Medallia

Medallia, Inc.

Type| Private
Industry| Customer experience
Founded| 2001; 25 years ago (2001)
Founders|

* Borge Hald
* Amy Pressman

Headquarters| San Francisco, California, U.S.

Key people

* Mike Lipps (CEO)

Products|

* Medallia Experience Cloud
* Customer Experience
* Employee Experience
* Product Experience
* B2B Experience

Revenue|  US$477 million (2020)[1]

Net income

|  US$−149 million (2020)[1]
Owner| Thoma Bravo

Number of employees

| 2,037 (January 2021)[1]
Website| medallia.com

Medallia is an American customer and employee experience management company based in San Francisco, California.

Medallia provides software-as-a-service (SaaS) customer experience management (CEM) and employee experience management (employee engagement) software to hospitality, retail, financial services, high-tech, and business-to-business (B2B) companies internationally.[2]

## Contents

* 1 Overview
* 2 History
* 3 Sponsorship
* 4 See also
* 5 References
* 6 Further reading
* 7 External links

## Overview

As part of a customer experience management (CX or employee engagement) 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 provides action workflows to executive, central and front-line teams for customer satisfaction, customer loyalty, Net Promoter scores and overall business performance.[3]

Medallia provides a platform for social, text, video, speech, messaging and online feedback.[4][5] 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,[6] capabilities of the company's product include survey creation and management, text analytics and dashboarding, and direct goals and action management.

## History

Founded in 2001, Medallia's founders, Borge Hald and Amy Pressman, were motivated to start the company after consulting to executives of Fortune 500 companies[7] about consumer-company relationships.[8] Kampyle was acquired by Medallia in October 2016.[9][10] CoolaData was acquired by Medallia in 2019.[11] In July 2019, Medallia went public on the NYSE led by new CEO Leslie James Stretch .[12] In April 2020, Medallia acquired voice-to-text specialist Voci Technologies for $59 million.[13][14]

In October 2021, Thoma Bravo completed acquisition of Medallia in an all cash transaction valued at $6.4 billion.[15]

## Sponsorship

Medallia sponsors Pip Hare Ocean Racing, a competitor in the 2020 and 2024 Vendée Globe ocean race, a solo, unassisted round-the-world race in 60 ft monohull sailboats.

## See also

* Customer experience (CX)
* Customer feedback management services

## References

1. ↑ 1.0 1.1 1.2 "Medallia, Inc. Annual Report for fiscal year ending January 31, 2021 (Form 10-K)". U.S. Securities and Exchange Commission. 22 March 2021. https://www.sec.gov/ix?doc=/Archives/edgar/data/0001540184/000154018421000004/mdla-20210131.htm.
2. ↑ Sponder, M. (2011). Social Media Analytics: Effective Tools for Building, Interpreting, and Using Metrics. McGraw-Hill Education. p. 12. ISBN 978-0-07-176862-7. https://books.google.com/books?id=83AVmMiEiKAC&pg=PA12. Retrieved July 24, 2017.
3. ↑ Milo, Moryt (2013-05-17). "Great businesses lean forward, respond fast". Silicon Valley Business Journal. http://www.bizjournals.com/sanjose/print-edition/2013/05/17/great-businesses-lean-forward-respond.html?page=all.
4. ↑ Horner, S.; Swarbrooke, J. (2016). Consumer Behaviour in Tourism. Taylor & Francis. p. 256. ISBN 978-1-317-74690-4. https://books.google.com/books?id=y9wRDAAAQBAJ&pg=PA256. Retrieved July 24, 2017.
5. ↑ "Medallia Launches Social Feedback Solution". Retail TouchPoints. 2013-01-15. http://www.retailtouchpoints.com/solution-spotlight/2180-medallia-launches-social-feedback-solution.
6. ↑ Sechrist, Steve (2011-10-14). "Medallia Customer Experience App Going Mobile, Supports Voice". CMSWire. http://www.cmswire.com/cms/customer-experience/medallia-customer-experience-app-going-mobile-supports-voice-013055.php.
7. ↑ Mitra, Sramana (2013-05-07). "Love and Startups". Huffington Post. http://www.huffingtonpost.com/sramana-mitra/love-and-startups_b_3230133.html.
8. ↑ Gage, Deborah (2012-09-26). "Medallia Aims to Improve Service at Big Companies With $35M From Sequoia". The Wall Street Journal. https://blogs.wsj.com/venturecapital/2012/09/26/medallia-aims-to-improve-service-at-big-companies-with-35m-from-sequoia/.
9. ↑ Haggin, Patience (October 20, 2016). "Medallia Buys Customer Feedback Analytics Startup Kampyle". https://www.wsj.com/articles/medallia-buys-customer-feedback-analytics-startup-kampyle-1476963000.
10. ↑ "TechNation: Israel's Pitango invests in Foursquare". October 26, 2016. https://www.haaretz.com/israel-news/business/tech-roundup/1.749238.
11. ↑ "Experience Management Leader Medallia To Acquire Behavioral Analytics Startup Cooladata – Medallia". https://www.medallia.com/press-release/experience-management-leader-medallia-to-acquire-behavioral-analytics-startup-cooladata/.
12. ↑ "Medallia Shares Soared 76% In First-Day Trading". July 19, 2019. https://www.forbes.com/sites/alexkonrad/2019/07/19/medallia-ceo-talks-ipo-first-day-pop/#746960fa1e1e.
13. ↑ "Medallia acquires voice-to-text specialist Voci Technologies for $59M" (in en-US). 22 April 2020. https://techcrunch.com/2020/04/22/medallia-acquires-voice-to-text-specialist-voci-technologies-for-59m/.
14. ↑ "Strip District-based startup acquired for $59 million" (in en). https://www.post-gazette.com/business/tech-news/2020/04/23/Voci-Technologies-acquisition-Medallia-SaaS-cloud-management-platform-pittsburgh/stories/202004230095.
15. ↑ "Thoma Bravo Completes Acquisition of Medallia". businesswire.com (Press release). 29 October 2021.

## Further reading

* "Meet Medallia: Enterprise Unicorn". October 12, 2015. https://www.bloomberg.com/news/videos/2015-10-12/meet-medallia-enterprise-unicorn.

## External links

* Official website

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