Medallia, a global leader in customer and employee experience, has unveiled its vision for the next era of customer experience (CX) alongside seven AI-powered innovations designed to move enterprises beyond traditional surveys. These advancements, announced at Medallia Experience ‘25 in Las Vegas, aim to help organizations transition from passive data collection to real-time actions and automation.
Highlighting the significance of this shift, Mark Bishof, CEO of Medallia, emphasized the need for companies to move beyond fragmented, survey-based programs. “These AI capabilities allow our customers to quickly interpret unstructured data from digital interactions, voice, and chat conversations—not just structured survey feedback,” said Bishof. “With our omnichannel insights and industry-leading AI, Medallia is uniquely positioned to lead this transformation.”
Next-Gen AI Capabilities Enhancing CX
Over the past year, Medallia has introduced over 100 new features, further strengthening its AI-driven platform. The seven newly launched AI capabilities accelerate insights and decision-making by leveraging Text Analytics, a unified platform architecture, and generative AI. These innovations enable enterprises to go beyond surveys and analyze digital behavior, voice interactions, and chat data seamlessly.
Key AI-Powered Enhancements
Enhancing Digital Experience
· Prescriptive Digital Experience Insights – Offers proactive recommendations to address digital experience issues before they escalate.
· Digital Session Summarization – Enables organizations to quickly grasp key behavioral trends from digital sessions without the need for manual session replays.
Optimizing Contact Centers
· Coaching Intelligence – Provides managers with AI-driven session summaries and personalized coaching recommendations for each agent.
· Intelligent Summaries – Automatically generates call and chat summaries, integrating them into feedback records and dashboards for quick decision-making.
Revolutionizing Omnichannel Engagement
· Smart Response – Automates personalized responses to customer feedback, allowing employees to focus on more meaningful customer interactions.
· Themes with Generative AI – Identifies emerging trends faster with user-friendly labels and frequent updates, reducing time spent on manual analysis.
· Root Cause Assist – Instantly generates root-cause analyses with drill-down capabilities, enabling businesses to address critical issues without manual data manipulation.
The Future of CX: AI-Driven and Instantaneous
Reflecting on the broader impact of AI in customer experience, Sid Banerjee, Chief Strategy Officer at Medallia, highlighted the transformative potential of conversational intelligence and generative AI. “This is just the beginning,” said Banerjee. “Imagine a world where customer feedback happens in real time, shaping strategic decisions instantly and creating enterprise-wide impact. That’s the future of CX.”
With its AI-driven advancements, Medallia continues to lead the industry in reshaping customer experience, offering organizations the tools they need to anticipate customer needs and take proactive, real-time action.
