Medallia Unveils Vision for Future of Customer Experience and 7 AI-Powered Capabilities

Medallia, Inc., the global leader in customer and employee experience, announced its vision for the next generation of customer experience and seven AI-powered product innovations that will propel enterprise organizations to move from surveys and signals to actions and automation. The new vision and AI capabilities were unveiled at Medallia Experience ‘25 at the Wynn Las Vegas.

“This is a pivotal point for the industry and a time when enterprise organizations must move beyond siloed, survey-centric programs,” said Mark Bishof, CEO at Medallia.

“This is a pivotal point for the industry and a time when enterprise organizations must move beyond siloed, survey-centric programs. These new AI capabilities enable our customers to understand and act quickly on all unstructured data from digital behavior and voice and chat conversations, not just structured survey feedback,” said Mark Bishof, CEO of Medallia. “Our unique ability to bring omnichannel insights together in one platform and our industry-leading artificial intelligence position Medallia as the only CX company ready to lead this transformation into the next generation of customer experience.”

In the past year alone, Medallia has released more than 100 new features, including seven AI-powered product capabilities that accelerate the speed to insights and action using Medallia’s industry-leading Text Analytics, unified platform architecture, and new generative AI. These features will enhance the 1.2 million daily active users currently leveraging Medallia’s powerful AI. The capabilities enable enterprise organizations to move beyond surveys and quickly understand and act on unstructured data across digital behavior and voice and chat conversations. Those AI-powered capabilities showcase the broad range of solutions offered by Medallia, including:

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Digital Experience

• Prescriptive Digital Experience Insights proactively provide users with insights and recommendations to resolve digital experience issues.
• Digital Session Summarization enables organizations to quickly understand key behavioral events for digital sessions without watching a replay.

Contact Center

• Coaching Intelligence empowers managers with summaries of previous sessions and Gen AI-driven recommended coaching topics personalized to each agent.
• Intelligent Summaries enable agents to act quickly. Call and chat summaries are automatically populated into feedback records and dashboard views for quick access.

Omnichannel

• Smart Response creates personalized replies based on the content of a feedback record, freeing up employees to spend more time with customers.
• Themes with Generative AI reduces time and effort to find more precise emerging trends with detailed, user-friendly labels, and more frequent updates.
• Root Cause Assist automatically generates a summarized root-cause analysis with the ability to drill down for more details, quickly answering pressing business questions without the need for time-consuming creation and modification of analytics and dashboards.

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The Venetian Resort Las Vegas was an early adopter of Medallia’s Smart Response capability. It has enabled contact center agents to close the loop for guests more efficiently, giving them more time to engage with customers.

“At an operation the size of The Venetian, we are always on the lookout for technologies that help us improve quality and efficiency. As a longtime Medallia customer, we were excited to see the innovative closed-loop feedback capabilities that Smart Response could bring to our organization to help us follow up faster and with more context than ever before,” said Terry Byrnes, Executive Director of Guest Experience and Learning & Development at The Venetian Resort Las Vegas. “Our team of agents adapted quickly to a new way of engaging with our guests, and they were instrumental in providing valuable feedback that Medallia was able to adapt into the product to fit the needs of both our industry and our brand. We can’t wait to learn the added benefits we will be able to offer our guests based on the time freed up and we look forward to Medallia powering us to new levels of performance excellence in our busy contact center.”

“Smart Response is a great example of what customer experience can look like when it’s driven by conversational intelligence and generative AI, but this is just the beginning,” said Sid Banerjee, Chief Strategy Officer at Medallia. “Imagine a world where the feedback loop is happening at the speed of thought and CX is driving strategic decisions and creating enterprise-wide impact in real time. That is the future of CX.”