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Medallia is an American customer and employee experience management company based in San Francisco, California, with offices in
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Tel Aviv Tel Aviv-Yafo ( he, תֵּל־אָבִיב-יָפוֹ, translit=Tēl-ʾĀvīv-Yāfō ; ar, تَلّ أَبِيب – يَافَا, translit=Tall ʾAbīb-Yāfā, links=no), often referred to as just Tel Aviv, is the most populous city in the G ...
,
Munich Munich ( ; german: München ; bar, Minga ) is the capital and most populous city of the States of Germany, German state of Bavaria. With a population of 1,558,395 inhabitants as of 31 July 2020, it is the List of cities in Germany by popu ...
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Paris Paris () is the capital and most populous city of France, with an estimated population of 2,165,423 residents in 2019 in an area of more than 105 km² (41 sq mi), making it the 30th most densely populated city in the world in 2020. S ...
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New York City New York, often called New York City or NYC, is the most populous city in the United States. With a 2020 population of 8,804,190 distributed over , New York City is also the most densely populated major city in the Un ...
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Washington DC ) , image_skyline = , image_caption = Clockwise from top left: the Washington Monument and Lincoln Memorial on the National Mall, United States Capitol, Logan Circle, Jefferson Memorial, White House, Adams Morgan, Na ...
,
Austin Austin is the capital city of the U.S. state of Texas, as well as the seat and largest city of Travis County, with portions extending into Hays and Williamson counties. Incorporated on December 27, 1839, it is the 11th-most-populous city i ...
and
Sydney Sydney ( ) is the capital city of the state of New South Wales, and the most populous city in both Australia and Oceania. Located on Australia's east coast, the metropolis surrounds Sydney Harbour and extends about towards the Blue Mountains ...
. Medallia provides software-as-a-service (
SaaS Software as a service (SaaS ) is a software licensing and delivery model in which software is licensed on a subscription basis and is centrally hosted. SaaS is also known as "on-demand software" and Web-based/Web-hosted software. SaaS is cons ...
) customer experience management ( CEM) and employee experience management (
employee engagement Employee engagement is a fundamental concept in the effort to understand and describe, both qualitatively and quantitatively, the nature of the relationship between an organization and its employees. An "engaged employee" is defined as one who is ...
) software to hospitality, retail, financial services, high-tech, and business-to-business ( B2B) companies internationally.


Overview

As part of a customer experience management ( CX or
employee engagement Employee engagement is a fundamental concept in the effort to understand and describe, both qualitatively and quantitatively, the nature of the relationship between an organization and its employees. An "engaged employee" is defined as one who is ...
) program, Medallia's
cloud-based Cloud computing is the on-demand availability of computer system resources, especially data storage (cloud storage) and computing power, without direct active management by the user. Large clouds often have functions distributed over multi ...
customer experience ( CX) software platform captures
voice of the customer In marketing, the voice of the customer (VOC) summarizes customers' expectations, preferences and aversions. A widely used form of VOC market research produces a detailed set of customer wants and needs, organized into a hierarchical structure, ...
feedback across Web, social, mobile, and contact center channels, analyzes it in real-time, and provides action workflows to executive, central and front-line teams for customer satisfaction, customer loyalty, Net Promoter scores and overall business performance. Medallia provides a platform for
social Social organisms, including human(s), live collectively in interacting populations. This interaction is considered social whether they are aware of it or not, and whether the exchange is voluntary or not. Etymology The word "social" derives from ...
, text, video, speech, messaging and online feedback. The software analyzes feedback from Facebook, Twitter, and other major review sites (e.g., TripAdvisor) alongside solicited feedback data from surveys and contact centers. In addition to social media feedback and analysis, as well as mobile feedback and engagement, capabilities of the company's product include survey creation and management,
text analytics Text mining, also referred to as ''text data mining'', similar to text analytics, is the process of deriving high-quality information from text. It involves "the discovery by computer of new, previously unknown information, by automatically extract ...
and dashboarding, and direct goals and action management.


History

Founded in 2001, Medallia's founders, Borge Hald and Amy Pressman, were motivated to start the company after consulting to executives of
Fortune 500 The ''Fortune'' 500 is an annual list compiled and published by '' Fortune'' magazine that ranks 500 of the largest United States corporations by total revenue for their respective fiscal years. The list includes publicly held companies, along ...
companies about consumer-company relationships. In 2017, the company was ranked #7 on the Forbes Cloud 100 list. Kampyle was acquired by Medallia in October 2016. In July 2019, Medallia went public on the NYSE. In April 2020, Medallia acquired voice-to-text specialist Voci Technologies for $59 million. In October 2021,
Thoma Bravo Thoma Bravo, LP, is an American private equity and growth capital firm with offices in San Francisco, Chicago and Miami. It is known for being particularly active in acquiring software companies and has over $114 billion in assets under manag ...
completed acquisition of Medallia in an all cash transaction valued at $6.4 billion.


See also

* Customer experience (CX) * Customer feedback management services


References


Further reading

*


External links

* {{Authority control Software companies based in the San Francisco Bay Area Companies based in San Francisco 2001 establishments in California American companies established in 2001 Software companies established in 2001 Customer relationship management software companies Cloud computing providers Human resource management software 2019 initial public offerings Companies formerly listed on the New York Stock Exchange Software companies of the United States 2021 mergers and acquisitions Private equity portfolio companies