List of Medalia Experience Cloud Customers
Medallia
6220 Stoneridge Mall Rd 2nd floor,
Pleasanton, 94588, CA,
United States
Pleasanton, 94588, CA,
United States
1 877 392-2794
Professional Services
2000
$800M
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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Marks and Spencer Group | Retail | 69577 | $13.8B | United Kingdom | Medallia | Medalia Experience Cloud | Customer Experience | 2021 | n/a |
In 2021, Marks and Spencer Group implemented Medalia Experience Cloud as a Customer Experience platform to centralize customer feedback and enable a single voice of the customer programme. The programme was powered by Medallia technology and delivered in collaboration with KPMG in the UK, with a four year contract and an initial go live in the same quarter.
The implementation consolidated global data sources into Medalia Experience Cloud to provide a live, connected view of customer experience across stores, M&S.com and global contact centres. Functional capabilities implemented included omnichannel feedback capture across digital, social and contact centre interactions, experience signal aggregation, analytics and insight generation, and workflow orchestration to route insights into decisioning processes.
Integrations were explicitly configured with the retailers existing CRM system and social media channels to ensure feedback flows into operational systems and customer records. KPMG in the UK combined platform outputs with retail and CX best practices to align insights to operational and strategic initiatives, creating an integrated insight to action loop across customer service, merchandising and digital teams.
Governance for the Voice of the Customer programme emphasized a single platform view and cross-functional decisioning, supporting the retailers stated objective to use data to drive decision making and respond rapidly to changing customer behaviours. The rollout covered store operations, e commerce and contact centre channels, and was positioned to support ongoing business transformation without specifying measured outcomes or financial metrics.
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PayPal | Banking and Financial Services | 24400 | $31.8B | United States | Medallia | Medalia Experience Cloud | Customer Experience | 2013 | n/a |
In 2013, PayPal selected Medallia and implemented Medalia Experience Cloud to give customers a seat at the table of every business decision. PayPal deployed Medalia Experience Cloud in the Customer Experience category to support customer experience and operations functions across the company.
Medallia worked with PayPal to design a best in class program focused on reducing customer issues and increasing the ease of doing business with PayPal. The implementation emphasized experience management capabilities typical of Customer Experience platforms, including multi-channel feedback capture, structured survey design, analytics and reporting, and closed loop issue routing to operational teams.
Governance centered on embedding customer feedback into business decision processes, establishing response and escalation workflows with product and operations stakeholders, and operationalizing insights for continuous program refinement. The collaboration with Medallia positioned the Medalia Experience Cloud implementation as a programmatic customer experience capability rather than a point solution.
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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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| Logo | Company | Industry | Employees | Revenue | Country | Evaluated | ||
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FAQ - APPS RUN THE WORLD Medalia Experience Cloud Coverage
Medalia Experience Cloud is a Customer Experience solution from Medallia.
Companies worldwide use Medalia Experience Cloud, from small firms to large enterprises across 21+ industries.
Organizations such as PayPal, Canadian Imperial Bank of Commerce (CIBC), Marks and Spencer Group, Baker Tilly Advisory Group and Sonder by Marriot are recorded users of
Medalia Experience Cloud for Customer Experience.
Companies using Medalia Experience Cloud are most concentrated in Banking and Financial Services, Retail and Professional Services, with adoption spanning over 21 industries.
Companies using Medalia Experience Cloud are most concentrated in United States, Canada and United Kingdom, with adoption tracked across 195 countries worldwide. This global distribution highlights the popularity of Medalia Experience Cloud across Americas, EMEA, and APAC.
Companies using Medalia Experience Cloud range from small businesses with 0-100 employees - 0%, to mid-sized firms with 101-1,000 employees - 25%, large organizations with 1,001-10,000 employees - 25%, and global enterprises with 10,000+ employees - 50%.
Customers of Medalia Experience Cloud include firms across all revenue levels — from $0-100M, to $101M-$1B, $1B-$10B, and $10B+ global corporations.
Contact APPS RUN THE WORLD to access the full verified Medalia Experience Cloud customer database with detailed Firmographics such as industry, geography, revenue, and employee breakdowns as well as key decision makers in charge of Customer Experience.