LiaCX Review

Our score: 8.6 User satisfaction: 100%
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What is LiaCX?

LiaCX, powered by Intouch Insight, is a leading customer experience management solution that helps global brands delight their customers, strengthen brand reputation and improve financial performance. It is part of the Intouch suite of related products that include:

  • IntouchSurvey, its customer satisfaction survey software
  • IntouchCheck, its mobile forms software
  • IntouchShop, for mystery shopping services
  • IntouchAudit, for audit solutions
  • IntouchCapture, its event data capture software.

The latest addition to Intouch’s offering, LiaCX, is a cloud-based software that helps organizations with multiple locations in industries such as retail, restaurant, and hospitality, create more value and drive action from their customer experience (CX) programs through its Action Campaign™ technology.

LiaCX is built on modern technology designed to handle big data, and is mobile optimized. The software collects and combines data in real-time from sources such as surveys, mobile checklists, mystery shopping, operational audits, social media, and call centers, and rapidly integrates data from third-party systems like Salesforce, Oracle, and SAP.

All data is mapped to the customer journey and artificial intelligence-powered features transform the data into meaningful CX insights. Organizations can easily take action on those insights to improve business performance using LiaCX Action Campaigns.

With the centralized data from multiple customer touch points, businesses gain actionable, real-time insights, and provides them with the tools to continuously improve customer experience.

Founded in 1992, Intouch is trusted by over 300 of North America’s most-loved brands for their customer experience management, customer survey, mystery shopping, mobile forms, operational and compliance audits, and event marketing automation solutions.

With its LiaCX solution, Intouch enables companies to listen, interpret and act on customer data so they can deliver brilliant customer experiences.

Overview of LiaCX Benefits

LiaCX offers tools for listening (customer satisfaction and NPS surveys, mystery shopping, data import, etc.), interpreting, and acting on all customer data in a single platform.

LiaCX helps organizations design better customer experiences proactively. Touchpoint management allows you to identify underperforming KPIs in real-time and gives you the tools to correct them before customers become unhappy.

LiaCX is the only customer experience management software with Action CampaignTM technology to help organizations take measurable actions that lead to better business results.

Using artificial intelligence, LiaCX recommends specific CX actions that will improve customer experience, and allows you to track completion and impact in real-time.

Experience meets innovation

LiaCX draws on over 25 years of experience collecting customer experience (CX) insights to help you be one step ahead of your customers’ expectations.

Take customer experience to the next level

LiaCX works seamlessly with the other Intouch applications to help companies listen, interpret and act on customer data so they can deliver brilliant customer experiences.

Action Campaigns allow LiaCX customers to:

  • Create targeted campaigns to improve specific areas of the customer journey and business metrics
  • Assign specific actions/tasks to employees at different levels across the organization and at different frequencies
  • Verify whether or not actions were completed through integrated mobile checklists and photo capture
  • Measure the impact of actions on specific business metrics in real-time

Gather meaningful, real-time customer feedback

Easily collect and combine CX data from customer surveys, social media, mystery shopping, operational audits and limitless third party integrations — all in one platform.

Proactively improve your customer experience

Instantly rescue unhappy customers with case management tools. Use Action Campaign technology to proactively drive CX improvements across your locations and measure the impact of actions on business metrics in real-time.

Listen and measure

Use Customer Satisfaction (CSAT) surveys online or in-store to learn what your customers think at different touchpoints. Deploy surveys through custom URLs, barcode or QR code scanning, email, and text message (SMS) – even offline.

Identify and understand

Real-time, permission-based dashboards allow brand executives, operators, franchisees and managers to instantly see the customer feedback that matters most to them – from Net Promoter Score (NPS), to customer concerns, compliments, and more.

Act and improve

Turn detractors into promoters with survey response thresholds that automatically trigger customer rescue plans and email notifications when negative feedback is detected. Ensure negative experiences and unhappy customers are followed-up with immediately, and empower your teams to close the loop on every customer interaction.

Intouch Insight allows you to gather real-time customer intelligence for everyone in your organization thru:

Brand and location-level dashboards

Understand the key drivers of customer satisfaction and dissatisfaction, set goals, and compare performance over time. Set permissions so teams can focus on what’s relevant to them.

Quickly gauging NPS

Measure NPS and visualize customer satisfaction scores in real-time.

Filtering and drilling down

Drill down to specific survey answer summaries or filter to view your data by date, question, location, attributes, and more.

