the sort, but going way, way deeper faster. And then, finally, I think, moving from, you know, reactive listening to proactive experience by design. Right? So you can start to think about how do we go deploy AI to respond to our customers faster.

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Make changes on local pages when we need to, right? Do the right things at the right time with the team that you have without having to add resource capability on the back end of it.

00:29:08.000 –> 00:29:24.000
And I think the other thing that we always think about, too, is, you know, one of the things that people love about Alker are kind of our design capabilities, right? We’re easy to use. We’re super powerful. We’re extensible, we’re safe and secure. You know, all the things that we think about whenever we release any kind of product.

00:29:24.000 –> 00:29:37.000
We apply to these capabilities, too, because we need to make all these tools accessible to our entire customer base, whether you’re, you know, using AI for the first time, or you’re a seasoned professional. You know, we gotta be able to.

00:29:37.000 –> 00:29:47.000
deploy these types of tools in a way that is easily adoptable, and again, it’s aimed at a problem that all of our customers are facing.

00:29:47.000 –> 00:30:02.000
Love that. Let’s talk about how we put that into practice last year, and the I don’t know the the AI capabilities that we’ve already made available to our customers. Give us the highlights here.

00:30:02.000 –> 00:30:19.000
Yeah, so I’ll cover, um, reputation, and then our survey and digital capabilities. But within reputation, you know, people post a lot on the Internet, right? And a lot of different places. And you know, we have the capability now to generate on brand reviews. So on your brand standards.

00:30:19.000 –> 00:30:27.000
responses almost instantly, and so your customers can feel like they’re listening to you. You’re listening to them, and you’re responding to them in near real time.

00:30:27.000 –> 00:30:50.000
Um, same for social media management. We can now create and create social content that allows you to go push that data back out to your markets. We talked about competitive intelligence as one of the great product releases last year. You can use that to now generate your social media posting and you can start to post in market when things are working really, really well and drive more traffic into your locations.

00:30:50.000 –> 00:31:07.000
Pulse AI again, so much depth of this product. You can ask questions of your data, and all of a sudden all of these insights start to come up. And what I love about Pulse AI and our advanced dashboard capabilities is both of those products help you understand what to ask next. So they’re actually looking at the context of.

00:31:07.000 –> 00:31:15.000
your data, and then helping propose what you should be thinking about next, and kind of inspiring the curiosity that I think these tools can do so well at.

00:31:15.000 –> 00:31:31.000
Um, and then we talked about competitive intelligence. How do you get benchmarked against your local competitors and understand what’s working and not working? And then how do you pivot from an operational perspective, as well as marketing, so that you can start to attract and retain more customers?

00:31:31.000 –> 00:31:46.000
on the survey side and digital side. We’ve automated survey question follow up. So let’s say somebody asks a question. You ask a question, you know, what do you like about us? And they say, I really like how easy it is to talk to your customer support team.

00:31:46.000 –> 00:32:02.000
You know, we now have a capability that will understand the context of the question and the answer, and then prompt the respondent to say, great, you… I’m so glad you love customer support. Can you tell us some more about what about customer support that you like? And so in the moment, you can start to get more context from that customer.

00:32:02.000 –> 00:32:12.000
When they’re sharing positive and negative feedback about something in more of a generic sense, you can get more specific very quickly in the same context and metaphor of the survey.

00:32:12.000 –> 00:32:31.000
Our Pulse product continues to be hugely valuable. I’ve been so excited to see how much it’s been adopted over the last almost 2 years since we launched it. And we’ve now moved from just doing sophisticated theming that’s easy to understand to organizing and to clear priorities.

00:32:31.000 –> 00:32:47.000
To being able to share those insights across these teams, leveraging, you know, AI to understand what’s going on with the different trends over time. We’re going to continue to invest in our Pulse product and make it more and more valuable based on what our customers are asking us every day.

00:32:47.000 –> 00:33:02.000
And then finally, I mentioned advanced dashboards earlier, but this is really where, within the dashboard concept, you can engage with your data. I was showing our board and and a couple customers this week our new spark capability where, again, purpose built right? It understands the concept.

