Global customer and employee experience firm Medallia has confirmed its status as an industry frontrunner, securing a prime position for the third consecutive year in the Gartner Magic Quadrant for Voice of the Customer (VoC) platforms. Backed by more than $750 million of investment in the past two years, Medallia was recognised for its 'Ability to Execute' and 'Completeness of Vision'.
Joe Tyrrell, Chief Executive Officer at Medallia, upon receiving the accolade, commented, "Medallia is so proud to be named a leader in the Gartner Magic Quadrant for Voice of Customer. Our customers are able to more easily understand the difference between data that is interesting and data that is truly important to improving experiences.
"This can be attributed to our significant investment in strengthening core voice of the customer product offerings, alongside the expansion of generative AI capabilities," he said.
"The focus has been on enabling brands to shift from simply examining data and analytics to taking action, in real-time, to deliver personalised experiences at scale."
In addition to this prestigious ranking, Medallia also topped the chart in all four use cases evaluated in the 2024 Critical Capabilities for Voice of the Customer Platforms report. The platform took the lead in Overall Customer Experience (CX), Brand Perception & Digital Journey, Drive Revenue Growth, and Customer Service & Retention.
This report offers a complementary perspective to the Gartner Magic Quadrant by providing a deeper analysis of the product or service offerings of individual providers. It highlights which ones are most suitable for various use cases. The Magic Quadrant positions vendors in a market, but the Critical Capabilities investigation goes a step further, focusing on the product/service offering.
Simonetta Turek, Chief Product Officer at Medallia, believes that their success is a testament to the company's commitment to improving customer experience. "The competition for customer loyalty and retention has never been higher," she noted. "In our 20-year journey, we've dedicated ourselves to tearing down organisational silos, empowering teams across the end-to-end customer journey. We endeavour to make an impact on customer satisfaction and revenue growth, setting us apart in the CX industry."
With ever-increasing competition and the need to deliver significant return on investment from customer programmes, Medallia steps up as a solution catering particularly towards large, complex organisations. The unified, enterprise-grade experience platform stands out with its proven capability to measure and deliver positive ROI, while also securing customer loyalty and advocacy.