Overview of LiaCX Features

  • Analytics
  • Notifications
  • Build dynamic mobile forms
  • Create and edit checklists
  • Identify & fix issues
  • Instant submissions
  • Real-time automated insights
  • Mobile reports
  • Import from Excel
  • Customizable fields
  • Yes/no, numbers, text, dates
  • Multiple choice, multi-select, calculation fields
  • Library of free industry forms & checklists
  • Define scoring, weights, notifications, schedules and more
  • Conversation-style history
  • Assign action to specific users and set due dates
  • CX Action Campaign plans – track and manage execution
  • Instant overviews
  • Filter insights by date, checklist, group, or location
  • Identify trends and patterns
  • Automated actions
  • Advanced customizations for specific audit processes
  • Groups and permissions
  • Electronic signature

What Problems Will LiaCX Solve?

  1. Improve your customer experience at every touchpoint. Assign specific actions to employees at various stages in the customer journey; create automatic notifications to keep employees accountable and track when items are completed.
  2. Create campaigns focused on individual KPI improvement. Receive recommended tasks and frequency based on the impact they will have on your goals.
  3. Show the impact of CX initiatives on your business results. Track performance against defined business metrics; easily identify and correlate business improvements to CX performance.

LiaCX Position In Our Categories

Knowing that companies have unique business demands, it is only wise they steer clear of preferring a one-size-fits-all, ideal solution. Just the same, it is hard to try to discover such a software product even among popular software products. The right thing to undertake can be to note down the several critical functions that need scrutiny such as major features, budget, skill aptitude of staff members, business size, etc. Then, you must double down on your research comprehensively. Browse over some LiaCX evaluations and check out the other solutions in your shortlist more closely. Such detailed research guarantees you circumvent ill-fitting apps and subscribe to the system which has all the features your business requires.

Position of LiaCX in our main categories:

TOP 50

LiaCX is one of the top 50 Customer Experience Management Software products

If you are considering LiaCX it might also be sensible to examine other subcategories of Customer Experience Management Software listed in our base of B2B software reviews.

Since each company has unique business requirements, it is prudent for them to desist from seeking a one-size-fits-all perfect software solution. Needless to say, it would be futile to try to find such an app even among popular software platforms. The clever thing to do would be to catalog the various vital elements that need consideration such as main features, finances, skill levels of staff members, company size etc. Then, you should do your research thoroughly. Read some LiaCX Customer Experience Management Software reviews and look into each of the other apps in your shortlist in detail. Such comprehensive research can make certain you discard ill-fitting systems and select the app that offers all the features you require for business success.

How Much Does LiaCX Cost?

LiaCX Pricing Plans:

Free Trial

Quote-based Plan

Contact vendor

Contact the vendor and get your enterprising pricing quote and other product details.

User Satisfaction

Positive Social Media Mentions 4
Negative Social Media Mentions 0

We realize that when you make a decision to buy Customer Experience Management Software it’s important not only to see how experts evaluate it in their reviews, but also to find out if the real people and companies that buy it are actually satisfied with the product. That’s why we’ve created our behavior-based Customer Satisfaction Algorithm™ that gathers customer reviews, comments and LiaCX reviews across a wide range of social media sites. The data is then presented in an easy to digest form showing how many people had positive and negative experience with LiaCX. With that information at hand you should be equipped to make an informed buying decision that you won’t regret.


Technical details

Devices Supported

  • Windows
  • Linux
  • Android
  • iPhone/iPad
  • Mac
  • Web-based


  • Cloud Hosted
  • Open API

Language Support

  • English

Pricing Model

  • Quote-based

Customer Types

  • Small Business
  • Large Enterprises
  • Medium Business

What Support Does This Vendor Offer?

  • email
  • phone
  • live support
  • training
  • tickets

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What are LiaCX pricing details?

LiaCX Pricing Plans:

Free Trial

Quote-based Plan

Contact vendor

Contact the vendor and get your enterprising pricing quote and other product details.

What integrations are available for LiaCX?

LiaCX seamlessly integrates with hundreds of third party system, giving you a 360-degree view of your customer experience across all touchpoints and channels.

Through partnership with Dell Boomi, LiaCX integrates with other applications within days, making it easy to integrate customer data from any source including call center, financial data and more.

LiaCX provides built-in connectors to all major CRM, ERP, marketing automation, and data enrichment applications, including

  1. Microsoft Dynamics
  2. Salesforce
  3. Oracle
  4. NetSuite
  5. SAP Analytics
  6. Dell Boomi
  7. Microsoft Excel

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Reviewed By Louie Andre
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