Medallia named leader in Forrester's customer feedback wave

Medallia has been named a Leader in The Forrester Wave: Customer Feedback Management Solutions, Q4 2024.

The evaluation by independent research firm Forrester assessed nine providers based on 26 criteria, where Medallia received the highest scores in both the "Current Offering" and "Strategy" categories.

"Medallia is particularly suited for enterprise programmes that prioritise organisation-wide CX engagement and are looking for a partner with a strong track record of large-scale implementations," Forrester observed in its report.

Medallia achieved the highest possible score in 15 out of the 26 criteria assessed, including areas such as soliciting feedback, voice of the employee/partner, integrations, text mining, analytics and CX measurements, and multilingual capabilities, among others. The company also excelled in governance, accessibility, usability, security and privacy, and partner ecosystem. Forrester's analysis noted Medallia's strengths in adoption and community involvement as well.

Simonetta Turek, Chief Product Officer at Medallia, commented on the recognition saying, "Medallia is dedicated to helping enterprises fulfil their brand promises and deliver exceptional experiences."

"We are honoured to be recognised as a leader in this Customer Feedback Management Wave. We work closely with our clients to provide innovative solutions that not only meet the highest security and trust standards but are also highly adopted across the organisation. With AI seamlessly integrated across Medallia Experience Cloud, our platform delivers rich customer insights and analytics that drive rapid action and significant bottom-line results."

The Forrester report also highlighted, "Medallia shines in its ability to solicit feedback, understand the voice of the employee, and deliver robust analytics and customer experience measurement."

The Medallia Experience Cloud is a comprehensive platform encompassing a broad range of omnichannel listening capabilities across every part of the customer and employee journey. It includes features for market and consumer intelligence, as well as native video, speech, and digital analytics fully embedded into the platform, providing end-to-end experience analytics.

The platform's AI-powered insights are leveraged by seven million weekly active users, optimised for every role within an organisation to facilitate timely and relevant actions.

Further capabilities of the Medallia platform include embedded automation and orchestration functionalities, responsible for driving three billion personalised actions over the past year. Medallia's robust global partner ecosystem extends to over 220 technology and services partners.

The platform's scalability and security make it suitable for enterprises across various industries and include the distinction of being the only customer feedback management vendor with FedRamp High certification.

Medallia also provides dedicated experience experts and a world-class services team to partner with clients in maximising value, innovation, and growth.