Medallia is a customer experience management (CEM) platform that captures customer feedback across various channels, analyzes it, and provides actionable insights to improve customer experience and loyalty. Its key differentiator is its text analytics engine, which uses AI and machine learning to understand customer sentiment and identify key drivers of satisfaction and dissatisfaction.
Social Handles:
- LinkedIn: https://www.linkedin.com/company/medallia
- Twitter: https://twitter.com/Medallia
- Facebook: https://www.facebook.com/MedalliaInc
- Instagram: https://www.instagram.com/medallia/
- YouTube: https://www.youtube.com/user/MedalliaInc
Key Features:
- Multi-Channel Feedback Collection: Surveys, social media listening, web analytics, contact center interactions.
- Text Analytics & Sentiment Analysis: AI-powered analysis of unstructured data to identify trends and insights.
- Predictive Analytics: Forecasting customer behavior and identifying at-risk customers.
- Workflow Automation: Automating tasks and closing the loop with customers.
- Reporting & Dashboarding: Visualizing data and tracking key metrics.
- Employee Experience Management: Tools for measuring and improving employee engagement.
Brief History:
Medallia was founded in 2001 with a focus on helping companies capture and analyze customer feedback. Initially focused on the hospitality industry, the company expanded to serve a wider range of industries, including retail, financial services, and healthcare. Through acquisitions and product development, Medallia has evolved into a comprehensive experience management platform. They went public in 2019 (MDLA) and then were acquired by Thoma Bravo, a private equity firm, in 2021.
Competitors:
- Qualtrics
- InTouch
- SurveyMonkey
- Confident
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