00:33:02.000 –> 00:33:24.000
and context of the data that we’re collecting. So you could just start with some simple prompt, as simple as, tell me about this survey, and it’s going to read all of the data in the survey. It’s going to understand why you sent this survey out, what’s the purpose of it, what are the questions asking, what’s the demographic data that you’re collecting as a part of it? And then it’s going to do some light trend analysis and some different.

00:33:24.000 –> 00:33:42.000
kind of variance analysis and help prompt you to go, you should… you might want to look at this because something is emerging, and then you can just sit there and keep asking questions and really fuel that curiosity and build dashboards on the back end of it. So every time you ask a question, it can build the chart type, you can push it into a dashboard, ask the next question.

00:33:42.000 –> 00:33:49.000
builds an X chart, push it to a dashboard, and so you can start to build these purpose-built dashboards that really specifically target the prompts you’re looking to solve.

00:33:49.000 –> 00:34:05.000
Ryan, just like in the last highlight section, we’re getting questions on this is amazing, like, how do I get this? So same kind of question here. If you’re interested and you want more content on any of these AI capabilities.

00:34:05.000 –> 00:34:19.000
Please answer the poll so that we can follow up and get you more details on some of these specific areas. We’ll work with your CSMs to make sure that they’re aware that you want to know more about the capability.

00:34:19.000 –> 00:34:20.000
Yeah.

00:34:20.000 –> 00:34:30.000
And Ryan, I will just say, like, I too am a big fan of our Ask Spark capability and just how easy it makes.

00:34:30.000 –> 00:34:45.000
building a dashboard, and then getting deep into it. All right, while folks kind of finish telling us what they want to learn more about or where they need more information. Let’s talk about what’s coming for AI in 2026.

00:34:45.000 –> 00:34:54.000
Um, because, you know, we’re certainly not done with all the great things that are going to be AI driven.

00:34:54.000 –> 00:35:14.000
Awesome. Well, I think 1st is again review autoresponder. We’re going to continue to make it easier to respond to social media posts and ratings and reviews in a way where you can actually set up an agent to understand when you want the agent to respond, and it will just go in and start to respond to your customers and take the manual work out of that process at scale.

00:35:14.000 –> 00:35:19.000
So again, a huge workforce multiplier within our reputation and social product.

00:35:19.000 –> 00:35:37.000
Pulse light. So again, our pulse product it can is an unbelievable product in terms of how deep it can go in terms of understanding sentiment analysis around open text. But we’ve been asked for, can I get something that I can start with as I start to build my program, or.

00:35:37.000 –> 00:35:52.000
I’ve got smaller response surveys that I just need some light pulse, uh, like theming. And so we’re going to launch something to that nature here early this year. We’ll continue to add capabilities within our pulse products so that you can see those themes at scale.

00:35:52.000 –> 00:36:12.000
to get more insights and share and organize those actions back to the organization. Really exciting around Geo monitoring. We’ll talk about it a little bit later, but again, I think is the, again, more Bose world than mine, but as the world shifts from SEO to GEO, you know, we’re building tools that are going to release tools this year, they’re going to help you optimize your GEO search.

00:36:12.000 –> 00:36:21.000
and help you understand where you are within that process, and start to give you direct actions that can improve your GEO search capabilities.

00:36:21.000 –> 00:36:35.000
And I think this is the places where we’re really starting to accelerate. So how do we start to build agentic AI workflows across our products? So again, we talked about review autoresponder. That’s an agentic model. How do we start to get to the place where, you know, we can start.

00:36:35.000 –> 00:36:52.000
presenting survey bills based on project briefs and the data you’re asking, how do we help use Agentic to start managing your surveys as they are in field, and are you getting the right respondents responding by quota, or the right response rates that you’re looking for? And so we’re going to push up.

00:36:52.000 –> 00:37:10.000
into the agentic world. And again, I think this is a place where, you know, you can really leverage Alchemer as a workforce multiplier because of the tools that we’re putting in the back are taking away some of the heavy lifts that used to exist, so your teams can focus on insights to action and really drive the ROI from your CX programs.

