Medallia Explained

Medallia, Inc.
Type:	Private
Location:	San Francisco, California, U.S.
Industry:	Customer experience
Revenue:	(2020)^[1]
Net Income:	(2020)
Num Employees:	2,037 (January 2021)
Owner:	Thoma Bravo

Medallia is an American customer and employee experience management company based in San Francisco, California.

Medallia provides software-as-a-service (SaaS) customer experience management (CEM) and employee experience management (employee engagement) software to hospitality, retail, financial services, high-tech, and business-to-business (B2B) companies internationally.^[2]

Overview

As part of a customer experience management (CX or employee engagement) program, Medallia's cloud-based customer experience (CX) software platform captures voice of the customer 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.^[3]

Medallia provides a platform for social, text, video, speech, messaging and online feedback.^{[4] [5]} 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,^[6] capabilities of the company's product include survey creation and management, text analytics 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 companies^[7] about consumer-company relationships.^[8] In 2017, the company was ranked #7 on the Forbes Cloud 100 list.^[9] Kampyle was acquired by Medallia in October 2016.^{[10] [11]} In July 2019, Medallia went public on the NYSE led by new CEO Leslie James Stretch .^[12]

In April 2020, Medallia acquired voice-to-text specialist Voci Technologies for $59 million.^{[13] [14]}

In October 2021, Thoma Bravo completed acquisition of Medallia in an all cash transaction valued at $6.4 billion.^[15]

See also

• Customer experience (CX)
• Customer feedback management services

Further reading

• Web site: Meet Medallia: Enterprise Unicorn . Bloomberg.com . October 12, 2015 . July 24, 2017.

Notes and References

1. Web site: Medallia, Inc. Annual Report for fiscal year ending January 31, 2021 (Form 10-K) . 22 March 2021 . U.S. Securities and Exchange Commission.
2. Book: Sponder, M. . Social Media Analytics: Effective Tools for Building, Interpreting, and Using Metrics . McGraw-Hill Education . 2011 . 978-0-07-176862-7 . July 24, 2017 . 12.
3. News: Great businesses lean forward, respond fast . Silicon Valley Business Journal . 2013-05-17 . 2013-06-30 . Moryt . Milo.
4. Book: Horner . S. . Swarbrooke . J. . Consumer Behaviour in Tourism . Taylor & Francis . 2016 . 978-1-317-74690-4 . July 24, 2017 . 256.
5. News: Medallia Launches Social Feedback Solution . Retail TouchPoints . 2013-01-15 . 2013-06-03 . dead . https://web.archive.org/web/20130308113500/http://www.retailtouchpoints.com/solution-spotlight/2180-medallia-launches-social-feedback-solution . 2013-03-08 .
6. News: Medallia Customer Experience App Going Mobile, Supports Voice . CMSWire . 2011-10-14 . 2013-06-03 . Steve . Sechrist.
7. News: Love and Startups . Huffington Post . 2013-05-07 . 2013-07-01 . Sramana . Mitra.
8. News: Medallia Aims to Improve Service at Big Companies With $35M From Sequoia . The Wall Street Journal . 2012-09-26. 2013-06-03 . Deborah . Gage.
9. Web site: Forbes Cloud 100. Forbes. 8 August 2017.
10. Web site: Haggin . Patience . Medallia Buys Customer Feedback Analytics Startup Kampyle . WSJ . October 20, 2016 . July 24, 2017.
11. Web site: TechNation: Israel's Pitango invests in Foursquare . . October 26, 2016 . July 24, 2017.
12. Web site: Medallia Shares Soared 76% In First-Day Trading . . July 19, 2019 . September 4, 2019.
13. Web site: Medallia acquires voice-to-text specialist Voci Technologies for $59M. TechCrunch. 22 April 2020 . en-US. 2020-04-23.
14. Web site: Strip District-based startup acquired for $59 million. Pittsburgh Post-Gazette. en. 2020-04-27.
15. Thoma Bravo Completes Acquisition of Medallia . 29 October 2021 . businesswire.com.