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Medallia

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From Wikipedia, the free encyclopedia
Medallia, Inc.
TypePrivate
IndustryCustomer experience
Founded2001; 25 years ago (2001)
Founders
  • Borge Hald
  • Amy Pressman
HeadquartersTysons, Virginia, U.S.
Key people
  • Mark Bishof (Chairman, CEO)
  • Sid Banerjee (Chief Strategy Officer)[1]Bas Brukx (Chief Financial Officer)[1]
  • Ram Ramachandran (Chief Transformation Officer)[1]
  • Fabrice Martin (Chief Product Officer)[2]
  • Carrie Parker (Chief Marketing Officer)[3]
Products
  • Medallia Experience Cloud
  • Customer Experience
  • Employee Experience
  • Product Experience
  • B2B Experience
RevenueIncrease US$477 million (2020)[4]
Decrease US$−149 million (2020)[4]
OwnerInvestor Group led by Blackstone[5]
Number of employees
2,037 (January 2021)[4]
Websitemedallia.com

Medallia is an American customer and employee experience management company based in Tysons, Virginia.[6] It 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.[7]

Overview

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As part of a customer experience management (CX) program, Medallia's cloud-based platform captures voice of the customer feedback across Web, social, text, video, speech, messaging, and contact center channels.[8][9] It applies artificial intelligence and machine learning to detect patterns, uncover issues, and predict customer behavior across channels.[10][11] Data is analyzed in real-time, and action workflows are provided to executive, central and front-line teams for customer satisfaction, customer loyalty, and overall business performance.[12][8][9]

Medallia's platform also includes digital experience analytics, which capture unsolicited visitor behavior signals from websites and mobile apps, such as session replays, heatmaps, and customer journey paths.[13][14] These digital behavioral insights can be viewed alongside solicited survey feedback, giving teams a combined view of what customers do and what they say. Additional capabilities include survey creation and management, text analytics and dashboarding, and direct goals and action management.

In the mid-2020s, the company focused its product development around delivering employee-facing AI-generated insights and recommended actions.[10][11][15]

History

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Founding and early growth

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Medallia was founded in 2001 by Borge Hald and Amy Pressman, who previously worked as consumer-company relationship consultants for Fortune 500 executives.[16][17] Several years after its founding, the company began expanding through acquisitions. In October 2016, Medallia acquired Kampyle,[18][19] and in 2019, Medallia acquired CoolaData.[20][21]

IPO, acquisitions, and Thoma Bravo purchase

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In July 2019, Medallia went public on the NYSE under the ticker symbol MDLA.[22] At the time, the company was led by CEO Leslie James Stretch.[22]

Following its IPO, Medallia continued to grow through acquisitions. In April 2020, the company acquired voice-to-text specialist Voci Technologies for $59 million.[23][24] In September 2020, it acquired Stella Connect, a New York–based real-time feedback, coaching, and quality management platform for customer service teams, for approximately $100 million.[25] Another acquisition followed in March 2021 with the purchase of Decibel, a London-based digital experience analytics provider, for approximately $160 million, adding session replay, heatmaps, and behavioral scoring to its platform.[13][26]

In October 2021, Thoma Bravo, a private equity firm specializing in software and technology, acquired Medallia in an all cash transaction valued at $6.4 billion.[27]

Leadership and product changes

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In early 2025, Medallia underwent several leadership and product changes. The company appointed Mark Bishof, former CEO of Clarabridge and former chief business officer at Qualtrics, as chairman and chief executive officer in January.[28] In February 2025, the company appointed Fabrice Martin as chief product officer.[29]

Debt restructuring and ownership transition

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In June 2026, Medallia announced a recapitalization agreement with its primary lenders to restructure its existing debt.[30] The agreement was finalized in August 2026.[31] Under the terms of the agreement, ownership of the company transitioned from Thoma Bravo to an investor group led by Blackstone, Apollo and FS KKR Capital Corp.[30] The transaction significantly reduced Medallia’s outstanding debt and provided $150 million in new capital.[30] Medallia intended to use the funding to accelerate AI-driven innovation.[30]

