Medallia Experience Cloud Overview

Medallia Experience Cloud is a SaaS platform for customer experience management that enables companies to capture customer feedback across a multitude of channels and touchpoints, understand it in real-time, and drive action everywhere. It helps customers reduce churn, turn detractors into promoters and buyers, create in-the-moment cross-sell and up-sell opportunities and drive revenue-impacting business decisions, providing clear and potent returns on investment.

It aims to lead the market in helping organizations understand, manage and improve the experiences of their customers, employees, and citizens. It is equipped with the most comprehensive capabilities for capturing feedback and experience signals wherever customers are interacting, including email, social, digital web and in-app, conversational messaging and connected devices. Medallia Athena brings AI and machine learning to the platform, detecting patterns, uncovering issues and new business opportunities, and predicting behavior, all to focus attention for smarter business decisions.

Some of its features include engagement and feedback management, real-time analytics and personalized reporting, action management, text analytics, social review and reputation management, artificial intelligence and predictive analytics, real-time and bulk integrations, end-to-end data protection, self-service administration and more.

Cuspera Reviews

140 buyers and buying teams have used Cuspera to assess how well Medallia Experience Cloud solved their Customer Feedback Management needs. Cuspera uses 2788 insights from these buyers along with peer reviews, customer case studies, testimonials, expert blogs and vendor provided installation data to help you assess the fit for your specific Customer Feedback Management needs.

Business Priorities

360 Degree View Of Customers and Acquire Customers are the most popular business priorities peers achieved using Medallia Experience Cloud.

Other priorities:

  • Improve Efficiency
  • Improve Brand Engagement
  • Enter New Markets Internationally Or Locally
  • Insights From Customer Experience Data
  • Increase Sales & Revenue
  • Scale Best Practices
  • Improve Product Experience
  • Grow Market Share
  • Improve ROI
  • Improve Employee Experience
  • Manage Risk
  • Improve Stakeholder Relations
  • Improve Visibility
See all business priorities See less business priorities

Use Cases

Peers recommend Collecting Direct Feedback , Engaging Conversational Surveys , Rating And Review Management , as the business use cases that they have been most satisfied while using Medallia Experience Cloud.

Read Peer Reviews and Expert Experience for Business Use Cases

BUSINESS USE CASES RATINGS CUSTOMER AND EXPERT EXPERIENCES
Collecting Direct Feedback with Promotions

4.66/5

Read Reviews (344)

"...*Net Promoter, Net Promoter Score and NPS are registered trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc. ..." Case Study Holiday Inn Club Vacations
measuring net promoter score

4.66/5

Read Reviews (119)

"...Net Promoter, Net Promoter Score and NPS are registered trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems,..."
Measuring CSAT

4.83/5

Read Reviews (35)

"...Voci transcribes 100% of live and recorded calls into text that can be analyzed quickly to determine customer satisfaction, adding a powerful set of signals to the Medallia Experience Cloud, said Leslie Stretch, president and CEO of Medallia, in a statement...."
Engaging Conversational Surveys

4.13/5

Read Reviews (158)

"...Club s fulfill its vision of engaging in two-way dialogue with members...." Case Study Sam’s Club
engaging and following up

4.08/5

Read Reviews (119)

"...To drive awareness and engagement, they branded their program Voice of the Customer which is now embedded in the culture of the company. ..."
Rating And Review Management with Social Media, Review Sites and Website

4.30/5

Read Reviews (34)

"...As a result of feedback via Medallia and online reviews platforms like TripAdvisor, the company removed roughly 80,000 rooms domestically specifically because they didn t meet the company s brand standards. ..." Traveler Sentiment Tracking Gets Spotlight With Medallia s Intent to Go Public
PEER EXPERIENCES
Collecting Direct Feedback with Promotions

4.66/5

Read Reviews (344)

"...*Net Promoter, Net Promoter Score and NPS are registered trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc. ..." Case Study Holiday Inn Club Vacations
measuring net promoter score

4.66/5

Read Reviews (119)

Measuring CSAT

4.66/5

Read Reviews (35)

Engaging Conversational Surveys

4.13/5

Read Reviews (158)

"...Club s fulfill its vision of engaging in two-way dialogue with members...." Case Study Sam’s Club
engaging and following up

4.13/5

Read Reviews (119)

Rating And Review Management with Social Media, Review Sites and Website

4.30/5

Read Reviews (34)

"...As a result of feedback via Medallia and online reviews platforms like TripAdvisor, the company removed roughly 80,000 rooms domestically specifically because they didn t meet the company s brand standards. ..." Traveler Sentiment Tracking Gets Spotlight With Medallia s Intent to Go Public

54+ more Business Use Cases

Our AI advisor, Wyz, harnessed 2788 insights from peers and experts to help you assess how these Medallia Experience Cloud use cases fit your Customer Feedback Management needs.

