Medallia

Medallia is a United States enterprise software company focused on customer experience management and employee experience management. Founded in 2001 by Borge Hald and Amy Pressman, the company developed from a consulting background serving executives at large consumer-facing businesses. Its software is designed to help organizations collect experience signals, interpret those signals with analytics and artificial intelligence, and coordinate actions across corporate, operational, and frontline teams. The company's principal platform, Medallia Experience Cloud, supports voice-of-the-customer programs across a broad set of channels. These include web and mobile feedback, surveys, social media, text, video, speech, messaging, and contact-center interactions. Rather than treating feedback as a periodic survey exercise, Medallia positions its platform as an ongoing operating system for experience management. Data can be analyzed in near real time, with dashboards, alerts, text analytics, and workflow tools intended to connect customer comments and behavioral signals to business owners and service teams. Medallia also provides digital experience analytics. These tools examine unsolicited behavior on websites and mobile applications, including session activity, journey paths, heatmaps, and session replays. By combining behavioral evidence about what visitors do with solicited feedback about what they say, the platform is intended to give organizations a more complete view of customer journeys and friction points. Its capabilities also include survey design and management, goal tracking, action planning, reporting, and predictive analysis. The company serves sectors in which customer relationships, service quality, and retention are strategically important. Referenced markets include hospitality, retail, financial services, high technology, and business-to-business services. Its employee experience and engagement functionality extends the same general model to the workforce, enabling organizations to gather employee feedback, identify workplace themes, and support management actions. Medallia expanded through acquisitions as it built a broader experience-data portfolio. The company acquired customer-feedback technology provider Kampyle in 2016, customer data and predictive analytics company CoolaData in 2019, and voice-to-text specialist Voci Technologies in 2020. The Voci transaction strengthened Medallia's ability to process spoken interactions, particularly contact-center conversations. Medallia completed an initial public offering on the New York Stock Exchange in July 2019 under the ticker MDLA. Its period as a public company ended in 2021, when Thoma Bravo completed an all-cash acquisition valued at approximately $6.4 billion. The transaction made Medallia a privately held software company while preserving the Medallia brand and product platform. In 2025, Mark Bishof became chairman and chief executive officer, and Fabrice Martin was appointed chief product officer. The company continues to emphasize artificial intelligence, cross-channel experience intelligence, and enterprise workflows as central elements of its product strategy.

Medallia was established in 2001 by Borge Hald and Amy Pressman. Before founding the company, the two worked as consultants on relationships between major consumer companies and their customers, an experience that shaped Medallia's focus on systematically capturing and acting on customer feedback. The company developed software for enterprises seeking to measure service quality and improve customer loyalty across distributed operations. Medallia's early proposition centered on customer experience management: collecting feedback from customers, organizing it for analysis, and delivering insight to the employees and managers responsible for service outcomes. As digital channels became more important, the platform expanded beyond conventional surveys. Its coverage came to include web, social, text, video, speech, messaging, and contact-center sources. The company also added analytical and workflow functions intended to help organizations identify patterns, prioritize issues, and assign follow-up actions. Several acquisitions broadened the platform. In October 2016, Medallia acquired Kampyle, adding technology associated with digital feedback and website experience programs. In 2019, it acquired CoolaData, strengthening its customer data and predictive analytics capabilities. In April 2020, Medallia acquired Voci Technologies for approximately $59 million. Voci specialized in converting spoken interactions into text, giving Medallia a stronger foundation for analyzing contact-center and other voice-based customer conversations. Medallia entered the public markets in July 2019 through an initial public offering on the New York Stock Exchange. The company traded under the symbol MDLA, and Leslie James Stretch was chief executive officer at the time of the offering. Its public-market period lasted roughly two years. In October 2021, Thoma Bravo completed an all-cash acquisition of Medallia valued at approximately $6.4 billion. The transaction took the company private and transferred ownership from public shareholders to the private-equity firm. Under its broader product strategy, Medallia developed both customer experience and employee experience capabilities. Its employee-oriented tools support engagement and feedback programs, while its customer platform combines direct feedback with behavioral analytics. Digital experience functions can record and analyze signals such as session replays, heatmaps, and customer journey paths. These signals are designed to be evaluated alongside surveys and other explicit feedback, helping companies distinguish between stated dissatisfaction and observed friction. In 2025, Medallia appointed Mark Bishof as chairman and chief executive officer. Bishof had previously served as chief executive of Clarabridge and as chief business officer at Qualtrics. In February of the same year, Fabrice Martin became chief product officer. These appointments occurred as the company continued to emphasize artificial intelligence, machine learning, real-time analysis, and enterprise action management. Medallia remains an active enterprise SaaS brand serving industries such as hospitality, retail, financial services, high technology, and business-to-business services.

1. 2025Leadership transition

   Mark Bishof became chairman and chief executive officer, followed by the appointment of Fabrice Martin as chief product officer.

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2. 2021Thoma Bravo takes Medallia private

   Thoma Bravo completed an all-cash acquisition valued at approximately $6.4 billion.

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3. 2020Acquisition of Voci Technologies

   Medallia acquired Voci Technologies for approximately $59 million to strengthen speech-to-text and voice analytics.