00:37:10.000 –> 00:37:26.000
And then finally, from a dashboard enhancement perspective, we’re going to continue. We’ll talk more about it. But easier access within more data sets across all the products that you’re using and starting to trend towards, you know, content development on the back end of the data that’s coming out.

00:37:26.000 –> 00:37:43.000
Again, lots and lots of really exciting things that we’ll deep dive here in a little bit, but it’s AI is a huge focus for us. And again, we couldn’t do it without all of our customers. We really appreciate everybody participating in our studies over the last, you know, 12 to 18 months in terms of the direction.

00:37:43.000 –> 00:37:52.000
You’d like us to take in this as well. And so, as we continue to move forward, please provide that feedback to us, because it really does help shape how we think about what AI can do for your teams.

00:37:52.000 –> 00:38:07.000
Ryan, I’m going to double down on that for a second. So at the end of the webinar there’s a QR code to go to our post event survey. There’s also, I think it’ll should pop up automatically.

00:38:07.000 –> 00:38:31.000
If you are interested in giving us feedback in, you know, interviews, if you want to do user testing with us, please take the survey and tell us that in the survey so we can follow up with you, because to Ryan’s point, like we want to hear about customers and how you’re using it. We actually have a question where somebody’s asking a pretty about their use case.

00:38:31.000 –> 00:38:52.000
Um, you know, I think Ryan, last I checked, we have over 9,000 customers across 50 industries, and every one of you use the product differently. I mean, we’re talking about surveys and customer experience and getting customer feedback, but we also have customers that use the platform in program measurement.

00:38:52.000 –> 00:39:07.000
Uh, and to collect product feedback in a digital experience format. We have employees that use it, or customers that use it for employee engagement. So as Ryan goes through the roadmap, which we’re coming to next.

00:39:07.000 –> 00:39:29.000
Um, please, like, share your feedback afterward. Uh, our language today may not match your specific use case, but your CSM will understand how these features are going to benefit you and your specific use case. So again, tell us in that post-event survey so that we can be sure to follow up and.

00:39:29.000 –> 00:39:30.000
Awesome.

00:39:30.000 –> 00:39:45.000
get you more more info. All right, Ryan, uh, we’re gonna deep dive into four things from this roadmap. There are a ton of things on this roadmap. I know you would spend another hour here if I let you. Maybe give us, like, 4 or 5 highlights.

00:39:45.000 –> 00:39:51.000
From here, and then we’ll go talk about our other, you know, deep dive in for other areas.

00:39:51.000 –> 00:40:06.000
Cool. Yeah, well, I’ve done four. Okay, here’s four. One, we’re going to continue to focus on regional data centers. You know, we know that in our global customer footprint, you know, regional data requirements are becoming more and more important. And so.

00:40:06.000 –> 00:40:21.000
We’re launching an Australian data center here shortly in late Q1. And then we’re launching an EU data center for our digital products where our customers continue to scale across the globe and meet the requirements of the regions that their customers live and serve.

00:40:21.000 –> 00:40:37.000
2, you know, we’re releasing our digital SDK 7.0, which is going to come with a whole bunch. If you thought Mti was great, wait till you see what’s coming, and we’ll talk about one specific capability there. But you know, more… more capabilities within our digital product to understand.

00:40:37.000 –> 00:40:44.000
Um, what’s happening across all of your apps globally, and then being able to boil it down into faster insights.

00:40:44.000 –> 00:41:02.000
Um, cross-channel messaging, so now being able to engage with messaging apps that your tools have. So if you have a contact center platform that has a messaging app, being able to integrate with that messaging app and start to share, you know, surveys with those messaging apps where your customers are engaging with your teams.

00:41:02.000 –> 00:41:20.000
Obviously, we talked about dashboard, we’re gonna keep adding a whole bunch of capabilities to that, and all of the data sets within all of our products. It’s becoming the hub for our data strategy. And then finally, I’ll mention platform enhancements. You know, the things that, you know, we’ve been around… actually, I think Alker is in our 20th year this year.

