Medallia Launches 'Digital Suite' as Sale Completes

US-based customer and employee experience management firm Medallia has launched a platform combining actionable user feedback metrics with 'complete' behavioural data for real-time optimisation of digital experiences. The firm's $6.4bn acquisition by Thoma Bravo was completed last week.

Medallia's 'Experience Cloud' SaaS platform captures 'experience signals' across interactions from voice, video and digital to IoT, social media and corporate messaging tools, with the aim of making all clients' other applications 'customer and employee aware'. After two years busy with acquisitions - Tel Aviv-based behavioral analytics platform Cooladata, video feedback platform LivingLens, real-time speech-to-text platform Voci Technologies and digital experience analytics firm Decibel - the company announced in July that it was in talks regarding a sale to software investment firm Thoma Bravo. Last week the all-cash transaction was completed, with the price for what has been called the 'Rolls Royce of CX systems' midway between that paid for Qualtrics three years ago and that currently under discussion for SurveyMonkey parent Momentive.

Medallia says the new platform makes it 'the first to deliver a complete view of digital behaviour and feedback in a single platform'. AI modelling is used to distil more than 60 observed digital behaviours and tie them to critical business outcomes. Specifically, the Suite promises client businesses the ability to identify digital issues such as 'where experiences break down', and quantify their revenue impact; help customer service teams prevent lost revenue and lower overall costs; optimise mobile app experiences, giving developers access to tools such as scroll heatmaps and error tracking; facilitate employee feedback; and deploy AI and machine learning technology to help understand customer buying behaviour.

Chief Product Officer Sarika Khanna (pictured) comments: 'The Medallia Digital Suite delivers complete visibility into digital experiences. The ability to identify, quantify and respond to customer issues with websites or mobile applications as a customer is using them is potentially game-changing and critical to preventing lost revenue, creating better experiences, and increasing share of wallet'.

Web site: www.medallia.com .

All articles 2006-23 written and edited by Mel Crowther and/or Nick Thomas, 2024- by Nick Thomas, unless otherwise stated.