Medallia Strengths, Domain Expertise, and Key Differentiators
Medallia provides Cloud-based Customer Experience Management and Enterprise Feedback Management software and services to hospitality, retail, financial services, high-tech, and business-to-business (B2B) companies in the United States and internationally. As part of a Customer Relationship Management (CRM or Social CRM) 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 delivers action workflows to executive, central and front-line teams for customer satisfaction, customer loyalty, Net Promoter scores and overall business performance.
Medallia Recent Developments
In April 2021, Medallia introduced new prepackaged solutions tailored for the healthcare industry, pre-sales organizations, and diversity and inclusion initiatives, enabling customers to swiftly capture impactful insights and engage with stakeholders. These additions to Medallia's prepackaged offerings boast rapid deployment, allowing implementation within days.
In August 2020, Medallia launched Service Experience Quickstart for ServiceNow Customer Service Management (CSM), facilitating real-time capture of customer service feedback and enabling proactive optimization within the ServiceNow CSM platform.
In May 2020, Medallia introduced Medallia Speech, integrating world-leading speech analytics into the Medallia Experience Cloud, providing customers with a unified platform for comprehensive customer experience insights.
In June 2019, Medallia enhanced its Experience Cloud platform with several upgrades powered by Medallia's Experience Data Platform and Medallia Athena. The launch of Medallia Xchange, an online experience management marketplace, was also unveiled during Experience, the premier global customer conference. Medallia Xchange focuses on driving innovation and value through pre-built apps, components, and integrations. The Experience Data Platform (XDP) serves as a system of record for experience data, offering a 360-degree view of every customer's experience by combining signals from various channels and systems.
Medallia Mergers and acquisitions (M&A) Activities
Medallia has officially completed its acquisition of Mindful, formerly known as VHT. Mindful's cloud-based contact center callback technology, utilized by numerous Fortune 500 companies, enhances efficiency by automating intelligent callbacks, allowing contact centers to optimize staff utilization and eliminate over 4 billion minutes of hold time annually, providing consistent and efficient callback experiences for customers.
In another strategic move, Medallia has acquired CXTeam, a leading customer experience consulting firm in Mexico, solidifying its position as the largest experience-focused company in Latin America. The acquisition capitalizes on the rapid growth of the customer experience market in the region, with CXTeam having previously led numerous implementations of Medallia across the Americas.
In January 2022, Medallia acquired Thunderhead, the leader in enterprise technology for real-time interaction management and journey orchestration. Thunderhead will strengthen Medallia’s ability to power individualized journeys and conversations at scale, across all online and offline channels, helping Medallia’s thousands of customers continue to increase their brand loyalty, sales, and growth.
In October 2021, Thoma Bravo, a software investment firm, completed its acquisition of Medallia, in an all-cash transaction valued at $6.4 billion. The acquisition was previously announced on July 26, 2021 and approved by Medallia shareholders on October 14, 2021.
In March 2021, Medallia Inc., acquired Decibel, a leader in digital experience analytics. With this acquisition, Medallia’s leading customer experience and engagement platform will seamlessly include always-on, unsolicited digital feedback, providing a single view of all customers and prospective customers at every point of their journey across all channels.
In June 2019 Medallia acquired Tel Aviv-headquartered Cooladata, a cloud-based behavioral analytics platform. Leveraging its proprietary big data platform and artificial intelligence engine, Cooladata can process huge datasets beyond customer surveys to analyze non-explicit feedback to derive and predict customer sentiment. This enables companies to pinpoint opportunities to grow revenue and improve profitability.
In May 2019 Medallia has acquired Strikedeck, an advanced platform enabling companies to drive customer success (CS), which will further augment Medallia's leadership in B2B customer experience management. Medallia and Strikedeck, uniquely, will promote seamless, 360-degree views on customer account health, including information on renewals, product adoption and usage, subscriptions, billing, and more. The combination will also provide clients intelligence on where to focus and how to improve the B2B customer journey and the ability to manage the entire lifecycle of business customers. Both companies use deep artificial intelligence, machine learning, and predictive analytics to understand the risks and opportunities for every customer and to uncover issues and obstacles in the overall customer journey.
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 Overview
Ownership: - Thoma Bravo
Number of Employees: 2500
Functional Market: Performance Management,
Key Verticals: Aerospace and Defense, Automotive, Banking and Financial Services, Communications, Construction, Real Estate, Consumer Packaged Goods, Distribution, K12, Higher Education, Federal Government, State and Local Government, Public Safety, Healthcare, Life Insurance, P&C Insurance, Specialty Insurance, Leisure and Recreation, Hospitality, Life Sciences, Manufacturing, Faith-Based Nonprofit, Youth and Elderly Care, Special Cause Nonprofit, Oil and Gas, Chemicals, Professional Services, Retail, Transportation, Utilities,
Medallia Key Cloud and HCM Applications
Medallia Experience Cloud
Medallia HCM and Cloud HCM Applications Revenues, $M:
| Type/Year | 2022 | 2023 | YoY Growth, % |
|---|---|---|---|
| Total Revenues, $M | Subscribe | Subscribe | Subscribe |
| HCM Applications Revenues, $M | Subscribe | Subscribe | Subscribe |
* HCM Applications Revenues = License + Support & Maintenance + SaaS ( Hardware and Prof. Services are Excluded )
** All revenue figures are estimates based on public records, Cloud and Non-Cloud business models in Apps Run The World's vendor database, and annual survey results including vendor feedback.