00:41:20.000 –> 00:41:40.000
And so, you know, we are constantly focusing on making sure that we’re refreshing our infrastructure and the way that our product comes to market so that we’re always at the top of the bar when it comes to speed, performance, security. You know, we’re going to keep… we’re going to do a big API fix this year. We’re going to rewrite our API to be more forward focused towards an agentic world.

00:41:40.000 –> 00:41:53.000
but also be backdated so everyone is using it today as an impacted. But just being able to make it more extensible over time. So, huge investment in our ability to continue to be a best-of-breed fast platform for all of our customers.

00:41:53.000 –> 00:42:09.000
Awesome. We’re getting a couple of questions about, you know, specifically around survey. And so I think we won’t get deep into that today. But like, I definitely want to call out like part of that modernization is is enhancements to the the core survey product.

00:42:09.000 –> 00:42:26.000
And again, I’m like a broken record, but reach out, talk to your CSM so that we can get you details on what that will include. And related to talking to your CSM, great question. I somebody, and I’m sorry, they are anonymous, so I can’t help them.

00:42:26.000 –> 00:42:46.000
Somebody asked, I don’t know who my CSM is, which is great, because I know, you know, some of our customers that have come from chat meter maybe haven’t had a chance to meet their CSM yet. Or if you’ve been an alchemer customer and maybe just haven’t engaged again, tell us that in the post event survey so we can get you hooked up with your CSM.

00:42:46.000 –> 00:42:57.000
All right, Ryan, there are some things on this roadmap that you didn’t just cover but are really exciting. So let’s spend a few minutes talking about those. Tell me about digital event intelligence.

00:42:57.000 –> 00:43:13.000
Yeah, this one is going to be amazing. So right now, within our digital product, you can target multiple digital experiences across sessions so that you’re delivering a feedback mechanism or a message at the right time. What this is going to allow you to do is not only understand.

00:43:13.000 –> 00:43:32.000
How that targeting delivers the prompt, but what are the things happening behind the scenes that led them to that place? And so this gives us so much more visibility into what triggered the interaction and why it happened, so that you can start to tie the behavioral information to.

00:43:32.000 –> 00:43:49.000
The direct feedback that the customer provides. So it’s going to start to really blend the digital experiences that you’re building for your customers with how they’re actually experiencing it, and then telling you more about it on the back end of it. So this is a capability that I know a lot of our customers have been asking for.

00:43:49.000 –> 00:43:53.000
And we’ll be out here shortly, but it’s it’s going to be pretty slick.

00:43:53.000 –> 00:44:06.000
It’s awesome. Okay. I, you know, I love this topic. Tell us about GEO monitoring and what we can expect to see here in 26.

00:44:06.000 –> 00:44:27.000
Yeah, so I gotta… this is probably… especially in the marketing space, just as hot as AI, I would imagine. You know, we’re gonna release tools within our product that’s going to allow you to understand how your brand is showing up in AI-driven results, and not just how you’re showing up, but starting to give you suggestions on what to do to optimize your GEO experience.

00:44:27.000 –> 00:44:45.000
So most most GEO tools out there right now will tell you kind of how you’re showing up, but it doesn’t really help you understand what to do next. What RGEO monitoring capability is going to do is start to look at multiple prompts across all of the engines and tell you.

00:44:45.000 –> 00:45:00.000
You know, how are those prompts surfacing your information against other, you know, competitors in some cases, and it’s going to start to make suggestions like, hey, you know, most people are, when they search this prompt, are also looking for same-day shipping. And so what you should do is you should go to your local page or.

00:45:00.000 –> 00:45:19.000
you know, start to respond with some social posts about, you know, liking things like same-day shipping and starting to write things. So it is going to start to help you tailor and launch the types of tools to help you optimize prompt-based searching. And the really cool thing on the back end of this is, again, moving into more of that agentic world is.

