October 06, 2025
Medallia Sees 30% Growth For its AI-Powered Experience Cloud
On the heels of appearances in Gartner’s voice of the customer platforms Magic Quadrant and wider industry recognition. Medallia has announced platform growth of over 30%, driven by AI-focused product innovation and fresh leadership.
Last year, CEO Joe Tyrrell stepped down, replaced by Mark Bishof. He bolstered his team, with recent senior additions. Notably; Lourdes Caballero as SVP of People & Culture, Eric Din as SVP of Global Alliances, Craig Lyons as SVP of Global Professional Services and Courtney Shealy as SVP of Global Presales. All driving the company’s fresh focus and growth.
With a new east-coast office to support the San Mateo HQ, there is plenty of development within the business and on product. CXM is talking to Chief Product Officer Fabrice Martin later in the month, check back for further detail and insights.
Medallia Pushing For Growth
“With 30% year-over-year growth in demand for our product and recognition as a Leader by top analysts, Medallia is the clear platform of choice for complex experience opportunities,” said CEO Mark Bishof. “AI is reshaping how enterprises act on feedback, and our platform transforms that data into actionable intelligence, driving real business outcomes. We’re perfectly positioned to capitalise on this momentum, helping organisations win through superior experience management.”
Recent news includes partnerships with Volkswagen UK and Ipsos, and City Cruises while the company highlights success and strong business results from brands like TransUnion and Nationwide.
Innovation and AI for the Road Ahead
The company also continues to deliver on enterprise-grade product innovation, recently launching AI-powered capabilities designed to help organisations anticipate needs, personalise interactions, and deliver stronger business results.
Recent update highlights to Medallia Experience Cloud include improved “data exchange between Conversations and Experience Cloud for improved throughput, stability, and reliability, allowing more conversations to be processed simultaneously with built-in throttling and retries.”
Medallia’s Frontline-Ready AI solutions deliver intuitive, context-aware intelligence to those working directly with customers. They drive fast, smart decisions at scale, with no technical AI expertise needed.
A major global hospitality brand has seen an 80% reduction in response times leading to 3.4 years of time saved annually by implementing Medallia Smart Response.
Medallia’s recent partnership with Adobe saw it integrate AI agents into Adobe’s Experience Cloud platform, delivering value across business ecosystems focused on higher-profile technology brands.
And, as Medallia gets ready to celebrate CX Day, check out the latest blog post on why “Why Customer Experience Will Always Be Human-Focused: A CX Day Reflection” highlighting the future of CX.
It notes that “Given ongoing economic uncertainty and global turmoil, many customers are questioning the brands they support more than ever. While convenience might continue to be a purchase driver, more customers will opt for less convenience to align their dollars with their values (which includes how brands treat employees). Convenience will be less of a differentiator as AI creates more efficiencies for both brands and customers. That means customer experience must be personal, and emotionally connect with customers.”
Come 2026, expect plenty more news from Medallia with the company’s Experience 2026 event lined up for next February in Las Vegas. Well worth the trip, if you want to find out more about the company and products, and get a peek into the future of customer experience management.
