Medallia
6.1/10Enterprise experience management platform that collects customer and employee feedback across channels and applies AI analytics to find themes, root causes, and follow-up actions.
Data last updated November 2026 · Our methodology
Overview
Medallia is an experience management platform for large organizations. It gathers surveys, voice and chat conversations, web behavior, social posts, and employee feedback into a single system. AI then groups that data into themes and links them to outcomes such as revenue, CSAT, and sentiment. Teams act on the results through alerts, case management, role-based reporting, and closed-loop automation. Total Experience Profiles give each person or B2B account a single timeline. In 2025 and 2026 Medallia added generative AI features: Intelligent Summaries, Smart Response, Root Cause Assist, Themes with Generative AI, Smart Topic Builder, and Insights Assistant. Its Conversational Intelligence and Agent Coaching modules are aimed at contact centers. Integrations include Salesforce, Adobe, and ServiceNow, and there is a developer portal. Medallia lists SOC 2, GDPR, HIPAA, FedRAMP, and HITRUST compliance, which suits regulated industries and government. Pricing is quote-only, with auto-renewing contracts that Costbench reports default to a two-year minimum and annual upfront payment. Buyer data cited by Costbench shows a median contract of about 12,500 USD per year. Competitor analyses say that enterprise deals with implementation and managed services often reach six figures a year. The main drawback is weight: reviewers describe long implementations that need IT support, a dense interface, and rigid reporting. That makes it a poor fit for small teams that want a simple survey tool.
Our Rating
AI Software6.1/10
Marketing6/10
Who Medallia is best for
Best software for EnterpriseGood fit
It is built for large omnichannel CX programs, with enterprise compliance and pricing to match.
Conversational Intelligence and Agent Coaching are aimed at contact centers.
It lists FedRAMP among its certifications.
It lists HIPAA and HITRUST compliance.
Less suited
Reviewers say the pricing and implementation effort are hard to justify for smaller teams.
Pros & Cons
Pros
- Brings surveys, voice, chat, web, social, and employee feedback together in one platform.
- Generative AI features such as Intelligent Summaries and Root Cause Assist speed up analysis of unstructured feedback.
- Its compliance list includes FedRAMP, HIPAA, and HITRUST, which suits regulated sectors.
- Insights can be embedded in Salesforce and Adobe, and there is a ServiceNow integration.
Cons
- No public pricing, and full deployments can reach six figures a year.
- Implementation often needs dedicated IT support and is described as difficult.
- The interface is dense and reporting is rigid, which slows day-to-day users.
- Costbench flags renewal price increases of around 10% and weaker support for smaller accounts.
Key Features
Medallia Pricing
Enterprise
- Quote-based pricing
- Annual upfront payment
- Omnichannel feedback capture
- AI themes and root cause analysis
- Case management and closed-loop actions
- Auto-renewing contract, 2-year default minimum
Frequently Asked Questions
Medallia's site lists SOC 2, GDPR, HIPAA, FedRAMP, and HITRUST.
No. Pricing is quote-based. Costbench, using Vendr data, reports a median contract of about 12,496 USD per year from a small sample of 28 purchases.
According to Costbench, contracts auto-renew with a two-year default minimum that can sometimes be negotiated to one year. Payment is annual upfront, and downgrades are not allowed mid-term. There is no free trial.
In 2025 Medallia added Intelligent Summaries, Smart Response, Root Cause Assist, and Themes with Generative AI. In 2026 it announced Smart Topic Builder and Insights Assistant.
The integrations Medallia names include Salesforce, Adobe, and ServiceNow. It also runs a developer portal for custom integrations.
Thoma Bravo acquired Medallia in 2021 for 6.4 billion USD. According to Wikipedia, a 2026 recapitalization moved ownership to an investor group led by Blackstone, Apollo, and FS KKR.
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Ranked near Medallia in AI Software
See Medallia in the listMedallia is #492 in AI Software by our score.