See also

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References

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  1. 1 2 3 research-live.com. 10 January 2025 https://www.research-live.com/article/news/medallia-hires-ceo-and-makes-executive-team-changes/id/5134633. {{cite web}}: Missing or empty |title= (help); Text "Medallia hires CEO and makes executive team changes" ignored (help)
  2. ↑ "Medallia unveils Fabrice Martin as new Chief Product Officer". itbrief.asia. 22 February 2025.
  3. ↑ "Medallia announces former American Express, Vericast, Kantar exec Carrie Parker as Chief Marketing Officer". retailtechinnovationhub.com. 25 March 2025.
  4. 1 2 3 "Medallia, Inc. Annual Report for fiscal year ending January 31, 2021 (Form 10-K)". U.S. Securities and Exchange Commission. 22 March 2021.
  5. ↑ Padilla, Sergio (18 June 2026). "Medallia taken over by Blackstone-led creditor group". Private Debt Investor.
  6. ↑ "Medallia to invest $2M in new Tysons East Coast HQ, adding 100 jobs". Washington Business Journal. 2025-06-17. Retrieved 2026-07-10.
  7. ↑ 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.
  8. 1 2 Horner, S.; Swarbrooke, J. (2016). Consumer Behaviour in Tourism. Taylor & Francis. p. 256. ISBN 978-1-317-74690-4. Retrieved July 24, 2017.
  9. 1 2 "Medallia Launches Social Feedback Solution". Retail TouchPoints. 2013-01-15. Archived from the original on 2013-03-08. Retrieved 2013-06-03.
  10. 1 2 "The G2 on Medallia Customer Experience". G2. Retrieved 2026-07-31.
  11. 1 2 "Medallia review 2026 — multi-channel feedback analytics". www.toolsforhumans.ai. Retrieved 2026-07-31.
  12. ↑ Milo, Moryt (2013-05-17). "Great businesses lean forward, respond fast". Silicon Valley Business Journal. Retrieved 2013-06-30.
  13. 1 2 Read, Carly (2021-03-24). "Medallia Acquires Digital Experience Analytics Leader Decibel". CX Today. Retrieved 2026-08-20.
  14. ↑ "Medallia Digital Experience Analytics". Gartner. Retrieved 20 August 2026.
  15. ↑ Fazio, Colleen (2025-04-01). "Medallia And Qualtrics Conference Highlights: Rivals Offer Different Plans For AI Enhancements Medallia And Qualtrics Conference Highlights: Rivals Offer Different Plans For AI Enhancements". Forrester. Retrieved 2026-09-16.
  16. ↑ Mitra, Sramana (2013-05-07). "Love and Startups". Huffington Post. Retrieved 2013-07-01.
  17. ↑ 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.
  18. ↑ Haggin, Patience (October 20, 2016). "Medallia Buys Customer Feedback Analytics Startup Kampyle". WSJ. Retrieved July 24, 2017. (subscription required)
  19. ↑ "TechNation: Israel's Pitango invests in Foursquare". Haaretz. October 26, 2016. Archived from the original on October 26, 2016. Retrieved July 24, 2017.
  20. ↑ Orbach, Meir (2019-06-04). "Customer Experience Company Medallia to Acquire Customer Behavior Startup Cooladata". CTECH. Retrieved 2026-08-11.
  21. ↑ "Experience Management Leader Medallia To Acquire Behavioral Analytics Startup Cooladata – Medallia". www.medallia.com. Retrieved 2025-01-31.
  22. 1 2 "Medallia Shares Soared 76% In First-Day Trading". Forbes. July 19, 2019. Retrieved September 4, 2019.
  23. ↑ "Medallia acquires voice-to-text specialist Voci Technologies for $59M". TechCrunch. 22 April 2020. Retrieved 2020-04-23.
  24. ↑ "Strip District-based startup acquired for $59 million". Pittsburgh Post-Gazette. Retrieved 2020-04-27.
  25. ↑ "Medallia Acquires Stella Connect". smartcustomerservice.com. 2020-09-04. Retrieved 2026-08-27.
  26. ↑ "Medallia To Buy Digital Experience Analytics Leader Decibel, For Approx. $160M". FinSMEs. 2021-03-05. Retrieved 2026-09-02.
  27. ↑ "Thoma Bravo to take software firm Medallia private for $6.4 bln". Reuters. 26 July 2021. Retrieved 7 May 2026.
  28. ↑ Mitchell, Charlie (2025-01-07). "Medallia snags former Qualtrics exec Mark Bishof as CEO". CX Today. Retrieved 2026-05-24.
  29. ↑ Spick, Geoff (2025-10-22). "CXM Talks to Medallia's CPO, Fabrice Martin, About the 2026 Evolution of Customer Experience". CXM. Retrieved 2026-05-24.
  30. 1 2 3 4 Chowdhry, Amit (2026-06-19). "Medallia Announces Recapitalization And Ownership Transition". Pulse 2.0. Retrieved 2026-08-05.
  31. ↑ "Medallia Completes Recapitalization And Secures $150 Million In New Capital". pulse2.com. Retrieved 2026-08-06.

Further reading

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