Medallia
Enterprise software platform for managing customer and employee experience.
Last updated November 2, 2026
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Overview
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.
History
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.
- 2025
Leadership transition
[1]Mark Bishof became chairman and chief executive officer, followed by the appointment of Fabrice Martin as chief product officer.
- 2021
Thoma Bravo takes Medallia private
[1]Thoma Bravo completed an all-cash acquisition valued at approximately $6.4 billion.
- 2020
Acquisition of Voci Technologies
[1]Medallia acquired Voci Technologies for approximately $59 million to strengthen speech-to-text and voice analytics.
- 2019
Acquisition of CoolaData
[1]Medallia acquired CoolaData as part of its expansion into customer data and predictive analytics.
- 2019
Initial public offering
[1]Medallia began trading on the New York Stock Exchange under the symbol MDLA.
- 2016
Acquisition of Kampyle
[1]Medallia acquired Kampyle, expanding its digital feedback and website-experience capabilities.
- 2001
Medallia is founded
[1]Borge Hald and Amy Pressman founded Medallia to help large companies manage relationships with customers and improve service experiences.
Products and positioning
Premium enterprise customer and employee experience management platform that combines solicited feedback, digital behavior, speech and text analytics, artificial intelligence, and operational action workflows.
Customer experience management platform
Medallia Experience Cloud
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 behavior analytics
Digital Experience 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 engagement software
Employee Experience Management
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.
Artificial intelligence and analytics
Speech and Text 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.
Controversies
2021
Shareholder sues Medallia over proposed buyout disclosures
A shareholder filed a complaint concerning Medallia's proxy statement for a proposed acquisition, alleging that the statement omitted information needed for an informed shareholder vote. The complaint seeks to halt the transaction until Medallia files a corrected proxy statement, or to undo the transaction if it is completed without the requested information.
Brand decisions
2025
Emphasize artificial intelligence and experience intelligenceStrategyBackground
Medallia's platform increasingly combined feedback, behavioral data, speech, text, and machine-learning analysis.
Action taken
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.
2021
Take-private acquisition by Thoma BravoM&ABackground
Thoma Bravo pursued the acquisition as Medallia continued to operate as an enterprise software company with customer and employee experience products.
Action taken
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)
2020
Acquire Voci TechnologiesM&ABackground
Voice interactions represented an important source of customer experience data, particularly in contact centers.
Action taken
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)
2019
Acquire CoolaDataM&ABackground
Medallia sought to strengthen the data and predictive-analytics foundation of its experience platform.
Action taken
Medallia acquired CoolaData.
Aftermath
CoolaData's capabilities contributed to Medallia's broader customer-data and analytics offering.
2019
Initial public offeringOtherBackground
Medallia sought access to public capital and a public-market listing as its enterprise SaaS business expanded.
Action taken
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.
2016
Acquire KampyleM&ABackground
Medallia was expanding its customer experience platform toward digital feedback and website experience measurement.
Action taken
The company acquired Kampyle in October 2016.
Aftermath
The transaction broadened Medallia's digital feedback and experience-management capabilities.
Recent events
Rybbon and Medallia announce partnership and integration[4]
Reported:
Rybbon and Medallia announced a partnership and the availability of an integration that automates the management and distribution of digital incentives for surveys and experience programs.
Shareholder sues Medallia over proposed buyout disclosures[3]
Reported:
A shareholder filed a complaint alleging that Medallia’s proxy statement for its proposed acquisition omitted information needed for an informed shareholder vote. The complaint seeks to halt the transaction until Medallia files a corrected proxy statement, or to undo it if completed without the requested information.
Thoma Bravo announces acquisition of Medallia[5]
Reported:
Thoma Bravo announced that it had acquired Medallia for $6.4 billion. The transaction was expected to close in 2021, subject to customary closing conditions.
Medallia sponsors Pip Hare for Vendée Globe campaign[6]
Reported:
Medallia announced its sponsorship of British sailor Pip Hare for her attempt to compete in the 2020–2021 Vendée Globe. Hare is to skipper a boat named Medallia in the race.
Medallia announces acquisition of Voci Technologies[7]
Reported:
Medallia announced it would acquire speech-to-text startup Voci Technologies for $59 million in cash. The deal was expected to close in May 2020.
- Unconfirmed
Medallia acquires Zingle[8]
Medallia acquired Zingle for approximately $42 million in cash.
Sources9 sources
- 1Medalliaen.wikipedia.org
- 2Medallia official websitemedallia.com
- 3Shareholder sues Medallia over proposed buyout disclosureslawstreetmedia.com
- 4Rybbon与Medallia宣布合作及整合prnewswire.com
- 5Thoma Bravo 宣布收购 Medalliacmswire.com
- 6Medallia赞助Pip Hare参加旺代环球帆船赛finanznachrichten.de
- 7Medallia宣布收购Voci Technologiestechcrunch.com
- 8Medallia 收购 Zinglesocaltech.com
- 9Carlsbad Messaging App Zingle Acquired for $42Msdbj.com
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