Medallia

Name

Medallia

Legal name

Medallia, Inc.

Website

https://medallia.com

Company type

Private

Founded year

2001

Operating status

Operating

Headcount range

1,001–5,000 employees

Ownership category

akta.pro rank

Headquarters

HQ city

San Francisco

HQ country

United States

HQ region

North America

Offices1 record

Markets served

GTM type

B2B

Offering type

Software

Cost components

Personnel, Technology or R&D, Marketing or Sales, Infrastructure, Operations

Revenue model

1. Experience Data Record (EDR) Subscription Pricing: Medallia uses a unique Experience Data Record pricing model where an EDR includes all data associated with a discrete interaction between an end-customer (or employee) and a company. The pricing applies to customer and employee data coming into Medallia Experience Cloud plus all analytics, workflows, and security capabilities. This model encourages collecting more data for richer insights without penalizing volume.
2. Platform Access and Analytics: Full platform access including comprehensive feedback capture, speech analytics, text analytics, AI-powered analytics, role-based reporting, admin controls, and integrations
3. Professional Services: Implementation, onboarding, managed services, education, and strategic advisory services

Pricing tiers

Go-to-market motion1 record

Distribution channels4 records

Marketing channels6 records

Core offering

Medallia provides a SaaS experience management platform (Medallia Experience Cloud) that captures customer and employee signals across channels (surveys, speech, digital, social, video, messaging) and applies AI to deliver actionable insights. The platform includes the Frontline-Ready AI generative AI suite, analytics modules, and add-ons for contact center, employee experience, digital experience, and market research, sold to enterprise customers on a subscription EDR (Experience Data Record) pricing model.

Product overview

Medallia is an enterprise experience management platform that operates as a unified platform-plus-modules architecture centered on Medallia Experience Cloud. The core platform captures customer signals across all channels (surveys, speech, digital, social, video, messaging) and applies AI to deliver actionable insights. The Frontline-Ready AI suite (Smart Response, Intelligent Summaries, Themes with GenAI, Root Cause Assist, Insights Assistant, Coaching Intelligence) provides generative AI capabilities directly to frontline employees. For contact centers, Medallia offers Conversational Intelligence, Mindful Callback (acquired brand), Agent Connect, and Quality Management modules. The platform includes Experience Orchestration for real-time next best actions, Concierge for messaging, Digital Experience Analytics for behavioral insights, and Total Experience Profiles for unified customer views. Employee Experience products cover listening and activation. All capabilities share a common integration layer with native connectors to Salesforce, Adobe, ServiceNow, Workday, and 100+ other enterprise systems. The platform is priced on an Experience Data Record (EDR) model.

Differentiator

Problem solved

Functional benefit

Brands

• Mindful: Intelligent callback and voice survey solution that eliminates hold times and enables customers to schedule callbacks
• Frontline-Ready AI
• Expy Awards