00:45:19.000 –> 00:45:39.000
How do we actually have our tools help you make those changes on your behalf once you’re comfortable with those changes, right? One of the concepts we’ll talk a lot about over the next year is human in the loop and making sure that when we do propose things for the tool to go do, that there’s somebody reviewing those and making sure that you’re comfortable with what the tool wants you to do and how you want it to.

00:45:39.000 –> 00:45:46.000
be deployed, and then the actions that are taken afterwards. So that’s going to be a great tool that we’re going to launch for all of our marketing teams.

00:45:46.000 –> 00:46:05.000
I mean, I’m just so excited for this one, because I think there’s not a brand out there that’s not struggling with how how to adjust to this new world. So that’s going to be great. We’ve talked about competitor a little bit already, but tell us what competitor 360.

00:46:05.000 –> 00:46:06.000
uh, is all about.

00:46:06.000 –> 00:46:25.000
Right? So currently, competitor 360 allows you to benchmark single location or around a few locations around you. This one’s going to be like zoom out right? We’re going to start looking at things at a national level and starting to look at your competitive set from a national side, and then start to move into different markets.

00:46:25.000 –> 00:46:42.000
So instead of starting to build bottoms up like you can today, this is like, give me the whole view of the landscape, help me look what’s going on, help me target certain competitors, help me target certain competitors in certain geographies. It just, again, it expands the depth of view.

00:46:42.000 –> 00:46:55.000
In terms of the volume of information that we can provide to our tools to consume. And this is going to be a hugely valuable tool for our teams to be able to see how they stack up against their competitors across an entire national scene.

00:46:55.000 –> 00:47:10.000
amazing. I just again like from a marketing perspective, understanding what my competitors are doing just on a bigger scale and where I might have the opportunity to to lean in and.

00:47:10.000 –> 00:47:22.000
drive an impact faster. It just it. It’s awesome. I can’t… I can’t wait. All right. This is… this is a really big one. Unified platform experience.

00:47:22.000 –> 00:47:33.000
Yep, I would say this is kind of the the pinnacle of our roadmap this year is starting to bring all of the products that we have into a single unified UI that.

00:47:33.000 –> 00:47:48.000
look, has the same look and feel that’s easy to understand. It’s easy, you know, again, it’s bringing the chat meter product into the Alchemer product suite. It’s single identity across all of our products, and that identity is not only how you log in, but all the user.

00:47:48.000 –> 00:48:04.000
Teams and roles, all the data security that’s behind it. And so you’ll now have one login for Alchemer and have access to all the capabilities within our platform. So it’s the biggest project we have this year, and it’s going to be hugely impactful to how our customers use our products across.

00:48:04.000 –> 00:48:07.000
all the ways that you’re collecting feedback.

00:48:07.000 –> 00:48:29.000
I I mean, I’ve I’ve seen some previews of it, and I also just because it it comes with a, you know, a interface overhaul, right? Like it’s kind of remodeling the house, if you will, and.

00:48:29.000 –> 00:48:30.000
Yeah.

00:48:30.000 –> 00:48:37.000
it just looks and feels so good. So I I’m excited about that piece of it, too. All right. We have lots of great questions coming in, Ryan. We’ve got about 5 min left, so I want to make sure we.

00:48:37.000 –> 00:48:57.000
We get to as many of those questions as we can. While we do that, let me I’m going to put up one more poll. You guys, I promise this is the last one. But because Ryan just took you through kind of some of the big things on the roadmap for 26.

00:48:57.000 –> 00:49:16.000
Uh, if there’s anything specific that he covered that you want to hear about, again, let us know this way so that we can follow up with the right information for you. While that’s up, I’m also going to put up the QR code. I’ve said.

00:49:16.000 –> 00:49:32.000
too many times that a great way for you to tell us what you need is starting with our post event survey today. So please, please, if you have questions, if you want to know more about something specific, if you need to know who your CSM is.

00:49:32.000 –> 00:49:43.000
Please tell us. And if you were like, wow, I love this, please do this more often. We want to know. Give us give us all your feedback here.

00:49:43.000 –> 00:50:01.000
Okay, questions. Where are we gonna start here? Easy one. Will the recording be available after the webinar? Yes, absolutely. Let’s see.

