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Medallia

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Medallia, Inc.
Company typePrivate
IndustryCustomer experience
Founded2001; 23 years ago (2001)
Founders
  • Borge Hald
  • Amy Pressman
HeadquartersSan Francisco, California, U.S.
Key people
  • Mike Lipps (CEO)
Products
  • Medallia Experience Cloud
  • Customer Experience
  • Employee Experience
  • Product Experience
  • B2B Experience
RevenueIncrease US$477 million (2020)[1]
Decrease US$−149 million (2020)[1]
OwnerThoma Bravo
Number of employees
2,037 (January 2021)[1]
Websitemedallia.com

Medallia is an American customer and employee experience management company based in San Francisco, California.

Medallia provides software-as-a-service (SaaS) customer experience management (CEM) and employee experience management (employee engagement) software to hospitality, retail, financial services, high-tech, and business-to-business (B2B) companies internationally.[2]

Overview

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As part of a customer experience management (CX or employee engagement) program, Medallia's cloud-based customer experience (CX) software platform captures voice of the customer feedback across Web, social, mobile, and contact center channels, analyzes it in real-time, and provides action workflows to executive, central and front-line teams for customer satisfaction, customer loyalty, Net Promoter scores and overall business performance.[3]

Medallia provides a platform for social, text, video, speech, messaging and online feedback.[4][5] The software analyzes feedback from Facebook, Twitter, and other major review sites (e.g., TripAdvisor) alongside solicited feedback data from surveys and contact centers. In addition to social media feedback and analysis, as well as mobile feedback and engagement,[6] capabilities of the company's product include survey creation and management, text analytics and dashboarding, and direct goals and action management.

History

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Founded in 2001, Medallia's founders, Borge Hald and Amy Pressman, were motivated to start the company after consulting to executives of Fortune 500 companies[7] about consumer-company relationships.[8] Kampyle was acquired by Medallia in October 2016.[9][10] In July 2019, Medallia went public on the NYSE led by new CEO Leslie James Stretch .[11]

In April 2020, Medallia acquired voice-to-text specialist Voci Technologies for $59 million.[12][13]

In October 2021, Thoma Bravo completed acquisition of Medallia in an all cash transaction valued at $6.4 billion.[14]

See also

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References

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  1. ^ a b c "Medallia, Inc. Annual Report for fiscal year ending January 31, 2021 (Form 10-K)". U.S. Securities and Exchange Commission. 22 March 2021.
  2. ^ Sponder, M. (2011). Social Media Analytics: Effective Tools for Building, Interpreting, and Using Metrics. McGraw-Hill Education. p. 12. ISBN 978-0-07-176862-7. Retrieved July 24, 2017.
  3. ^ Milo, Moryt (2013-05-17). "Great businesses lean forward, respond fast". Silicon Valley Business Journal. Retrieved 2013-06-30.
  4. ^ Horner, S.; Swarbrooke, J. (2016). Consumer Behaviour in Tourism. Taylor & Francis. p. 256. ISBN 978-1-317-74690-4. Retrieved July 24, 2017.
  5. ^ "Medallia Launches Social Feedback Solution". Retail TouchPoints. 2013-01-15. Archived from the original on 2013-03-08. Retrieved 2013-06-03.
  6. ^ Sechrist, Steve (2011-10-14). "Medallia Customer Experience App Going Mobile, Supports Voice". CMSWire. Retrieved 2013-06-03.
  7. ^ Mitra, Sramana (2013-05-07). "Love and Startups". Huffington Post. Retrieved 2013-07-01.
  8. ^ Gage, Deborah (2012-09-26). "Medallia Aims to Improve Service at Big Companies With $35M From Sequoia". The Wall Street Journal. Retrieved 2013-06-03.
  9. ^ Haggin, Patience (October 20, 2016). "Medallia Buys Customer Feedback Analytics Startup Kampyle". WSJ. Retrieved July 24, 2017. (subscription required)
  10. ^ "TechNation: Israel's Pitango invests in Foursquare". Haaretz. October 26, 2016. Retrieved July 24, 2017.
  11. ^ "Medallia Shares Soared 76% In First-Day Trading". Forbes. July 19, 2019. Retrieved September 4, 2019.
  12. ^ "Medallia acquires voice-to-text specialist Voci Technologies for $59M". TechCrunch. 22 April 2020. Retrieved 2020-04-23.
  13. ^ "Strip District-based startup acquired for $59 million". Pittsburgh Post-Gazette. Retrieved 2020-04-27.
  14. ^ "Thoma Bravo Completes Acquisition of Medallia". businesswire.com (Press release). 29 October 2021.

Further reading

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