Medallia
Enterprise experience management platform that turns customer and employee signals into AI-prioritised business action.
By Medallia, Inc. · HQ Tysons, US · 4.0/5 Value-Position score (estimate)
Positioning guardrails
Best for
- Large enterprises running high-volume, multi-channel customer and employee experience programmes
- CX, VoC and contact-centre leaders who need to close the loop with frontline teams
- Regulated organisations (financial services, healthcare, telecom) needing SOC 2, ISO 27001 and HIPAA controls
- Global brands wanting analytics across surveys, speech, video, digital and social signals at scale
Ideal size: 1,000+ employees people · Enterprise with a dedicated CX/VoC team plus analytics or IT support
Not for
- Small or mid-sized teams wanting self-serve signup and published per-seat pricing
- Buyers who need a public price list or a short, low-touch implementation
- Teams without dedicated CX/VoC ownership or data-integration resources
- Organisations unwilling to run a services-led, multi-month enterprise deployment
Value metrics scorecard
Time-to-Value
3–6 months
~90 days to first production value
Total Cost of Ownership
On request
Experience Data Record (EDR) pricing sold in annual tiers; unlimited users and analytics included. No public list price — quote via sales.
Implementation Friction
4/5
Engineering + admin effort required
Value-Position score
out of 5 · model estimate
Full cost breakdown
Mandatory implementation fee
None
Seat tiers
Unlimited users; cost scales with experience data records, not seats
Add-on costs
- None
Company & support
Who is behind Medallia, and how your team gets help once it is live.
Company
- Founded
- Not recorded
- Headquarters
- Tysons, US
How you get support
- PhonePlan not stated
- EmailNot listed
- Live chatNot listed
- Support portal / ticketsPlan not stated
- Community forumNot listed
- Help centre / docsNot listed
- Dedicated account managerNot listed
- In person / on-siteNot listed
- Hours
- Not recorded
- Response time
- Not stated
Contact page routes support by role: survey takers, mobile users and administrators each get a dedicated support site; administrators use the help portal. A toll-free number is listed under Global Support.
“Not listed” means the vendor’s public pages don’t mention that channel, not that it is unavailable. Ask about it during evaluation.
Market position
Where Medallia sits against its closest alternatives. Pick any two of cost, speed, friction and buyer score, and up to 9 companies to compare.
Quadrant view
Typical annual cost × Time-to-value
The lines cross at the median of the solutions shown, so about half sit on each side of each line.
Companies on the chart 6 / 10
- Medallia
- Yext
- Ordway
- Narvar
- LivePerson
- Nue
Add or change companies
Up to 10 companies including Medallia. Listed closest first.
Stack fit signal
Compatibility with standard B2B ecosystems.
No supported MCP path today, so it cannot be driven from an AI client.
AI & MCP readiness
What Medallia ships in AI, and what it asks of your ecosystem.
AI features shipped
Homepage lists Frontline-Ready AI tools: Smart Response (AI-generated branded replies), GenAI-generated themes, Root Cause Assist and Intelligent Summaries over unstructured text. Platform analytics across text, speech and survey data are described as AI-powered and included in EDR pricing.
Your data & models
- Trains on your data
- Not recorded — ask the vendor
- Runs on
- Not recorded
- AI pricing
- Not recorded
In your ecosystem
- AI connection
- Not supported
- Model key
- Not recorded
- AI usage audit
- Not recorded
Compliance attestations
* IAPP AIGP certifies individuals, not products. It means named staff hold the credential — not that the platform does.
Bottom line
Medallia is an enterprise experience management platform that captures customer and employee signals across surveys, speech, video, digital and social channels, then applies AI-powered text and speech analytics to surface themes, root causes and prioritised actions. Large global brands in finance, healthcare, retail, hospitality and telecom use it to close the loop with frontline teams, with unlimited users and analytics included under Experience Data Record pricing. Pricing, implementation and support are quote-led enterprise engagements with no self-serve option.
Frequently asked questions
How much does Medallia cost?
Medallia does not publish a price list. Pricing is based on Experience Data Records (EDRs) — all data associated with a discrete customer or employee interaction — sold in annual tiers. Unlimited users, analytics, workflows and security features are included in that single metric, so cost scales with interaction volume and programme scope rather than seats. Buyers must contact sales for a quote.
How long does a Medallia implementation take?
Medallia does not publish a timeline. It states a 100% implementation rate delivered through its own services professionals and partner ecosystem, covering implementation, support, insights and training. Because deployments are enterprise-wide and integration-heavy, buyers should expect a services-led project and plan for internal analytics, IT and CX resources. Confirm schedule and any services fees in the contract.
What AI capabilities are included?
Medallia markets Frontline-Ready AI: Smart Response for AI-generated branded replies, GenAI-generated themes from text analytics, Root Cause Assist for surfacing drivers, and Intelligent Summaries of unstructured text, plus AI-powered text and speech analytics delivered as part of the platform. Medallia does not state which third-party model providers it uses, nor whether customers can bring their own model keys.
Is Medallia secure and compliant?
Medallia states SOC 2 Type II platform compliance and ISO 27001, 27017, 27018 and 27701, alongside GDPR/SCCs, CCPA, HIPAA, HITRUST and CBPR/PRP, with regular internal and external audits. Experience Cloud runs as a private, single-tenant cloud in Tier III colocation facilities, with PII detection and redaction, role-based access, data masking, IP allowlisting and BYOK field-level encryption.
Which systems does Medallia integrate with?
Medallia advertises hundreds of out-of-the-box integrations, with named partners including Workday, Salesforce, ServiceNow and Adobe, plus public APIs, an ETL path and a developer portal for building custom connectors, including to legacy systems.