00:50:01.000 –> 00:50:11.000
How… okay, this is a good one around AI, Ryan. So how does alchemer think about building AI tools with regards to today’s privacy and security needs?

00:50:11.000 –> 00:50:18.000
Okay. Here’s what I’ll start with. You know, one of the things, again, we’re really proud of is our security stance.

00:50:18.000 –> 00:50:33.000
you know, all the certifications that we acquire, how we communicate our security stance. Every customer has access to our security white paper, so if you have any questions about how Alchemer in general stands on a specific issue or how our product is built.

00:50:33.000 –> 00:50:48.000
You can always access that and you can read that, ask your CSMs, we get more information for you. But we won’t waiver on building product that is compliant with every regulatory and industry specific.

00:50:48.000 –> 00:50:57.000
compliance factor, whether that’s AI or non AI. I think the thing that’s interesting about AI is that things are changing and evolving so fast, right? Like, if if.

00:50:57.000 –> 00:51:20.000
you know, it’s almost like everyone’s defining it as we run, and, you know, our chief information security officer is actively involved in understanding this all the time. And we’re evolving our stance as it as needed. But if you have any questions on it, we do have a white paper on our AI products, and we can make it, like, again, I want to make it easy for you to talk to your teams and your company and your CISO about.

00:51:20.000 –> 00:51:37.000
What tools you need to use and how you use it, and how we bring that to bear. But again, I think we’re going to continue to be, you know, super serious about making sure that everything that we release is at the utmost in terms of security, compliance and regulatory needs.

00:51:37.000 –> 00:51:47.000
Awesome. When we talked about trends, Ryan, we talked about Roi. So this question is right in line with that.

00:51:47.000 –> 00:52:04.000
We have somebody asking, what… what we’re concerned about is the price increase that will or will not be made with all of these merging and updates, which is understandable, right? Like, we have chat meter, former chat meter customers on that are now alchemer customers.

00:52:04.000 –> 00:52:15.000
We’ve shown lots of product capabilities. Can you just maybe at a high level, talk about kind of pricing?

00:52:15.000 –> 00:52:17.000
and what people can expect there.

00:52:17.000 –> 00:52:26.000
Yeah. And I think you know. We always want to align our pricing and packaging to the value we’re providing to our customers.

00:52:26.000 –> 00:52:42.000
And, you know, we’ve spent a lot of time, especially with the chat meter acquisition over the last four or five months, making sure that that aligns as you start to add more and more products. Um, we’ve always been very transparent and predictable when it comes to pricing. I think I hope all of our customers will.

00:52:42.000 –> 00:53:03.000
We’ll say that’s an attribute that they appreciate about us. So if you are interested in these other products, please reach out to your CSM. We’ll be happy to walk you through what it would take. We’ve been building multiple tier levels on it so that the capability matches to your usage so that you’re not overpaying for things that you don’t need. I know that’s a concern in our industry, is some of our competitors do that and we don’t want to be known for that at all.

00:53:03.000 –> 00:53:15.000
And so, you know, work with your CSM on what capabilities make the most sense for you, and then how you plan on using them, and we’ll make sure that, you know, we communicate clearly on how that price evolves.

00:53:15.000 –> 00:53:18.000
you know, today, and then evolves over time.

00:53:18.000 –> 00:53:33.000
I mean, I will say that’s one of my favorite things about Alcimer, right, is that we can scale with our customers, and that means the features, the price, everything.

00:53:33.000 –> 00:53:34.000
Yeah.

00:53:34.000 –> 00:53:43.000
We have a specific question on competitor 360, and I know Ryan hasn’t launched, so maybe you can you can give some clarity here as much as possible. But competitor 360, when you say national level overview, which region are you referring to?

00:53:43.000 –> 00:53:45.000
There’s a little confusion there. So maybe clarify.

