Medallia is an American customer and employee experience management company based in San Francisco, California.
Medallia provides software-as-a-service (
SaaS
Software as a service (SaaS ) is a cloud computing service model where the provider offers use of application software to a client and manages all needed physical and software resources. SaaS is usually accessed via a web application. Unlike oth ...
) customer experience management (
CEM
Cem Sultan (1459–1495) was a prince of the Ottoman Empire.
Cem or CEM may also refer to:
Colleges
* College of Eastern Medicine, a branch of Southern California University of Health Sciences, in Los Angeles, California, US
* College of Eme ...
) and employee experience management (
employee engagement
Employee engagement is a fundamental concept in the effort to understand and describe, both qualitatively and quantitatively, the nature of the relationship between an organization and its employees. An "engaged employee" is defined as one who ...
) software to hospitality, retail, financial services, high-tech, and business-to-business (
B2B) companies internationally.
Overview
As part of a customer experience management (
CX or
employee engagement
Employee engagement is a fundamental concept in the effort to understand and describe, both qualitatively and quantitatively, the nature of the relationship between an organization and its employees. An "engaged employee" is defined as one who ...
) program, Medallia's
cloud-based
Cloud computing is "a paradigm for enabling network access to a scalable and elastic pool of shareable physical or virtual resources with self-service provisioning and administration on-demand," according to International Organization for ...
customer experience (
CX) software platform captures
voice of the customer
In marketing and quality management, the voice of the customer (VOC) summarizes customers' expectations, preferences and aversions.
A widely used form of customer's voice market research produces a detailed set of customer wants and needs, organ ...
feedback across Web, social, mobile, and
contact center channels, analyzes it in real-time, and provides action workflows to executive, central and front-line teams for
customer satisfaction
Customer satisfaction is a term frequently used in marketing to evaluate customer experience. It is a measure of how products and services supplied by a company meet or surpass customer expectation. Customer satisfaction is defined as "the number ...
,
customer loyalty
In marketing and consumer behaviour, brand loyalty describes a consumer's persistent positive feelings towards a familiar brand and their dedication to purchasing the brand's products and/or services repeatedly regardless of deficiencies, a co ...
,
Net Promoter scores and overall business performance.
Medallia provides a platform for
social
Social organisms, including human(s), live collectively in interacting populations. This interaction is considered social whether they are aware of it or not, and whether the exchange is voluntary or not.
Etymology
The word "social" derives fro ...
, text, video, speech, messaging and online feedback.
The software analyzes feedback from Facebook, Twitter, and other major review sites (e.g., TripAdvisor) alongside solicited feedback data from surveys and contact centers. In addition to social media feedback and analysis, as well as
mobile feedback and engagement, capabilities of the company's product include survey creation and management,
text analytics
Text mining, text data mining (TDM) or text analytics is the process of deriving high-quality information from plain text, text. It involves "the discovery by computer of new, previously unknown information, by automatically extracting information ...
and dashboarding, and direct goals and
action management
Management (or managing) is the administration of organizations, whether businesses, nonprofit organizations, or a government bodies through business administration, nonprofit management, or the political science sub-field of public administra ...
.
History
Founded in 2001, Medallia's founders, Borge Hald and Amy Pressman, were motivated to start the company after consulting to executives of
Fortune 500
The ''Fortune'' 500 is an annual list compiled and published by ''Fortune (magazine), Fortune'' magazine that ranks 500 of the largest United States Joint-stock company#Closely held corporations and publicly traded corporations, corporations by ...
companies about consumer-company relationships.
Kampyle was acquired by Medallia in October 2016.
was acquired by Medallia in 2019. In July 2019, Medallia went public on the NYSE led by new CEO Leslie James Stretch .
In April 2020, Medallia acquired voice-to-text specialist Voci Technologies for $59 million.
In October 2021,
Thoma Bravo
Thoma Bravo, LP is an American private equity and growth capital firm based in Chicago, Illinois. It is known for being particularly active in acquiring enterprise software companies and has over $130billion in assets under management .
It ...
completed acquisition of Medallia in an all cash transaction valued at $6.4 billion.
Sponsorship
Medallia sponsors Pip Hare Ocean Racing, a competitor in the 2020 and 2024 Vendée Globe ocean race, a solo, unassisted round-the-world race in 60 ft monohull sailboats.
See also
*
Customer experience (CX)
*
Customer feedback management services
References
Further reading
*
External links
*
{{Authority control
Software companies based in the San Francisco Bay Area
Companies based in San Francisco
2001 establishments in California
American companies established in 2001
Software companies established in 2001
Customer relationship management software companies
Cloud computing providers
Human resource management software
2019 initial public offerings
Companies formerly listed on the New York Stock Exchange
Software companies of the United States
2021 mergers and acquisitions
Thoma Bravo companies