List of Medallia Concierge AI Customers
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Since 2010, our global team of researchers has been studying Medallia Concierge AI 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 Medallia Concierge AI for Chatbots and Conversational AI 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 Medallia Concierge AI for Chatbots and Conversational AI include: Hyatt Hotels, a United States based Leisure and Hospitality organisation with 52000 employees and revenues of $6.65 billion, IHG Hotels & Resorts, a United Kingdom based Leisure and Hospitality organisation with 13462 employees and revenues of $4.62 billion, Great Wolf Lodge, a United States based Leisure and Hospitality organisation with 6000 employees and revenues of $780.0 million and many others.
Contact us if you need a completed and verified list of companies using Medallia Concierge AI, 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 Medallia Concierge AI 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 | Insight Source |
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Great Wolf Lodge | Leisure and Hospitality | 6000 | $780M | United States | Medallia | Medallia Concierge AI | Chatbots and Conversational AI | 2017 | n/a | In 2017 Great Wolf Lodge implemented Medallia Concierge AI to provide hospitality guest messaging and a virtual concierge experience across its North American resorts. The deployment is categorized under Chatbots and Conversational AI and the program began rolling out beginning late 2017 with a phased resort-by-resort approach. Medallia Concierge AI was configured to deliver two-way guest messaging, template-driven conversational workflows, and automated operational workflows. The solution automated ticket creation and routing from guest messages into downstream workflows, and it established escalation paths to on-property staff to handle service requests and operational incidents. Integrations focused on maintenance and ticketing systems across North American resorts, creating a direct linkage between guest messaging and operational work management. The operational scope encompassed guest services and facilities operations, aligning conversational interactions with maintenance execution and ticket lifecycle updates. Governance was executed as a centralized program with phased rollouts starting late 2017, standardizing messaging templates, response SLAs, and escalation procedures across sites. The program produced measurable outcomes, including 24% higher on property spend for guests who engaged via Concierge and a 3.6% higher problem resolution rate for users. | |
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Hyatt Hotels | Leisure and Hospitality | 52000 | $6.6B | United States | Medallia | Medallia Concierge AI | Chatbots and Conversational AI | 2022 | n/a | In 2022, Hyatt Hotels deployed Medallia Concierge AI to enable two way in stay messaging across more than 1,000 properties globally. The deployment uses Medallia Concierge AI within the Chatbots and Conversational AI category to centralize guest communications and improve guest engagement and operational responsiveness. The implementation leveraged Medallia Zingle and Concierge messaging to support two way guest conversations, with AI driven automations to triage and route requests and natural language translation supporting more than 100 languages. Configurations emphasized conversational workflows for service recovery, automated response templates, escalation triggers, and concierge style tasking to property teams. The solution was configured to stream in stay feedback, message transcripts, and automated tickets into the Medallia Experience Cloud, creating a closed loop between messages and experience analytics. Operational coverage included guest services, front desk, and operations teams across Hyatt's worldwide property portfolio, scaling multilingual guest engagement and concierge workflows. The rollout was announced in February 2022 and followed phased activation to scale AI driven messaging and translation capabilities across regions. Governance focused on centralized message routing, response SLA enforcement, and feedback ingestion into experience analytics to streamline service recovery and scale in stay feedback into the Medallia Experience Cloud, supporting Hyatt's stated objectives around guest engagement and operational responsiveness. | |
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IHG Hotels & Resorts | Leisure and Hospitality | 13462 | $4.6B | United Kingdom | Medallia | Medallia Concierge AI | Chatbots and Conversational AI | 2022 | n/a | In 2022, IHG Hotels & Resorts deployed Medallia Concierge AI as its preferred intelligent messaging platform for guest engagement. The rollout targeted IHG's portfolio of nearly 6,000 hotels across more than 100 countries, positioning Medallia Concierge AI within IHG's Chatbots and Conversational AI layer to handle real-time guest interactions and messaging workflows. The Medallia Concierge AI implementation centralized two-way messaging and multi-language conversational capabilities to support front desk, operations, and guest services functions. The deployment integrates two-way messaging with Medallia Experience Cloud to capture conversational feedback and to enable contextual handoffs between automated conversations and human agents, while supporting conversational automation of routine service requests. IHG announced Medallia Zingle and Concierge as the preferred intelligent messaging platform in April 2022, establishing a portfolio-level messaging standard and governance for regional rollouts. The integration with Medallia Experience Cloud is cited as enabling multi-language guest interactions, faster service, and additional revenue opportunities across IHG's global estate. |
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