What is Medallia?
Medallia is an experience management platform that unifies customer and employee feedback across channels. It captures signals from surveys, digital journeys, conversations, and market research to provide continuous feedback capture and real-time insights.
AI and analytics power text analytics, theme detection, root-cause analysis, intelligent summaries, and automated response generation to speed issue resolution. Role-based reporting, experience orchestration, and personalized messaging help CX and EX teams operationalize insights and close the loop.
Contact center capabilities include conversation intelligence, agent coaching, quality management, and intelligent callback. Integrations with CRM and enterprise systems enable cross-team data sharing and workflow automation. Administration features support global program management, security, and compliance for large organizations.
Medallia user reviews
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Medallia's key features
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Smart Response (AI-generated personalized replies)
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Themes with GenAI (automatic theme extraction from text)
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Root Cause Assist (AI-driven driver analysis)
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Intelligent Summaries (summarize unstructured text)
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Conversation Intelligence (automated insights from conversations)
Medallia use cases
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Consolidate customer and employee feedback from surveys, digital journeys, and conversations into a single Medallia dashboard, leverage AI-powered text analytics and root-cause detection to surface high-impact issues, and trigger automated workflows to assign owners and remediate problems in real time
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Enhance contact-center intelligence by using Medallia's conversation intelligence to transcribe and analyze calls and chats, generate automated response templates and coaching insights, and push summarized feedback into your CRM to personalize follow-ups and reduce handle times
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Improve employee experience and retention by monitoring omnichannel feedback and pulse surveys with AI feedback analytics to identify engagement drivers and attrition risks, then orchestrate targeted interventions through automated campaigns and track outcomes end-to-end
Who is it for?
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Customer experience teams
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Employee experience teams
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Operations teams
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Product teams
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Customer support teams