Medallia / medallia.com
AI-powered experience management platform that captures customer and employee feedback across all channels, uses speech and text analytics to surface insights, and enables action through workflow integration.
Pricing
Free
Free plan
No
Category
Developer Tools
Platforms
3
Free plan
No
API access
No
Open source
No
Platforms
3
Medallia is an enterprise experience management platform that competes with Qualtrics for the customer and employee experience analytics market, with particular strength in omnichannel feedback capture — surveys, contact centre calls, social media, digital behaviour, and operational data in one platform.
Medallia's AI capabilities focus on text and speech analytics at scale. Ask Medallia, the generative AI assistant, allows experience teams to ask natural language questions about their customer and employee data — 'what are the top themes in customer dissatisfaction this quarter?' — and receive AI-generated narrative answers synthesising insights from across feedback sources.
Speech analytics analyses contact centre call recordings for customer sentiment, issue topics, and agent performance — integrating call centre insights with survey feedback for a more complete customer experience picture than survey-only platforms.
Predictive analytics uses ML to identify which customers are at highest churn risk, which employees are most likely to leave, and which experience factors most drive loyalty — enabling proactive intervention rather than responding to departures already in progress.
Medallia Conversations provides in-app and website conversational feedback collection — triggered chat-based surveys during digital experiences that capture contextual feedback in the moment rather than via follow-up email surveys.
Medallia AI runs as ml platform software built around text and audio workflows. Users typically start with a prompt, upload, or connected data source, and the underlying model handles the heavy lifting before returning a result you can refine or export. It's available on web, ios, and android.
The capabilities that matter most for teams evaluating Medallia AI.
GenAI assistant answering natural language questions about CX and EX data, synthesising insights from surveys, calls, and digital feedback channels in accessible narrative format.
Analysis of contact centre call recordings for customer sentiment, issue topics, and correlation with survey-measured experience, connecting call centre and CX programme data.
ML identification of at-risk customers and employees based on experience signals, enabling proactive intervention before churn or departure events occur.
Enterprise licensing. No public pricing. Annual contracts. Demo available.
Model
Enterprise
Starting price
Free
Free trial
Yes
Qualtrics XM AI (rank 495) is the primary competitor with comparable capabilities and stronger survey research heritage. Sprinklr provides social-first experience analytics. InMoment provides mid-market experience management. SurveyMonkey Enterprise provides accessible survey analytics.
A side-by-side look at the closest alternative in this category.
Key facts about model providers, platforms, and team support.
Model Provider
OpenAI, Medallia
Platforms
Web, iOS, Android
Deployment
SaaS
Integrations
Salesforce, ServiceNow, Workday, Zendesk, Contact centre platforms, API
Team Collaboration
Yes
Launch Year
2022
Compliance signals and data-handling notes as reported by the vendor.
SOC 2 Type II. ISO 27001. GDPR compliant. FedRAMP authorised. HIPAA eligible. Enterprise data handling agreements.
Customer and employee feedback data processed under Medallia's enterprise data handling policy. GDPR and CCPA compliance for respondent data. HIPAA BAA available for healthcare deployments.
Editorial Verdict
Medallia is the leading AI experience management platform for enterprises with sophisticated omnichannel feedback needs and contact centre analytics integration requirements.
Last verified July 24, 2026.
Customers including Airbnb, BMW, and Hilton validate Medallia at major consumer brand scale across travel, hospitality, and technology.
Enterprise licensing. No public pricing. Annual contracts. Demo available.
Enterprise licensing. No public pricing. Annual contracts. Demo available.
SOC 2 Type II. ISO 27001. GDPR compliant. FedRAMP authorised. HIPAA eligible. Enterprise data handling agreements.
SOC 2 Type II. ISO 27001. GDPR compliant. Enterprise data handling agreements.
Customer and employee feedback data processed under Medallia's enterprise data handling policy. GDPR and CCPA compliance for respondent data. HIPAA BAA available for healthcare deployments.
Customer and employee feedback data processed on InMoment's infrastructure. Review data handling for sensitive customer and employee information in experience programmes.
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