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 launched new prepackaged offerings for the healthcare industry, pre-sales organizations, and a diversity and inclusion solution to help its customers quickly start capturing powerful insights and engage with customers and employees. The new additions to Medallia’s prepackaged solutions can be deployed in days.
In August 2020, Medallia launched Service Experience Quickstart for ServiceNow Customer Service Management (CSM) enabling companies to capture customer service experience feedback in real time and take intelligent action to optimize those experiences in-the-moment in ServiceNow CSM.
In May 2020, Medallia launched Medallia Speech, bringing world leading speech analytics into Medallia Experience Cloud, giving customers a single view of customer experience insights in one platform.
In June 2019 Medallia appointed several new upgrades to its Medallia Experience Cloud platform, including new offerings powered by Medallia's Experience Data Platform and Medallia Athena. During Experience, Medallia's premier global customer conference, Medallia also unveiled the launch of Medallia Xchange, an online experience management marketplace focused on driving innovation and value with pre-built apps, components, and integrations. Experience Data Platform (XDP) is a system of record for experience data that combines experience signals from multiple channels and systems to provide a 360 degrees view of every customer's experience.
Medallia Mergers and Acquisitions (M&A) Activities
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: - NYSE:MDLA
Number of Employees: 3000
Functional Markets: Collaboration, CRM, HCM,
Key Verticals: Aerospace and Defense, Automotive, Banking and Financial Services, Communication, Construction, Real Estate, Consumer Packaged Goods, Distribution, K336, 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 Enterprise and Cloud Applications
Medallia Experience Cloud
Medallia Revenues, $M:
| Type/Year | 2020 | 2021 | YoY Growth, % |
|---|---|---|---|
| Total Revenues, $M | Subscribe | Subscribe | Subscribe |
| Enterprise Applications Revenues, $M | Subscribe | Subscribe | Subscribe |
| Cloud Applications Revenues, $M | Subscribe | Subscribe | Subscribe |
* Enterprise Applications Revenues = License + Support & Maintenance + SaaS
** 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, $M:
| Type | License | Prof. Services | Hardware | Support & Maintenance | SaaS | PaaS | IaaS | Other (Non Enterprise Application Revenues) | Total |
|---|---|---|---|---|---|---|---|---|---|
| % of Total Revenues | Subscribe | Subscribe | Subscribe | Subscribe | Subscribe | Subscribe | Subscribe | Subscribe | 100% |
| Revenues, $M | Subscribe | Subscribe | Subscribe | Subscribe | Subscribe | Subscribe | Subscribe | Subscribe | Subscribe |
Medallia Enterprise Applications Revenues By Functional Markets, $M:
Medallia Enterprise Applications Revenues By Verticals, $M:
Medallia Revenues By Region, $M
| Region | % of Total Revenues | 2021 Total Revenues, $M | 2021 Enterprise Applications Revenues, $M | 2021 Cloud Applications Revenues, $M |
|---|---|---|---|---|
| Americas | Subscribe | Subscribe | Subscribe | Subscribe |
| EMEA | Subscribe | Subscribe | Subscribe | Subscribe |
| APAC | Subscribe | Subscribe | Subscribe | Subscribe |
| Total | Subscribe | 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: 1000
No. of Medallia Enterprise Applications Customers: 1000
No. of Medallia Cloud Customers: 1000
No. of Medallia Cloud Subscribers: x
With the addition of new customers, Medallia now serves more than 1000 customers, including Round-the-World Sailor, HK Express, Delta Air Lines, 7-Eleven, Aaron's Inc., MGM Resorts, Royal Caribbean, Zurich Insurance, Cablevision, Best Western, GE Healthcare, Mercedes-Benz, Nordstrom, PayPal, La Quinta Inns&Suites, Four Seasons, Zurich, Omni Hotels, Extended Stay America, Sunrise, RingCentral, Beeline, Windstream, Sherwin Williams, Auto&General, O2 Telefonica, Sephora, Macy's, CSC, CA Technologies, AXA, Marriott International, Shell, Vanguard Fidelity Investments, The LEGO Group, Four Seasons Hotels&Resorts and others.
Medallia mainly sells to large enterprises.
Medallia Market Opportunities, M&A and Geo Expansions
In January 2021, Medallia released a number of product enhancements designed to help companies positively engage with newly distributed and disrupted workforces. These enhancements include new offerings for diversity and inclusion and real-time digital employee engagement as well as critical partner integrations to help organizations connect with employees, ensure they have the tools and coaching necessary to do their jobs effectively and, ultimately, deliver seamless customer experiences across digital channels and contact centers.
In May 2020, the company acquired Voci Technologies, the real-time speech to text platform. The acquisition combines Voci’s leading real-time speech to text capabilities with Medallia’s experience management platform to deliver a rich, single view of the customer that can power exceptional customer experience and deliver significant gains in operational efficiency.
In 2019, Medallia raised $70 million in Series F funding, backed by four venture capital firms: Sequoia Capital, Saints Capital, TriplePoint Venture Growth and Grotmol Solutions, the latter which invested a small amount of capital in 2010. Medallia has raised a total of $268 million in equity funding, including a $150 million round in 2015.
In May 2018, Medallia, Inc. has partnered with Lenovo. Lenovo selected Medallia Experience Cloud and Deloitte Digital to implement a customer feedback program designed to embed the pulse of the customer 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 partnered with New Metrics, a provider of experience management solutions and services in the Middle East. Under the agreement, New Metrics will resell Medallia software and provide professional services.
In 2020, Medllia launched it's Singapore data centre as it accelerates its investment across APAC to support customer growth. It also extended it's partnership network enrolling in partnerships relationships with Adobe, and Veeva Systems. Medallia Experience Cloud is goint to integrate with Adobe Experience Platform, and Veeva CRM Suggestions.
Medallia does most of its sales via direct sales force from its offices in the USA, Argentina, and the UK. Application technology partners are some of the leading vendors such as Adobe, Salesforce, ServiceNow and Workday.
Medallia, Inc. has launched the Medallia for Digital Partner Program to bring together the voice of the customer with analytics data to help companies better understand digital customer behavior. These partners are Systems integrators and implementation partners, Software and technology partners, and Consulting partners.
Medallia Cloud Infrastructure Insights
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- Medallia Public Cloud and Infrastructure (IaaS)
- Medallia Platform (PaaS)
- Medallia Application Delivery
- Medallia Private Cloud and Data Centers
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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