Products and services

• Medallia Experience Cloud Unified cloud platform that captures customer signals across all channels (surveys, speech, digital, social, video, SMS, chat, operational data) and applies AI to deliver actionable insights. Serves as the foundation for all Medallia products and modules; for enterprise CX teams.
• Frontline-Ready AI Suite of generative AI tools designed specifically for frontline employees in enterprise customer experience roles, enabling them to generate immediate, traceable business actions without analyst support.
• Medallia Signals Comprehensive feedback and signal capture across multiple channels including surveys, speech, digital behavior, social, video, SMS/chat, benchmarking, IoT, POS, and operational data; for enterprise CX teams.
• Medallia AI Analytics Action-oriented analytics providing data-driven guidance at critical decision points; includes text analytics, speech analytics, journey analytics, and predictive models for customer behavior forecasting; for enterprise CX and insights teams.
• Speech Analytics Transcribes calls across 30+ languages with industry-leading AI accuracy; surfaces customer pain points, analyzes emotion and sentiment, and enables agent coaching and process efficiency improvements; for contact center operations.
• Text Analytics AI-powered analysis of survey responses and unstructured data to reveal customer and employee themes as they emerge; includes GenAI-enhanced theme discovery.
• Digital Experience Analytics Behavioral intelligence tools including session replays, heatmaps, and behavior scoring to identify friction points and engagement patterns in digital journeys; for digital and ecommerce teams.
• Medallia Experience Orchestration Real-time next best experience engine that identifies customer intent and tailors actions to deliver effortless engagement; includes journey intelligence, adaptive engagement profiles, and centralized orchestration.
• Medallia Concierge AI-driven two-way messaging solution for personalized customer engagement across SMS, web chat, Facebook Messenger, and other apps; includes intent analytics, automation, and loyalty-building capabilities; for hospitality, retail, and service brands.
• Conversational Intelligence Analyzes 100% of customer interactions across voice, chat, and messaging to capture emotion, sentiment, and intent; enables root cause analysis, agent coaching, and churn risk detection; for contact center leaders.
• Mindful Callback Intelligent callback and voice scheduling technology that eliminates hold times by letting customers schedule callbacks; integrates with Genesys, Amazon Connect, Five9, Twilio, NICE, Avaya, and Cisco contact center platforms.
• Agent Connect Agent engagement and coaching platform that empowers frontline teams with real-time feedback, role-specific dashboards, personalized coaching plans, and quality management capabilities.
• Quality Management Automated QA scoring and quality assurance that auto-selects moments that matter most for manual review; includes review annotations, calibrations, and scorecard customization; for contact center quality programs.
• Admin Suite Self-service administrative tools for managing experience programs with agility; includes survey creation, change management, role-based reporting, alerts, data imports, and access controls; for program administrators.
• Employee Experience
• Total Experience Profiles Unified customer profiles combining data from every touchpoint into a single timeline of interactions across online, phone, chat, and in-person channels for both B2C and B2B accounts.

Quantifiable outcome

• 185% 3-year ROI achieved by customers
• +9 more outcomes

Named customers28 records

Segments9 records

Ideal customer profiles3 records

Technology focussed Yes

API detail

Has API

Yes

API docs

API detail

Core technology

AI maturity

App detail

Integration16 records

AI capability14 records

Feature8 records

Partnerships

17 partnerships are on record, tiered regional, core, flagship and minor.

• New MetricsregionalChannel Partner/ Reseller/ Distributor · 17 March 2026New Metrics appointed as exclusive partner for UAE market, extending Medallia's presence in the Middle East region.
• AdacoreTechnology or Integration · 21 January 2026Strategic partnership integrating Ada's AI agents with Medallia's customer experience platform, creating a single source of truth from data across voice, digital, surveys, and contact centers. Joint solution enables organizations to feed conversational insights back into the system, allowing AI agents to personalize customer interactions while adhering to organizational workflows. Partnership addresses the challenge where only 5% of enterprise AI pilots deliver measurable business results.
• Northumbrian Water GroupregionalTechnology or Integration · 5 November 2025Partnership with UK water utility serving 4.5 million customers across North East England, Essex, and Suffolk. Implemented Experience Cloud platform within three months, improving customer engagement scores to 9.2+ and expanding survey reach from 30% to broader audience.
• Choctaw NationregionalTechnology or Integration · 7 October 2025Omnichannel experience strategy powered by Medallia Experience Cloud for 230,000+ tribal members and 13,000 associates across health clinics, cultural centers, wellness programs, and gaming resorts. Delivered measurable results including NPS improvement from 95.2 to 97.1 and OSAT scores from 90.2 to 94.
• AdobecoreTechnology or Integration · 23 September 2025Medallia expanded its strategic partnership with Adobe to integrate with Adobe's AI Agents, enhancing customer experience solutions through AI-driven platform integration. Collaboration ongoing since 2019, with Medallia as the only premier partner in Adobe's Digital Analytics space. Integration enables businesses to analyze customer sentiment and personalize content across Adobe enterprise applications.
• ComOpscoreTechnology or IntegrationComOps partnership supporting over 250,000 hotel rooms worldwide through Medallia's hospitality CX solutions. Partnership driving hospitality transformation, revenue growth, and data-driven guest experience benchmarking. ComOps launching Casino CX Benchmark Report for gaming and casino operators.
• SalesforcecoreTechnology or IntegrationPre-built integration with Salesforce CRM enabling real-time customer feedback data to flow directly into Salesforce workflows, empowering customer-facing teams with CX insights within their existing tools.
• ServiceNowcoreTechnology or IntegrationIntegration with ServiceNow enabling operational data unification and action workflows within IT service management environments.
• MicrosoftcoreTechnology or IntegrationIntegration partnerships with Microsoft ecosystem including Azure AI and Dynamics platforms.
• Deloitte DigitalflagshipImplementation/ SI/ Consulting PartnerGlobal systems integrator providing CX advisory and implementation services for Medallia deployments across enterprise clients.
• KPMGflagshipImplementation/ SI/ Consulting PartnerManagement consulting firm providing implementation and advisory services for Medallia customer experience solutions.
• Accenture SongflagshipImplementation/ SI/ Consulting PartnerCreative experience agency providing CX transformation and implementation services for Medallia platforms.
• CarahsoftcoreChannel Partner/ Reseller/ DistributorGovernment technology solutions provider reselling Medallia solutions to federal, state, and local government agencies.
• IPSOScoreStrategic or Co-development PartnerMarket research partner providing research expertise and survey methodologies complementary to Medallia's experience management platform.
• MaterialcoreImplementation/ SI/ Consulting PartnerMedallia's first and longest-running service partner, providing implementation and consulting services for customer experience management programs. Received Business Impact Award at Experience '26.
• ThunderheadcoreTechnology or IntegrationMedallia acquired Thunderhead in July 2024 to strengthen customer journey orchestration capabilities and expand into the Customer Journey Orchestration market projected to grow from $12.5 billion in 2025 to $86.8 billion by 2034.
• McKessonminorOthersFeatured customer logo on Medallia website