00:53:45.000 –> 00:54:04.000
Yeah, I… so when I say national, right? If depending on who you are as a brand, right? You might be. So we’re based in Colorado. You know, I may only have my stores in, you know, in multiple locations across Colorado. So what I want to see is not just what’s happening in Denver, but I want to see across the state. So now I can see at the state level.

00:54:04.000 –> 00:54:22.000
But if I’m a national brand in the US, I can now start to see all of my locations against competitors across the entire nation, right? Canada, Mexico, you know, I think it’s it’s really about when I say national, I mean, it’s it’s starting at your entire competitive set on where you sit and then helping you hone in on the locations that matter.

00:54:22.000 –> 00:54:30.000
So I think I’m not quite sure what region they’re referring to, but if you follow up with us, we can follow up directly about how we support your region.

00:54:30.000 –> 00:54:50.000
Perfect. I have a great question from Brian on taking the survey, because we’ve got the QR code up there, but he’d rather take it on his Pc, which I totally get. When you close out today’s webinar, or when we close out today’s webinar, you’ll get a post event survey right there so that you can, uh.

00:54:50.000 –> 00:55:10.000
take it on your computer, because I hear you, Brian. I don’t want to do everything on my phone. Let’s see. Maybe we can get to one or two more. I’m a previous chat meter customer and I didn’t know about your digital tool. Can you give me a quick overview and how do I learn more?

00:55:10.000 –> 00:55:29.000
Sure. So first, how you learn more, talk to your CSM. But what does digital do? So what digital allows you to do is within native Sdks for ios, Android, and you know, comp more sophisticated web experiences embed feedback in how your customers are engaging with those apps. So.

00:55:29.000 –> 00:55:46.000
It’s a way for you to put feedback into your iOS or Android app and say, hey, what I really want to know is if Ryan made a, you know, looked at product on this side, on this page, navigated to this page, navigated back and made a purchase, why did he leave the product page first before he went back? I can actually target Ryan.

00:55:46.000 –> 00:56:01.000
As I move through that digital experience and start to prompt responses. On top of kind of the core use case, which is we can actually help you drive ratings and review improvements through understanding how people like your experience and driving them towards, um.

00:56:01.000 –> 00:56:09.000
your ios or Android app stores to leave those positive reviews to tell our customers how great your app is.

00:56:09.000 –> 00:56:17.000
Alright, let’s let’s get one more in. When is the unified platform experience launching?

00:56:17.000 –> 00:56:35.000
We’re going to start rolling it out, um, in Q3 into Q4. So we’re gonna start giving some iterative releases. So you’ll start to see improvements. I mean, actually, we’ll start to see improvements in Q. 2 around the chat meter product. But you know the full experience will be done by the end of the year, but we’ll roll it out over the course of the second half.

00:56:35.000 –> 00:56:49.000
I mean, Ryan, you know, I just lived through a home remodel, and I think it’s going to be a lot like that right where, like we might get one bathroom done, and then we’re going to move on to the next. And so it’s going to come out in phases for our customers.

00:56:49.000 –> 00:56:50.000
Correct.

00:56:50.000 –> 00:57:06.000
Um, great. Well, I want to be sensitive to time, um, because I’m sure that everybody has lots of things to do today. Again, we will send the recording after today’s webinar. So please keep an eye out for that.

00:57:06.000 –> 00:57:24.000
Give us your feedback. Ask us your questions. We are going to follow up based on the responses in your survey and in the polls you shared with us today, assuming we can tie your name. I’m seeing a lot of anonymous attendees, so hopefully we can get everyone.

00:57:24.000 –> 00:57:39.000
questions answered. So we’ll be following up with you on that. And then keep an eye on your inbox for content related to the topics we’ve covered today. Ryan, anything else you want to share before we close out?

00:57:39.000 –> 00:57:51.000
just, you know, we appreciate everyone joining today. Thanks to all of our customers. We really appreciate you being customers of Alker. And if, like I said, there’s things that you need from us, please reach out to your CSMs. We’re always open to feedback.

00:57:51.000 –> 00:58:04.000
It’s kind of our business. So please, please talk to them and we’ll make sure that we incorporate that into how we evolve our roadmap over time.