Medallia Named Top-Tier Software Vendor by APPS RUN THE WORLD in the APPS TOP 500 Market Report

Medallia Strengths, Domain Expertise, and Key Differentiators

Medallia offers cloud-based Customer Experience Management and Enterprise Feedback Management software and services to companies in hospitality, retail, financial services, high-tech, and B2B sectors both in the United States and globally. As part of Customer Relationship Management (CRM or Social CRM) initiatives, Medallia’s cloud platform collects customer feedback from web, social, mobile, and contact center channels, analyzes it in real time, and delivers actionable insights and workflows to executives, central teams, and front-line staff—driving improvements in customer satisfaction, loyalty, Net Promoter scores, and overall business performance.

Medallia Recent Developments

Medallia has continued to evolve its executive leadership and expand its technology offerings. The company appointed Mark Bishof as Chairman and CEO, bringing decades of experience from both private and public software companies. Bishof previously held executive roles at Qualtrics and Clarabridge, where he helped transform the business into a conversational AI-focused enterprise. He also held senior positions at Flexera Software, Macrovision, IBM, Crossworlds Software, and Deloitte Consulting. He succeeds Mike Lipps, a Thoma Bravo Operating Partner, who remains on Medallia’s board.

On the product front, Medallia has introduced several targeted solutions to address specific customer needs. It launched prepackaged offerings for the healthcare industry, pre-sales teams, and diversity and inclusion initiatives, allowing clients to gather insights and engage stakeholders more effectively. These solutions are designed for rapid deployment. Medallia also rolled out a tool for ServiceNow Customer Service Management, enabling real-time feedback collection and improvements within that platform. Additionally, with the introduction of Medallia Speech, the company integrated advanced speech analytics into its Experience Cloud, creating a unified solution for more comprehensive customer experience analysis.

Medallia Mergers and Acquisitions (M&A) Activities

Medallia has completed its acquisition of Mindful, formerly known as VHT. Mindful’s cloud-based callback technology, trusted by many Fortune 500 companies, improves contact center efficiency by automating intelligent callbacks. This solution helps optimize workforce utilization and has eliminated over 4 billion minutes of hold time annually, delivering consistent, seamless callback experiences for customers.

Medallia has expanded its capabilities and market presence through a series of strategic acquisitions. It acquired Decibel to integrate digital experience analytics into its platform, enabling a more comprehensive view of customer interactions across channels. The company was later acquired by investment firm Thoma Bravo in an all-cash transaction valued at $6.4 billion, marking a significant shift in its ownership structure. To strengthen its ability to support personalized customer journeys, Medallia acquired Thunderhead, a provider of real-time interaction management and journey orchestration technology. In its most recent move, Medallia acquired CXTeam, a customer experience consulting firm based in Mexico, deepening its presence in Latin America and tapping into the region’s rapidly expanding customer experience market.

Medallia Customers in ARTW Customer Database

Leveraging a rigorous data-centric research methodology, APPS RUN THE WORLD asks the simple question: Who’s buying Medallia applications and why? And we provide the answers – supported by decades of research – to our clients around the world. Our Customer database has over 100 data fields that detail company usage of Medallia and other enterprise apps by function, customer size, industry, location, implementation status, partner involvement, Line of Business Key Stakeholders and IT decision makers contact details. List of Verified Medallia Experience Cloud customers.

Medallia Key Enterprise and Cloud Applications

Medallia Experience Cloud

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Medallia Direct vs Indirect sales

Medallia Customers - Breakdown by Geo, Size, Vertical and Product

List of Verified Medallia Customers

No. of Medallia Customers: 2100

No. of Medallia Enterprise Applications Customers: x

No. of Medallia Cloud Customers: x

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Medallia recently surpassed 2,100 customers, including industry leaders like Delta Air Lines, GE Healthcare, and Macy’s, highlighting its strong presence in the customer experience management space. With a strategic focus on large enterprises, Medallia aligns with current IT industry trends, establishing itself as a key provider addressing the unique needs of complex, large-scale organizations.

Medallia Market Opportunities, M&A and Geo Expansions

In February 2025, Medallia, Inc. strengthened its executive leadership team with the appointment of Fabrice Martin as Chief Product Officer (CPO), marking a significant opportunity for the company to enhance its product innovation and strategic growth. With over 30 years of experience in product management and development across leading cloud-based enterprise software companies, Martin brings deep expertise and a strong vision for customer-centric solutions. His leadership roles at Qualtrics, Clarabridge, and most recently as CPO at Eptura—a global worktech platform serving Fortune 500 companies—underscore his proven ability to drive SaaS growth, data-driven insights, and customer experience excellence. His appointment positions Medallia to accelerate innovation across its product portfolio and further its leadership in the CX and enterprise software markets.

The increasing focus on personalized customer experiences creates substantial opportunities for Medallia. The company can deliver real-time, customized solutions that align with changing consumer demands by leveraging AI and IoT technologies. Furthermore, entering emerging markets and industries like financial services and insurance enables Medallia to access new revenue streams and broaden its portfolio.

In January 2021, Medallia introduced strategic product enhancements designed to support positive engagement with distributed workforces. Focusing on diversity and inclusion, real-time digital employee engagement, and key partner integrations, these updates help organizations connect with employees, provide essential tools and coaching, and ensure effective job performance—ultimately delivering seamless customer experiences across digital channels and contact centers.

Medallia Risks and Challenges

Although Medallia has many strengths, it faces challenges such as fierce competition from other experience management platforms and the ongoing need to innovate in response to evolving market demands. Additionally, the integration of acquired companies and technologies presents operational risks that must be carefully managed.

Medallia must continue investing heavily in product development to remain competitive. However, this is expected to result in significant net losses in the coming years. If Medallia is unable to grow its revenues enough to offset these investments and other expenses, it may struggle to achieve and sustain consistent profitability and positive cash flow.

Medallia Ecosystem, Partners, Resellers and SI

Medallia’s ecosystem is strengthened through strategic partnerships with leading technology companies such as Adobe, Salesforce, and ServiceNow. These alliances enhance the platform’s functionality and expand its presence across diverse industries. The company’s sales approach blends direct sales with a strong network of system integrators and value-added resellers, providing extensive market coverage and robust customer support.

In June 2021, Medallia established a strategic partnership with New Metrics, a leading experience management provider in the Middle East. Through this collaboration, New Metrics is authorized to resell Medallia software and deliver professional services across the region.

In 2020, Medallia reinforced its commitment to the Asia-Pacific (APAC) region by opening a data center in Singapore to support growing customer demand. The company also broadened its partner ecosystem by establishing alliances with industry leaders like Adobe and Veeva Systems. Notably, the Medallia Experience Cloud is designed to integrate seamlessly with both the Adobe Experience Platform and Veeva CRM.

Research Methodology

Data used in research reports are derived from publicly available documents, continuous surveys of applications vendors, customers, resellers, Independent Software Vendors, systems integrators and other verifiable sources.

Vendor shares and market forecast results are based on a combination of existing databases as well as demand side and supply side research conducted throughout the year with validation from vendors, customers, channel partners and documentations such as earnings releases and 10Q and 10K filings, vertical industry studies, regional and country-level statistics from public and private institutions(i.e. colleges, universities, government agencies and trade associations).

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