Customer experience platform that unifies signals and surfaces actionable insights with AI
Medallia is an enterprise customer experience management platform for large organizations that need to collect, analyze, and act on customer and employee feedback.
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Medallia is an enterprise customer experience management platform that collects, analyzes, and acts on customer and employee feedback for large organizations. It captures signals across multiple touchpoints and applies AI to surface trends, root causes, and recommended actions without manual analysis. The platform is built around Frontline-Ready AI, a set of tools designed so employees at any level — not just analysts — can interpret and respond to experience data. Pricing is quote-based, with no free plan or trial. Key capabilities include Smart Response, Themes with GenAI, Root Cause Assist, and Intelligent Summaries, alongside unified signal capture, text analytics, employee experience feedback, and ROI and business impact reporting that ties experience metrics to outcomes. Cross-role insight delivery routes findings to the people positioned to act on them. Medallia fits large organizations running voice-of-the-customer programs where frontline employees, not just central teams, act on feedback.
In practice, users log into Medallia to view dashboards populated by incoming feedback from surveys, contact centers, social channels, and other sources. The platform consolidates this data into role-specific views, so a frontline manager sees different information than a VP of CX. From those views, users can respond to individual customers, review emerging themes, and drill into what's driving scores — all without exporting data to separate analytics tools.
Mediallia highlights four specific AI capabilities: Smart Response, which generates personalized replies to close customer feedback loops quickly; Themes with GenAI, which automatically groups and labels topics across large volumes of text without manual tagging; Root Cause Assist, which identifies the drivers behind experience scores without requiring an analyst to run the query; and Intelligent Summaries, which condense large sets of unstructured text into brief, readable outputs. The platform is positioned in the Gartner Magic Quadrant for Voice of the Customer Platforms as a Leader.
Medallia targets large enterprises across hospitality, financial services, retail, life sciences, and other sectors — its referenced customers include Best Western, H&R Block, and Johnson & Johnson. Pricing is not published and requires contacting sales, which is standard for enterprise software in this category. Competitors in the Voice of the Customer and CX management space include Qualtrics, InMoment, and Sprinklr.
Medallia is delivered as a web-based SaaS platform. It is built to integrate across organizational structures and data sources, and the vendor claims it can adapt to complex enterprise environments with varied team hierarchies and feedback channels.
A suite of AI tools designed so employees at any level, not just analysts, can interpret and act on experience data without training.
Converts large volumes of unstructured text feedback into instant, actionable summaries.
Uses AI to dig into customer signal data and surface underlying drivers without requiring an analyst.
Generates personalized, branded reply drafts automatically to close the loop with customers in seconds.
Automatically surfaces emerging themes across text analytics without manual tagging.
Adapts to complex organizational structures to capture every signal and deliver relevant insights to each role.
Provides economic impact studies and ROI data showing cost savings and growth from platform use.
Analyzes unstructured text feedback to surface trends and themes automatically.
Captures service-desk and employee feedback to help organizations improve the employee experience.
Unifies every customer signal across touchpoints into a single platform for analysis.
Serves as a Voice of the Customer platform recognized by industry analysts for capturing and acting on customer feedback.
Medallia is an enterprise experience management platform with no public pricing. All plans require contacting their sales team for a custom quote.
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Common questions answered by our AI research team
Pricing is quote-based through Medallia's sales team with no public prices. Plans are priced by Experience Data Record (EDR) in annual tiers; an EDR covers all data from one discrete customer or employee interaction.
Medallia's Frontline-Ready AI includes Smart Response for AI-generated branded replies, Themes with GenAI theme surfacing, Root Cause Assist driver analysis, and Intelligent Summaries for automated text analytics.
Yes. Medallia offers Employee Listening and Employee Activation suites alongside its customer experience modules, plus contact center tools like Agent Connect for coaching and Intelligent Callback (Mindful).
The Medallia Platform ships with a built-in Integration Layer module and a developer portal. Its Comprehensive Feedback Capture ingests hundreds of signals, including surveys, speech, social, digital, and video feedback.
Medallia advertises enterprise-grade security with data protection. PII detection and an anti-cheating engine are included as standard security features in every Experience Data Record pricing tier.
