Medallia Experience Cloud is a leading SaaS platform designed to help organisations understand and improve customer and employee experiences. By capturing feedback signals from various channels—such as email, SMS, web chat, social media, and in-app interactions—Medallia provides a 360-degree view of the customer journey. Its AI-powered analytics engine, Athena, processes this data in real time to uncover trends, predict behaviours, and recommend next-best actions to enhance engagement. This enables businesses to act proactively on customer needs and improve operational efficiency.
Built for scalability, Medallia integrates seamlessly with popular tools like Salesforce, Slack, and Zendesk while offering robust APIs for custom workflows. The platform supports closed-loop feedback systems to ensure issues are resolved effectively and customers feel heard. With advanced reporting dashboards and role-based insights, organisations can empower employees at every level—from frontline staff to executives—to make data-driven decisions. Whether it’s reducing churn, increasing cross-sell opportunities, or improving employee satisfaction, Medallia equips businesses with the tools needed to drive measurable outcomes.
✅ Multi-channel feedback collection (email, SMS, social media)
✅ AI-driven insights with Athena for predictive analytics
✅ Closed-loop feedback management for issue resolution
✅ Real-time dashboards with role-based reporting
✅ Integration with Salesforce, Zendesk, Slack, and more
⚡ Setup Time: Typically implemented in weeks or months (depending on complexity)
⏱ Time Saved: Up to 10+ hours weekly through automation
🛠 Integration Difficulty: Moderate; onboarding support available
💰 Return on Investment: Can deliver ROI within 3 years; Up to 732%
📘 Ease of Use: Intuitive dashboards; training recommended for advanced features
In the healthcare sector, Medallia’s Ambulatory Patient Experience Suite helps providers enhance patient care by collecting real-time feedback across digital, telehealth, and in-person interactions. For example, ambulatory care centres use Medallia to prioritise high-risk patients through video communication platforms while resolving service recovery issues quickly. This ensures that providers can address patient concerns proactively, improving health outcomes and patient satisfaction.
Medallia also supports healthcare payers by capturing feedback from members and providers to identify systemic issues and improve processes. Insurers can use these insights to reduce churn by addressing pain points like claim processing delays or poor communication during member onboarding. Additionally, AI-powered recommendations help healthcare organisations personalise patient engagement strategies, ensuring that members receive timely information about their care plans or benefits.
Retailers rely on Medallia to improve customer satisfaction by capturing feedback across in-store and digital channels. For example, DICK’S Sporting Goods used Medallia for Digital to understand why customers abandoned their shopping carts. By combining survey data with Adobe Analytics insights, the company identified key issues and improved the online shopping experience, turning abandoned carts into completed purchases Similarly, Joann Stores used Medallia to centralise customer feedback from physical stores, online platforms, and call centres. With actionable insights from real-time feedback, Joann achieved a 75% incident closure rate within 72 hours and improved customer satisfaction across its nationwide operations
Medallia also empowers retailers to personalise customer interactions at scale by using AI-driven insights. For instance, it can identify high-value customers and send targeted promotions or recommendations based on their browsing history or purchase patterns. This approach not only increases sales but also fosters long-term loyalty
Medallia Experience Cloud is a game-changer for the hospitality and travel industry, enabling hotels and resorts to capture and act on guest feedback in real time. For instance, Prestige Hotels and Resorts implemented Medallia Go to optimise guest experiences by collecting feedback across multiple touchpoints, such as check-in, dining, and checkout. This data allows staff to identify pain points and address them immediately, ensuring a seamless guest journey. Additionally, global hospitality brands use Medallia’s Satisfaction and Loyalty Tracking (SALT) program to monitor guest satisfaction daily. By leveraging real-time insights, frontline teams can resolve issues like room cleanliness or service delays before they escalate
Travel operators can also benefit from Medallia’s predictive analytics to personalise offers based on customer preferences. For example, by integrating with CRM systems, Medallia helps travel companies upsell premium services like room upgrades or exclusive tours. Moreover, its AI-powered tools enable proactive engagement with guests through automated messages about local attractions or itinerary updates, enhancing the overall travel experience.
Educational institutions leverage Medallia to improve student experiences across both physical campuses and online learning platforms. For example, Talisis used Medallia to transition smoothly to 100% online learning during the pandemic while maintaining high levels of student satisfaction. By addressing student requests within 24 hours through a Voice of the Customer program, Talisis ensured a seamless educational experience despite the challenges of remote learning.
Universities can also use Medallia to enhance faculty and staff engagement through Voice of the Employee programs. These initiatives enable institutions to collect feedback from educators about their work environment or teaching tools and implement improvements that boost morale and productivity. Additionally, Medallia’s analytics help administrators identify trends in student feedback—such as dissatisfaction with course materials or scheduling conflicts—allowing them to make data-driven decisions that enhance academic outcomes.
Explore detailed pricing options and find the perfect plan for your needs
Pricing details are currently not publicly available. Please visit the product website to enquire about a demo and receive a quote tailored to your needs.
Commonly asked questions about this tool by businesses
Medallia uses an Experience Data Record (EDR) pricing model based on discrete interactions between customers/employees and the organisation.
Yes. It integrates seamlessly with popular platforms like Salesforce Sales Cloud, Zendesk Suite, Slack, Tableau, ServiceNow, and more.
Absolutely. The platform includes advanced text analytics and speech recognition capabilities to process unstructured data from surveys or call transcripts.
While primarily designed for enterprise-scale organisations due to its robust features and pricing structure, smaller businesses may benefit from its basic plans depending on their needs.
Medallia provides email/help desk support along with live chat options. Premium plans include dedicated account managers and 24/7 support services.
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