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Medallia is an enterprise-grade customer and employee experience management platform that uses AI to capture, analyze, and act on feedback signals across every touchpoint. Acquired by Thoma Bravo in 2021, Medallia serves some of the world's largest brands across retail, hospitality, financial services, healthcare, automotive, telecommunications, and B2B sectors. The platform captures billions of experience signals from surveys, social media, speech analytics, digital behavior, video feedback, and IoT data, transforming them into actionable insights that drive business outcomes.
Medallia's AI engine analyzes structured and unstructured feedback — including open-text comments, call transcripts, chat logs, and social media posts — using natural language processing (NLP) and sentiment analysis to identify themes, emotions, and emerging issues in real time. The platform's text analytics can process feedback in 30+ languages, automatically categorizing topics and surfacing the root causes behind customer satisfaction or dissatisfaction. AI-powered alerts notify frontline teams when immediate action is needed, enabling closed-loop follow-up with at-risk customers.
The platform supports omnichannel feedback collection through email, SMS, in-app, website intercept, kiosk, and QR code surveys, as well as passive signal capture from digital sessions, contact center interactions, and social channels. Medallia's Experience Data Records (XDRs) pricing model is based on data volume rather than per-user or per-survey charges, with all AI analytics, dashboards, alerts, and workflows included at no extra cost. The platform integrates with major CRM, helpdesk, POS, and marketing systems.
Key Features: AI-powered text and sentiment analysis across 30+ languages, real-time NPS, CSAT, and CES tracking, omnichannel feedback collection (email, SMS, in-app, web, kiosk, QR), speech analytics for contact center call analysis, digital experience analytics with session replay, social media monitoring and analysis, video feedback capture and analysis, AI-driven theme and root cause identification, closed-loop alerting and action workflows, role-based dashboards for executives to frontline, employee experience surveys and pulse checks, predictive analytics for churn risk and revenue impact, journey orchestration and experience-triggered actions, benchmarking against industry peers, text analytics with automatic topic categorization, integration with Salesforce, ServiceNow, Adobe, SAP, and more, mobile app for frontline managers, enterprise security with SOC 2 and GDPR compliance, and API access for custom integrations.
Pricing: Medallia uses a custom pricing model based on Experience Data Records (XDRs) — the volume of experience signals processed. This approach means all AI analytics, dashboards, alerts, and workflows are included without per-user or per-feature charges. Pricing is not publicly listed and varies significantly based on company size, data volume, and modules selected. Enterprise contracts typically start at $50,000-$100,000+ annually for mid-market companies, with large enterprises paying significantly more. The pricing model includes unlimited users and all platform capabilities. Implementation services and customer success management are included.
Use Cases: Retail chains analyzing customer feedback across hundreds of store locations, hotels and hospitality brands monitoring guest experience and driving review scores, financial institutions tracking customer satisfaction across branches, digital, and call center channels, healthcare systems measuring patient experience and HCAHPS scores, automotive manufacturers and dealerships tracking buyer and service satisfaction, telecommunications companies reducing churn through predictive experience analytics, B2B companies monitoring account health and identifying expansion opportunities, airlines and travel companies analyzing passenger feedback across touchpoints, contact centers improving agent performance through speech and text analytics, and HR teams measuring employee engagement and identifying retention risks.
About
Medallia is an enterprise-grade customer and employee experience management platform that uses AI to capture, analyze, and act on feedback signals across every touchpoint. Acquired by Thoma Bravo in 2021, Medallia serves some of the world's largest brands across retail, hospitality, financial services, healthcare, automotive, telecommunications, and B2B sectors. The platform captures billions of experience signals from surveys, social media, speech analytics, digital behavior, video feedback, and IoT data, transforming them into actionable insights that drive business outcomes.
Medallia's AI engine analyzes structured and unstructured feedback — including open-text comments, call transcripts, chat logs, and social media posts — using natural language processing (NLP) and sentiment analysis to identify themes, emotions, and emerging issues in real time. The platform's text analytics can process feedback in 30+ languages, automatically categorizing topics and surfacing the root causes behind customer satisfaction or dissatisfaction. AI-powered alerts notify frontline teams when immediate action is needed, enabling closed-loop follow-up with at-risk customers.
The platform supports omnichannel feedback collection through email, SMS, in-app, website intercept, kiosk, and QR code surveys, as well as passive signal capture from digital sessions, contact center interactions, and social channels. Medallia's Experience Data Records (XDRs) pricing model is based on data volume rather than per-user or per-survey charges, with all AI analytics, dashboards, alerts, and workflows included at no extra cost. The platform integrates with major CRM, helpdesk, POS, and marketing systems.
Key Features: AI-powered text and sentiment analysis across 30+ languages, real-time NPS, CSAT, and CES tracking, omnichannel feedback collection (email, SMS, in-app, web, kiosk, QR), speech analytics for contact center call analysis, digital experience analytics with session replay, social media monitoring and analysis, video feedback capture and analysis, AI-driven theme and root cause identification, closed-loop alerting and action workflows, role-based dashboards for executives to frontline, employee experience surveys and pulse checks, predictive analytics for churn risk and revenue impact, journey orchestration and experience-triggered actions, benchmarking against industry peers, text analytics with automatic topic categorization, integration with Salesforce, ServiceNow, Adobe, SAP, and more, mobile app for frontline managers, enterprise security with SOC 2 and GDPR compliance, and API access for custom integrations.
Pricing: Medallia uses a custom pricing model based on Experience Data Records (XDRs) — the volume of experience signals processed. This approach means all AI analytics, dashboards, alerts, and workflows are included without per-user or per-feature charges. Pricing is not publicly listed and varies significantly based on company size, data volume, and modules selected. Enterprise contracts typically start at $50,000-$100,000+ annually for mid-market companies, with large enterprises paying significantly more. The pricing model includes unlimited users and all platform capabilities. Implementation services and customer success management are included.
Use Cases: Retail chains analyzing customer feedback across hundreds of store locations, hotels and hospitality brands monitoring guest experience and driving review scores, financial institutions tracking customer satisfaction across branches, digital, and call center channels, healthcare systems measuring patient experience and HCAHPS scores, automotive manufacturers and dealerships tracking buyer and service satisfaction, telecommunications companies reducing churn through predictive experience analytics, B2B companies monitoring account health and identifying expansion opportunities, airlines and travel companies analyzing passenger feedback across touchpoints, contact centers improving agent performance through speech and text analytics, and HR teams measuring employee engagement and identifying retention risks.