Customer Testimonials

CUSTOMERS TESTIMONIALS

Nicole Myers

Vice President, Customer Experience

Holiday Inn Club Vacations

Listening to the voice of our guests/owners has enabled us to take swift, meaningful action in these unpredictable times. There was no road map to a world-wide pandemic and their input gave us confidence in our next steps. Testimonial By Nicole Myers

John White

Head of Customer Experience

Deliveroo

Medallia has empowered us to create a more robust measurement approach that helps us identify the customer experience improvements that matter most to our business. Testimonial By John White

Aisling Hassell

Head of Global Customer Experience

Airbnb

One of the beauties of having all the feedback in one source, is really you can put that feedback into the hands of people who can action it. Testimonial By Aisling Hassell
CUSTOMERS TESTIMONIALS

Nicole Myers

Vice President, Customer Experience

Holiday Inn Club Vacations

Listening to the voice of our guests/owners has enabled us to take swift, meaningful action in these unpredictable times. There was no road map to a world-wide pandemic and their input gave us confidence in our next steps. Testimonial By Nicole Myers

John White

Head of Customer Experience

Deliveroo

Medallia has empowered us to create a more robust measurement approach that helps us identify the customer experience improvements that matter most to our business. Testimonial By John White

Aisling Hassell

Head of Global Customer Experience

Airbnb

One of the beauties of having all the feedback in one source, is really you can put that feedback into the hands of people who can action it. Testimonial By Aisling Hassell

Case Studies

COMPANY CASE STUDIES
Case Study Hilton

How Hilton Worldwide became a customer experience leader

Read More
Case Study Johnson & Johnson (J&J)

Johnson & Johnson leverages service-desk feedback signals to improve the employee experience

Read More
Case Study Walmart Mexico

Putting the customer at the center of ecommerce experiences at Walmart Mexico

Read More

Medallia Experience Cloud Pricing

Last updated Feb 26, 2021

Medallia is an enterprise scale Experience Management Platform. It is a robust experience management platform that provides deep insights. It provides a number of options to capture signals and many modules for insights - text analytics, action insights and Insights Suite. Through Medallia Xchange, it offers many pre-configured apps, components and integration that are suited for various B2B and B2C solutions. The pricing is dependent on the scale, configurations and components. You can get in touch with the Medallia sales team for a demo before deciding on the solution.

Starting Price:
Price on Request
Free Trial Available?
NO
Trial Period
NA
Demo Version Available?
YES
Free Version Available?
NO

Value For Money Meter

?

Medallia primarily caters to enterprise class customers and its deployments are backed by solid professional services. Their customers appreciate the high quality of professional services. Hence, Medallia is not so much for small scale companies as it can be seen as heavy weight in terms of its features and pricing. The customer support is found to be excellent by their users. Medallia provides extensive online training material and certification programs and their resources pages are rich in content.

Low Medium High

Customer Support

High

Deployment

Medium

Training

High

Add on

High

For More Information , read here or request a custom quote below

Popular Business Setting

for Medallia Experience Cloud

Top Industries

  • Hospitality
  • Information Technology and Services
  • Computer Software

Popular in

  • Large Enterprise
  • Enterprise
  • Small Business

Peers used Medallia Experience Cloud to 360 degree view of customers and Acquire customers

Peer and Expert Opinion on Features

for Medallia Experience Cloud

  • Low
  • Medium
  • High
FEATURES RATINGS AND REVIEWS
Embedded survey forms

4.26/5

Read Reviews (188)
Personalization

4.20/5

Read Reviews (88)
Dashboard

4.45/5

Read Reviews (41)
Alerts: popups & Notifications

4.19/5

Read Reviews (28)
Recording

4.69/5

Read Reviews (14)
FEATURES RATINGS AND REVIEWS
Embedded survey forms

4.26/5

Read Reviews (188)
Personalization

4.20/5

Read Reviews (88)
Dashboard

4.45/5

Read Reviews (41)
Alerts: popups & Notifications

4.19/5

Read Reviews (28)
Recording

4.69/5

Read Reviews (14)

IT and Other Capabilities

for Medallia Experience Cloud

  • Low
  • Medium
  • High
CAPABILITIES (DATA) RATINGS AND REVIEWS
Data Export

4.45/5

Read Reviews (81)
Data Import

4.08/5

Read Reviews (151)
CAPABILITIES (DATA) RATINGS AND REVIEWS
Data Export

4.45/5

Read Reviews (81)
Data Import

4.08/5

Read Reviews (151)
CAPABILITIES (SUPPORT) RATINGS AND REVIEWS
Phone Support

4.57/5

Read Reviews (30)
Chat Support

4.19/5

Read Reviews (18)
24/7 Support

4.18/5

Read Reviews (181)
Email Support

4.15/5

Read Reviews (14)
CAPABILITIES (SUPPORT) RATINGS AND REVIEWS
Phone Support

4.57/5

Read Reviews (30)
Chat Support

4.19/5

Read Reviews (18)
24/7 Support

4.18/5

Read Reviews (181)
Email Support

4.15/5

Read Reviews (14)
CAPABILITIES (OTHER) RATINGS AND REVIEWS
AI Powered

4.54/5

Read Reviews (56)
Analytics

4.28/5

Read Reviews (389)
Custom Reports

4.05/5

Read Reviews (392)
CAPABILITIES (OTHER) RATINGS AND REVIEWS
AI Powered

4.54/5

Read Reviews (56)
Analytics

4.28/5

Read Reviews (389)
Custom Reports

4.05/5

Read Reviews (392)

Software Failure Risk Guidance

?

for Medallia Experience Cloud

Overall Risk Meter

Low Medium High

Top Failure Risks for Medallia Experience Cloud

Vendor Profile Details

Company Name

Medallia

Company Website

https://www.medallia.com/

Year Founded

2001

HQ Location

200 W 41st Street New York, NY 10036 USA

Employees

1001-5000

Social

Financials

IPO