Medallia

Medallia is an experience management platform used by large companies to gather feedback from customers and employees across multiple channels — surveys, social media, call center interactions, and more. It then applies AI to analyze that data, identify trends, and surface actionable insights. Think of it as a central hub for understanding how people feel about your brand or workplace.

The platform's AI capabilities include sentiment analysis, topic detection, and conversational intelligence for contact centers. It can automatically categorize feedback, predict customer churn, and recommend next actions. Medallia also offers tools for role-based reporting, so different teams see the metrics that matter to them. The system integrates with CRM, HRIS, and other business tools. There's even an experience orchestration feature that triggers personalized messages based on customer behavior.

This is built for enterprises — think retailers, banks, telecoms, and healthcare providers — that need to manage experience at scale. HR teams use it for employee listening and engagement. Contact centers use it for quality management and agent coaching. Market researchers use it for video feedback and agile studies. It's a full suite, not a lightweight tool, so best suited for organizations with dedicated CX teams.