Medallia Scales Enterprise AI Adoption and Measurable Productivity with New Frontline-Ready AI™ Capabilities

Medallia, Inc., the leading AI-driven platform for experience transformation, announced the general availability of new Frontline-Ready AI capabilities that are already delivering transformational productivity for global enterprise customers. Building on its recent commitment to accelerated innovation, Medallia is moving enterprise-grade AI from proof-of-concept to production at scale. With more than 40% of its top 300 customers, including 6 of the Top 10 Hospitality brands, already leveraging generative AI features less than 12 months from initial launch, Medallia is rapidly bridging the ‘GenAI divide.’ Unlike bolted-on solutions, Medallia’s Frontline-Ready AI is natively embedded into existing operational infrastructure, ensuring secure, compliant, and integrated deployment for the world’s most complex organizations.

Enterprise Outcomes By the Numbers

• More than 40% of Medallia’s top 300 enterprise customers — representing more than $200M in software ACV — have enabled generative AI in less than 12 months
• 80% time saved annually by frontline teams using Smart Response to manage customer feedback at scale, with no additional headcount
• 400% average time saved with Intelligent Summaries for conversational data, compressing hours of transcript analysis into immediate, actionable intelligence
• 5x faster topic discovery and 6x faster model auditing with Smart Topic Builder
• 3 months of manual analysis compressed to near real-time insights with Root Cause Assist — giving experience teams the ability to identify and respond to systemic issues before they escalate

Closing the GenAI Divide at Enterprise Scale

Most enterprises struggle to move AI from demo to reliable, large-scale production. They face hurdles like complex data governance, strict security requirements, and the need for widespread user access. Medallia solves this by embedding Frontline-Ready AI directly into the operational fabric of existing experience programs. To meet the rigorous demands of industrial-strength deployment, all Medallia customers sign AI legal agreements and utilize sandboxes to validate value with production data prior to going live.

“The GenAI divide is real, and it is widening. While many have experimented with AI, few have operationalized it at scale,” said Fabrice Martin, Chief Product Officer at Medallia. “We are closing that gap by rapidly delivering enterprise-ready AI embedded in the systems our customers already trust.”

Medallia’s Frontline-Ready AI runs on the same live system that powers the most complex enterprise organization hierarchies in the world, ensuring that permissions, reporting lines, regional boundaries, and security are right at deployment and stay right as the organization changes. The result is AI that can be deployed to thousands of frontline employees as easily as to analysts — with no additional configuration and no compromise on the governance standards that regulated industries require.

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“In today’s fast-paced travel environment, the sooner we gain insights, the quicker we can take action,” said Michael Morton, Senior Vice President of Brand Management and Member Services for BWH® Hotels, the global hospitality enterprise comprised of WorldHotels, Best Western® Hotels & Resorts and SureStay® Hotels. “Medallia’s AI-driven capabilities allow us to uncover recurring themes across cleanliness, service, and amenities — giving our properties the real-time sentiment needed to prioritize service recovery. This innovation streamlines the backend operations so our teams can keep their focus squarely on guest satisfaction and building long-term loyalty, especially during this busy travel season.”

These outcomes reflect a deliberate product philosophy: Medallia’s AI tools are designed to drive action — putting the right intelligence in front of the right person at the right moment, at the scale that enterprise deployment demands.

Capabilities Now Generally Available

So far this year Medallia has announced the general availability of several new Frontline-Ready AI capabilities, each designed to accelerate the path from experience signal to business action, including:

Smart Topic Builder: From Days to Minutes

Smart Topic Builder replaces one of the most time-intensive tasks in experience management — manual topic discovery and text analytics model configuration — with a GenAI-powered process that cuts setup time from days to minutes. Companies are seeing high productivity gains by completing topic discovery 5x faster and auditing models 6x faster than manual processes.

It’s not just efficiency gains, it’s the resulting impact. One leading American fashion retailer used Smart Topic Builder to surface a strategically significant pattern — customers discussing price matching between the brand and competitors — that had been buried in lower-volume data and missed entirely by hours of manual analysis. The insight, which was invisible to traditional methods, was identified automatically because AI could parse datasets at a scale no analyst could match.

GenAI Language Expansion: German and French Now Supported

Medallia has expanded GenAI language support to include German and French across its core AI capabilities — Intelligent Summaries (text analytics and conversations), Root Cause Assist, and Smart Response. Joining existing support for English and Spanish, this expansion removes a significant barrier to enterprise AI adoption for multinational organizations.