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4. 2019Acquisition of CoolaData

   Medallia acquired CoolaData as part of its expansion into customer data and predictive analytics.

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5. 2019Initial public offering

   Medallia began trading on the New York Stock Exchange under the symbol MDLA.

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6. 2016Acquisition of Kampyle

   Medallia acquired Kampyle, expanding its digital feedback and website-experience capabilities.

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7. 2001Medallia is founded

   Borge Hald and Amy Pressman founded Medallia to help large companies manage relationships with customers and improve service experiences.

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Premium enterprise customer and employee experience management platform that combines solicited feedback, digital behavior, speech and text analytics, artificial intelligence, and operational action workflows.

• Medallia Experience CloudCustomer experience management platform

  Medallia's principal enterprise platform for collecting, analyzing, and acting on customer experience data. It supports feedback from surveys, web and mobile channels, social media, text, video, speech, messaging, and contact centers. The platform combines dashboards, alerts, text analytics, artificial intelligence, machine learning, and action workflows so that executives, centralized teams, and frontline employees can respond to identified experience issues.

• Digital Experience AnalyticsDigital behavior analytics

  Tools for understanding how visitors use websites and mobile applications. Capabilities described for the offering include session replay, heatmaps, journey-path analysis, and the examination of unsolicited behavioral signals. These observations can be combined with survey responses and other direct feedback to identify friction in digital customer journeys.

• Employee Experience ManagementEmployee engagement software

  A set of employee feedback and engagement capabilities that applies experience-management methods inside the workforce. Organizations can gather employee sentiment, analyze recurring themes, and support management actions intended to improve engagement and workplace experience.

• Speech and Text AnalyticsArtificial intelligence and analytics

  Analytics capabilities for extracting themes, sentiment, and other useful signals from written and spoken interactions. The acquisition of Voci Technologies added voice-to-text expertise, supporting the analysis of contact-center conversations and other speech-based customer data.

• 2025Emphasize artificial intelligence and experience intelligenceStrategy

  Medallia's platform increasingly combined feedback, behavioral data, speech, text, and machine-learning analysis.

  What changed. The company continued positioning artificial intelligence, real-time analysis, and cross-channel action management as core elements of its enterprise product strategy.

  Aftermath. The strategy was accompanied by the appointment of Mark Bishof as chief executive officer and Fabrice Martin as chief product officer.

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• 2021Take-private acquisition by Thoma BravoM&A

  Thoma Bravo pursued the acquisition as Medallia continued to operate as an enterprise software company with customer and employee experience products.

  What changed. Thoma Bravo completed an all-cash acquisition of Medallia in October 2021.

  Aftermath. Medallia became privately held and ceased trading as a public company.

  Transaction value. $6.4 billion (October 2021 acquisition)

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• 2020Acquire Voci TechnologiesM&A

  Voice interactions represented an important source of customer experience data, particularly in contact centers.

  What changed. Medallia acquired Voci Technologies for approximately $59 million in April 2020.

  Aftermath. The acquisition strengthened Medallia's speech-to-text and spoken-interaction analytics capabilities.

  Acquisition price. $59 million (April 2020 transaction)

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• 2019Acquire CoolaDataM&A

  Medallia sought to strengthen the data and predictive-analytics foundation of its experience platform.

  What changed. Medallia acquired CoolaData.

  Aftermath. CoolaData's capabilities contributed to Medallia's broader customer-data and analytics offering.

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• 2019Initial public offeringOther

  Medallia sought access to public capital and a public-market listing as its enterprise SaaS business expanded.

  What changed. The company listed on the New York Stock Exchange under ticker MDLA in July 2019.

  Aftermath. Medallia operated as a public company until its acquisition by Thoma Bravo in 2021.

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• 2016Acquire KampyleM&A

  Medallia was expanding its customer experience platform toward digital feedback and website experience measurement.

  What changed. The company acquired Kampyle in October 2016.

  Aftermath. The transaction broadened Medallia's digital feedback and experience-management capabilities.

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• 2025Mark Bishof becomes chairman and chief executive officer

  Medallia appointed Mark Bishof, previously associated with Clarabridge and Qualtrics, as chairman and chief executive officer.

  Leadership change
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• 2025Medallia appoints Fabrice Martin as chief product officer

  The company appointed Fabrice Martin as chief product officer as it continued to develop its experience-management and artificial-intelligence product strategy.

  Leadership change
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• 2021Thoma Bravo completes acquisition of Medallia

  Private-equity firm Thoma Bravo completed an all-cash acquisition of Medallia in a transaction valued at approximately $6.4 billion, taking the company private.

  M&A
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• 2020Medallia acquires Voci Technologies

  Medallia acquired speech-recognition and voice-to-text specialist Voci Technologies for approximately $59 million, expanding its ability to analyze spoken customer interactions.

  M&AOther
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• 2019Medallia completes initial public offering on the New York Stock Exchange

  Medallia became a publicly traded company in July 2019 under the ticker MDLA, with Leslie James Stretch serving as chief executive officer.

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1. Medallia
2. Medallia official website