Industry Software CEO Borge Hald (2001–) Type of business Private | Website medallia.com Founded 2001 | |
Key people Borge Hald, CEO
Amy Pressman, President
Douglas Leone, Board Member Products Customer Experience (CX) Software Headquarters Palo Alto, California, United States Profiles | ||
Medallia provides Software-as-a-Service (SaaS) Customer Experience Management (CEM) and Enterprise Feedback Management (EFM) software and services to hospitality, retail, financial services, high-tech, and business-to-business (B2B) companies in the United States and internationally.
Contents
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.
Capabilities
Medallia offers a platform for survey, social, text, written and online feedback. The software analyzes feedback from Facebook, Twitter, and other major review sites (e.g., TripAdvisor) alongside solicited feedback data from surveys and contact centers.
In addition to social media feedback and analysis, as well as mobile feedback and engagement, capabilities of the Medallia product include survey creation and management, text analytics and dashboarding, and direct goals and action management.
History
Medallia was founded in 2001. The founders were consulting to executives of Fortune 500 companies when they saw a direct relationship between customer loyalty and companies’ commercial success, which formed their inspiration for Medallia.
In 2016, Medallia was ranked #22 on the Forbes Cloud 100 list.
Company information
Medallia is a closely held private company. Its headquarters is located in Palo Alto, California and it also has offices in London and Buenos Aires. Recently, it has opened new offices in Sydney and Melbourne, Australia, and New York City. As of August 2014, the company has received $105 million from Sequoia Capital in three rounds of venture funding (2012: $35 million; 2013: $20 million; 2014: $50 million).