Medallia Revenue Breakdown by Type:
Medallia HCM Applications Revenues By Sub-Functional Markets, $M:
Split by Sub-Functional Markets | % of HCM Revenue in the HR Segment | 2023 HCM Revenues, By HR Segment, $M | |
Medallia HCM Applications Revenues By Verticals, $M:
Medallia Total and HCM Applications Revenues by Region:
| Region | % of Total Revenues | 2023 Total Revenues, $M | 2023 HCM Applications Revenues, $M |
|---|---|---|---|
| Americas | Subscribe | Subscribe | Subscribe |
| EMEA | Subscribe | Subscribe | Subscribe |
| APAC | Subscribe | Subscribe | Subscribe |
| Total | Subscribe | Subscribe | Subscribe |
Medallia Direct vs Indirect sales
| Region | Direct Sales | Indirect Sales | Total |
|---|---|---|---|
| Type % | Subscribe | Subscribe | Subscribe |
| Revenues, $M | Subscribe | Subscribe | Subscribe |
Medallia Customers - Breakdown by Geo, Size, Vertical and Product
List of Verified Medallia Customers
No. of Medallia Customers: 2000
No. of Medallia HCM Applications Customers: x
No. of Medallia Cloud HCM Customers: 2000
No. of Medallia Cloud HCM Subscribers: x
Medallia's recent milestone of surpassing 2000 customers, featuring a diverse range of industry leaders such as Delta Air Lines, GE Healthcare, and Macy's, underscores its prominence in the customer experience management sector. The company's strategic focus on serving large enterprises aligns with the prevailing trend in the IT industry, positioning Medallia as a key player catering to the distinct needs of expansive operations
Medallia Market Opportunities, M&A and Geo Expansions
In January 2021, Medallia unveiled strategic product enhancements to facilitate positive engagement with distributed workforces, focusing on diversity and inclusion, real-time digital employee engagement, and key partner integrations. These improvements aim to empower organizations to connect with employees, equip them with essential tools and coaching, ensuring effective job performance and delivering seamless customer experiences across digital channels and contact centers.
In May 2020, Medallia acquired Voci Technologies, a leading real-time speech-to-text platform. This acquisition integrates Voci's capabilities with Medallia's experience management platform, creating a comprehensive customer view for enhanced customer experiences and notable gains in operational efficiency.
In 2019, Medallia secured $70 million in Series F funding from venture capital firms including Sequoia Capital, Saints Capital, TriplePoint Venture Growth, and Grotmol Solutions, the latter having invested a small amount in 2010. This brings Medallia's total equity funding to $268 million, including a $150 million round in 2015.
In May 2018, Medallia, Inc. forged a strategic partnership with Lenovo. Leveraging Medallia Experience Cloud and Deloitte Digital, Lenovo implemented a customer feedback program aimed at embedding the customer perspective throughout the organization.
Medallia Risks and Challenges
While operating as a public company Medallia has to make additional investments for product development to stay on track with their competitors. That being mentioned, Medallia will face some major net losses in the upcoming years. Any failure to increase their revenues sufficiently to keep pace with the investments and other expenses could prevent Medallia from achieving and maintaining profitability or positive cash flow on a consistent basis.
Medallia Ecosystem, Partners, Resellers and SI
In June 2021, Medallia forged a strategic partnership with New Metrics, a prominent provider of experience management solutions in the Middle East. The collaboration empowers New Metrics to resell Medallia software and offer professional services in the region.
In 2020, Medallia demonstrated its commitment to the Asia-Pacific (APAC) market by inaugurating a data center in Singapore, a move aimed at supporting customer growth. The company also expanded its partnership network by forming alliances with industry leaders such as Adobe and Veeva Systems. Notably, the Medallia Experience Cloud is set to seamlessly integrate with Adobe Experience Platform and Veeva CRM.
Medallia's sales strategy predominantly revolves around its direct sales force operating from offices in the USA, Argentina, and the UK. The company collaborates with leading vendors, including Adobe, Salesforce, ServiceNow, and Workday, as part of its application technology partnerships.
To enhance its digital capabilities, Medallia, Inc. launched the Medallia for Digital Partner Program. This initiative aims to amalgamate customer feedback with analytics data, enabling companies to gain deeper insights into digital customer behavior. The program encompasses three key partner categories: Systems Integrators and Implementation Partners, Software and Technology Partners, and Consulting Partners. This strategic move underscores Medallia's commitment to providing comprehensive solutions that leverage both customer input and advanced analytics in the ever-evolving digital landscape.
Medallia Cloud Platform (PaaS) and Infrastructure (IaaS) Details
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- Medallia Public Cloud and Infrastructure (IaaS)
- Medallia Platform (PaaS)
- Medallia Application Delivery
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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).
For additional information on our methodologies, here's the link:
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