This article was written by Greg Kihlström for CMSWire. Read the full article here.
The company’s innovation roadmap reflects a broader shift in CX from analysis to accountability.
LAS VEGAS — Returning to the Wynn Las Vegas Resort this week for Medallia Experience ’26 gave us invites into both how the company is evolving as well as how the practice of customer experience has and will continue to evolve as AI continues to be adopted by both brands and consumers, and as the profession of CX grows in maturity.
Medallia’s 2026 innovation agenda focuses on removing technical barriers. The goal is to shift from research-heavy tools to instant, democratized action for every employee — from the C-suite to the contact center. Additionally, much of the product announcements build on their “Frontline-Ready AI” designed to let business users “talk” to their data and automate complex analysis.
This article was written by Greg Kihlström for CMSWire. Read the full article here.
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