Medallia
Experience management for customer and employee insights
Medallia is an experience management platform that captures customer, employee, contact center, and digital experience signals, applies AI-driven analysis, and routes insights to teams for action. It unifies feedback, behavioral, and operational data from surveys, voice, chat, web behavior, social, and other touchpoints into a single view, helping organizations identify issues and opportunities across the customer and employee experience.
The platform includes Total Experience Profiles for continuous customer timelines, AI-powered themes, root cause analysis, intelligent summaries, and Smart Response Themes with GenAI. It offers alerts and case management, smart closed-loop workflows, flexible survey creation, role-based reporting, and admin controls. Integrations include Salesforce, Adobe, and ServiceNow, with insights available on web, mobile, and embedded tools. Security features include role-based access, data masking, BYOK encryption, and IP allowlisting, with compliance certifications such as SOC 2 Type II, GDPR, HIPAA, and ISO 27001.
Medallia is designed for enterprise organizations, including those in regulated industries. Pricing is based on Experience Data Records (EDRs), representing discrete interactions rather than survey responses or user counts, and is structured in annual tiers. The model includes unlimited users, analytics, workflows, and security capabilities within EDR pricing.
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