Scale indicators13 records

Recent moves8 records

Expansion highlights6 records

Direct peers

• Qualtrics: Qualtrics is the closest direct competitor in enterprise experience management (XM), offering survey-based and AI-powered customer and employee experience platforms to large enterprises. Both compete for the same CX/VoC budget and analyst recognition (Gartner, Forrester).
• Sprinklr: Sprinklr offers a unified customer experience management platform covering social, marketing, and care across enterprise customers. Both target large global enterprises with AI-powered experience analytics and comparable GTM motions.
• NICE (NICE CXone): NICE CXone is a leading contact center analytics platform with strong speech analytics and workforce engagement, directly competing with Medallia's Conversational Intelligence and Agent Connect modules in the contact center experience category.
• Verint: Verint provides customer engagement analytics, speech analytics, and workforce optimization for enterprise contact centers. It competes directly with Medallia's speech analytics, quality management, and conversational intelligence offerings.
• InMoment: InMoment is a customer experience management platform with VoC, text analytics, and journey orchestration capabilities targeting mid-market and enterprise customers. It is a direct peer in the CX platform competitive set.
• Forsta: Forsta (formed from Confirmit and FocusVision merger) provides enterprise experience and research technology with VoC, employee engagement, and market research offerings. It competes with Medallia in CX and research technology.

Broad incumbents

• Salesforce: Salesforce Service Cloud and Marketing Cloud offer overlapping CX, case management, and customer feedback capabilities as part of a much broader CRM portfolio. While Medallia integrates natively with Salesforce, the platform bundles competing CX features that can displace standalone spend.
• Adobe: Adobe Experience Platform offers customer data, analytics, and journey orchestration as part of a broader marketing and creative cloud portfolio. Medallia is Adobe's premier Digital Analytics partner, but Adobe is also a competing platform for enterprise CX budgets.
• Genesys: Genesys is a leading contact center as a service (CCaaS) and customer experience platform with native analytics, AI, and workforce engagement capabilities. It overlaps with Medallia in conversational intelligence and contact center analytics while also being a channel integration partner.
• Twilio: Twilio's Segment and Flex products provide customer data infrastructure and engagement APIs that compete with and complement Medallia's signal capture and concierge messaging capabilities at the developer and platform layer.

Market position

Strengths5 records

Weaknesses5 records

Competitive moat5 records

Key risks5 records

Key highlights7 records

Customer concentration

• Xx.com/Medallia
• Facebookfacebook.com/MedalliaInc
• LinkedInlinkedin.com/company/medallia-inc.

Compliance10 records

Revenue estimate

Valuation estimate

Number of profiles

Profiles7 records

Subsidiaries3 records

Funding overview

Funding rounds8 records

Investors9 records

Funding detail is available on the Subscription and Enterprise plan.Contact sales →

M&A15 records

Investments

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about Medallia