List of Medalia Experience Cloud Customers
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United States
Since 2010, our global team of researchers has been studying Medalia Experience Cloud customers around the world, aggregating massive amounts of data points that form the basis of our forecast assumptions and perhaps the rise and fall of certain vendors and their products on a quarterly basis.
Each quarter our research team identifies companies that have purchased Medalia Experience Cloud for Customer Experience from public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources, including the customer size, industry, location, implementation status, partner involvement, LOB Key Stakeholders and related IT decision-makers contact details.
Companies using Medalia Experience Cloud for Customer Experience include: PayPal, a United States based Banking and Financial Services organisation with 24400 employees and revenues of $31.80 billion, Canadian Imperial Bank of Commerce (CIBC), a Canada based Banking and Financial Services organisation with 49824 employees and revenues of $21.30 billion, Marks and Spencer Group, a United Kingdom based Retail organisation with 69577 employees and revenues of $13.75 billion, Baker Tilly Advisory Group, a United States based Professional Services organisation with 43000 employees and revenues of $5.20 billion, Sonder by Marriot, a United States based Leisure and Hospitality organisation with 1421 employees and revenues of $621.0 million and many others.
Contact us if you need a completed and verified list of companies using Medalia Experience Cloud, including the breakdown by industry (21 Verticals), Geography (Region, Country, State, City), Company Size (Revenue, Employees, Asset) and related IT Decision Makers, Key Stakeholders, business and technology executives responsible for the software purchases.
The Medalia Experience Cloud customer wins are being incorporated in our Enterprise Applications Buyer Insight and Technographics Customer Database which has over 100 data fields that detail company usage of software systems and their digital transformation initiatives. Apps Run The World wants to become your No. 1 technographic data source!
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| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight |
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Baker Tilly Advisory Group | Professional Services | 43000 | $5.2B | United States | Medallia | Medalia Experience Cloud | Customer Experience | 2018 | n/a |
In 2018 Baker Tilly Advisory Group implemented Medalia Experience Cloud as its Customer Experience platform. The deployment was positioned to capture client feedback and centralize experience data within the firm, and Medalia Experience Cloud was configured to operate alongside the firm’s Salesforce environment and other client engagement tools.
Configuration work emphasized survey orchestration, feedback capture, dashboarding, and routing of experience events into CRM workflows and reporting. The implementation reused declarative Salesforce constructs where appropriate, reflecting the team’s focus on objects, workflow automation, approval processes, and report creation to align feedback signals with sales and service processes.
The Medalia Experience Cloud deployment was part of an application ecosystem that included ZoomInfo, Ironclad, Vidyard, Pitchbook, On24 TIBCO, and Pardot, with integration points established to ensure feedback and engagement signals flowed into marketing automation and contract and account management systems. Operational scope extended to the firm’s Salesforce user base of over 1300 users, supporting sales, marketing, client engagement, and contract management workflows.
Governance and rollout combined hands on administration and project governance, with Salesforce administrators collecting business requirements, building declaratively, training teammates, and assisting smaller project implementations. Project management activities included stakeholder requirements capture and strategy execution to operationalize Medalia Experience Cloud as part of Baker Tilly Advisory Group’s Customer Experience capabilities.
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Canadian Imperial Bank of Commerce (CIBC) | Banking and Financial Services | 49824 | $21.3B | Canada | Medallia | Medalia Experience Cloud | Customer Experience | 2020 | n/a |
CIBC deployed Medalia Experience Cloud in 2020 to capture and manage customer feedback across its public website, aligning the initiative with the bank's Customer Experience objectives. The implementation positions Medalia Experience Cloud as the primary Customer Experience platform for web-based feedback capture and experience analytics.
The deployment emphasized standard Customer Experience modules including on-site feedback collection, event-triggered and session-based surveys, experience analytics and dashboards, and configurable reporting for customer-facing teams. Configuration focused on web widget placement, survey logic and routing rules, and dashboard role provisioning to support continuous feedback ingestion and analysis.
Operational integration was scoped to CIBC web properties and customer-facing digital channels, with the Medalia Experience Cloud instrumented on the website to collect real-time experience signals. Data flows were organized for use by digital channels, contact center, customer experience management, and marketing teams, enabling centralized access to captured feedback and analytics.
Governance centered on role-based access to Medalia Experience Cloud dashboards, structured workflow rules for feedback escalation, and process alignment between digital operations and CX governance teams. The implementation reflects a web-first Customer Experience stance with platform-led feedback capture and structured operational ownership across CX and digital functions.
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Fenway Hotel | Leisure and Hospitality | 120 | $7M | United States | Medallia | Medalia Experience Cloud | Customer Experience | 2018 | n/a |
In 2018, Fenway Hotel implemented Medalia Experience Cloud to centralize Customer Experience processes for guest feedback capture, complaint follow up, and frontline service quality monitoring at the Dunedin, Florida boutique property. The deployment was oriented to support hotel operations and guest-facing teams with a platformed approach to survey orchestration and response management.
Medalia Experience Cloud was configured to deliver feedback collection, complaint ticketing, real-time alerting, and reporting and dashboarding capabilities used by the Front Office Manager and operations leadership. Standard Customer Experience workflows were instrumented, including survey triggers tied to stay events, escalation routing to supervisors, and dashboards for weekly operational reviews.
Integrations were implemented with the hotel property management and point of sale environment, specifically Opera interfaces and MICROS and Squirrel POS configuration, to link guest transactions and reservations to feedback records and streamline case resolution. Operational coverage extended across Front-of-House, Back-of-House, Food & Beverage, Accounting, and Sales, with the Front Office Manager responsible for day-to-day Medalia administration and guest complaint follow up.
Governance and process changes centered on embedding Medalia into staff training, internal auditing, and escalation workflows, leveraging the Front Office Trainer and pre-opening leadership roles to drive adoption. The implementation connected feedback handling to operational review cycles and controller-level financial discussions, aligning Customer Experience workflows with broader hotel operations and staffing processes.
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Retail | 69577 | $13.8B | United Kingdom | Medallia | Medalia Experience Cloud | Customer Experience | 2021 | n/a |
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Banking and Financial Services | 24400 | $31.8B | United States | Medallia | Medalia Experience Cloud | Customer Experience | 2013 | n/a |
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Leisure and Hospitality | 200 | $100M | United States | Medallia | Medalia Experience Cloud | Customer Experience | 2021 | n/a |
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Leisure and Hospitality | 1421 | $621M | United States | Medallia | Medalia Experience Cloud | Customer Experience | 2022 | n/a |
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Professional Services | 1800 | $300M | Ireland | Medallia | Medalia Experience Cloud | Customer Experience | 2019 | n/a |
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