Medallia is the leading enterprise experience management platform, used by global enterprises to capture customer and employee feedback across every touchpoint — digital, in-store, contact centre, and field service — analyse it with AI to surface actionable insights, and route the right information to the right employees to drive immediate service recovery and long-term experience improvement.
Product Overview
Medallia's enterprise scale and breadth sets it apart from SMB-focused feedback tools: where Typeform and Delighted serve individual teams collecting NPS surveys, Medallia manages experience feedback programmes for organisations with millions of customer interactions per day across dozens of touchpoints. Its signal capture layer collects feedback from post-purchase email surveys, in-app digital surveys, contact centre call recordings, social media mentions, chat transcripts, and in-location kiosk interactions — analysing all signals through a unified AI engine that identifies experience themes, sentiment patterns, and drivers of satisfaction or churn. Medallia's text analytics engine processes open-ended responses in 100+ languages, identifying the recurring themes and specific pain points that structured survey questions miss. Its action management layer routes specific feedback signals to the frontline employees who can act on them — a negative comment about a specific store associate is routed to the store manager, while a pattern of product complaints is escalated to the product team — creating a closed-loop feedback system at enterprise scale.
Key Features
- Omnichannel Signal Capture: Collect feedback from email, in-app, contact centre, in-store, and social channels — unified customer signal in one platform.
- AI Text Analytics: Process open-ended feedback in 100+ languages — identify themes, sentiment, and experience drivers at scale automatically.
- Closed-Loop Action Management: Route specific feedback to the right employee for immediate follow-up — service recovery triggered by the feedback signal itself.
- Experience Driver Analysis: Identify which experience factors most strongly drive NPS, CSAT, and churn — prioritise improvement investments by impact.
- Employee Experience: Capture and analyse employee feedback alongside customer feedback — connect EX and CX programmes in a unified platform.
Best For
Global enterprises with high-volume, multi-touchpoint customer interactions that need an industrial-strength experience management platform — particularly those in retail, financial services, hospitality, and telecoms with complex CX programmes.
Pricing
Custom enterprise pricing. Large enterprise positioning. Contact for demo.
Key Integrations
Salesforce, ServiceNow, Adobe Experience Cloud, Microsoft Dynamics, SAP, Slack, Microsoft Teams, Zendesk, Qualtrics, Tableau
Pros
- Omnichannel signal capture is unmatched in breadth — covers every customer touchpoint in one platform
- AI text analytics at enterprise scale processes millions of open-ended responses accurately
- Closed-loop action management creates immediate service recovery from negative signals
- Combined CX and EX measurement connects employee and customer experience programmes
Cons
- Enterprise pricing is among the highest in the feedback category — primarily justified for global enterprises
- Implementation complexity requires significant professional services investment
- Overkill for companies without high-volume, multi-touchpoint customer interactions
