Medallia is a leading customer experience (CX) management platform that helps businesses understand and improve how customers, employees, and stakeholders experience their brand. By collecting real-time feedback across channels and using advanced AI to analyze it, Medallia empowers organizations to take meaningful action that drives loyalty, retention, and growth.
The platform is trusted by global brands in industries such as hospitality, retail, healthcare, financial services, and telecommunications. Medallia’s tools allow companies to monitor experience signals from every touchpoint—digital, contact centers, in-person interactions, and beyond.
Features
Medallia offers a powerful set of features centered on experience management, feedback analytics, and real-time action.
Its core capability is omnichannel feedback collection, which includes surveys, web and mobile intercepts, social media listening, contact center recordings, and IoT signals. Users can capture input through email, SMS, in-app surveys, kiosks, and other digital channels.
The platform uses Medallia AI to process structured and unstructured data, detect sentiment, and identify patterns across millions of interactions. This enables businesses to understand the root causes of customer satisfaction, churn, or loyalty.
Text analytics and speech analytics help extract insights from written and spoken feedback, including contact center transcripts, chat logs, and voice calls.
The platform’s Action Intelligence engine routes insights to the right teams in real time, allowing organizations to close the loop quickly and improve experiences while they happen.
Medallia also supports employee experience (EX) programs to track engagement, productivity, and sentiment within the workforce, making it a unified solution for both CX and EX.
How It Works
Medallia starts by integrating with existing business systems like CRM platforms (Salesforce), contact centers, websites, and mobile apps. Once connected, it begins collecting experience data across all touchpoints.
AI models analyze feedback in real time, scoring sentiment, flagging trends, and surfacing anomalies that may require immediate attention.
Insights are delivered through customizable dashboards, alerts, and automated reports. Stakeholders at all levels—from frontline employees to executives—receive role-based access to data relevant to their function.
Teams can take action directly from within Medallia’s interface, creating follow-ups, assigning tasks, or launching recovery workflows when needed.
For deeper engagement, Medallia offers predictive analytics, which use past behavior and feedback to forecast outcomes like churn risk or customer lifetime value.
Use Cases
Medallia serves a wide range of industries and teams focused on improving experiences and performance.
Retail brands use Medallia to capture post-purchase feedback, understand in-store and online shopping behavior, and increase customer retention.
Hotels and hospitality providers use the platform to monitor guest satisfaction in real time, resolve issues on-site, and improve service consistency.
Healthcare organizations rely on Medallia to collect patient experience data and meet quality and compliance goals.
Financial institutions use the platform to enhance digital banking experiences, reduce customer friction, and improve support responsiveness.
Telecom companies monitor customer service interactions, product usage trends, and service quality to lower churn and improve customer satisfaction.
HR departments use Medallia for employee pulse surveys, onboarding feedback, and engagement tracking to improve culture and retention.
Pricing
Medallia does not publicly list pricing on its website, as costs vary depending on the organization’s size, industry, number of users, and use cases.
Typically, pricing is customized and offered through consultation. It includes:
Access to core CX and EX platforms
Add-ons for AI-powered analytics and predictive modeling
Integration capabilities with third-party tools
Advanced support and onboarding services
Interested businesses can request a demo or quote via medallia.com.
Strengths
Medallia’s key strength is its comprehensive, real-time approach to experience management. It captures data from every interaction point and uses AI to transform feedback into immediate, actionable insights.
The platform supports both customer and employee experiences, making it a holistic solution for improving relationships across the business.
Its advanced analytics, including sentiment detection and predictive insights, provide strategic value that goes beyond simple survey analysis.
Medallia is known for its robust integrations, user-friendly dashboards, and scalability across global enterprise environments.
Drawbacks
As a full-featured enterprise platform, Medallia can be expensive and complex for small businesses or teams with limited resources.
Initial setup and customization may require consulting or IT support, depending on the depth of integrations and data architecture.
The wide range of features can present a steep learning curve for users unfamiliar with enterprise-level CX tools.
Some organizations may prefer lighter-weight tools for niche use cases, especially if their feedback volumes are low or confined to one channel.
Comparison with Other Tools
Medallia competes with other leading experience management platforms like Qualtrics, SurveyMonkey Enterprise, InMoment, and Clarabridge (now part of Qualtrics).
Compared to Qualtrics, which is heavily research- and survey-driven, Medallia provides more real-time operational feedback and is favored in industries like hospitality and telecom.
SurveyMonkey Enterprise is easier to use and more cost-effective for small teams but lacks Medallia’s depth in AI and multi-channel analytics.
InMoment also offers AI-powered feedback analysis but is generally more focused on voice-of-the-customer programs than full CX transformation.
Medallia sets itself apart with real-time alerts, actionable workflows, and a balanced focus on both customer and employee experience.
Customer Reviews and Testimonials
Medallia is widely praised for improving customer satisfaction, employee engagement, and operational efficiency.
Enterprise clients report measurable improvements in NPS (Net Promoter Score), CSAT (Customer Satisfaction), and retention within months of implementation.
Users appreciate the depth of insights, the timeliness of alerts, and the ability to act on feedback immediately.
Case studies highlight brands like Hilton, PayPal, and Comcast using Medallia to reduce churn, increase loyalty, and elevate brand reputation.
While some users mention the platform’s complexity, most agree that the value of its insights far outweighs the learning curve.
Conclusion
Medallia is a powerful experience management platform that helps organizations listen, understand, and act on feedback from customers and employees in real time. By combining multi-channel data collection with AI-driven insights, Medallia transforms raw experience data into business growth and customer loyalty.
Whether you’re in hospitality, retail, finance, or healthcare, Medallia provides the tools needed to improve every interaction and drive measurable outcomes.
If your organization is ready to turn feedback into action and deliver world-class experiences, Medallia is a proven, enterprise-ready solution worth exploring.
