February 12, 2026
New Medallia Launch Ends the Era of Insights Locked Behind Dashboards
Medallia has announced a new suite of AI-powered capabilities at its annual conference Experience ’26, aimed at making customer and employee experience data accessible to every level of an organisation, not just analysts and data teams.
The new suite of innovations enables the intern, the contact centre agent, and the regional director who has 15 minutes before her next call to ask a question and get an answer.
The most prominent addition is Insights Assistant, which allows users to ask questions about their customer data in plain language rather than through structured queries or dashboards. A manager wanting to know why satisfaction scores dipped in a specific region, or which complaint categories spiked last month, can type the question directly and receive an answer drawn from the organisation’s own data.
The feature respects existing access permissions, so users only see data relevant to their role. Responses can be exported as reports without leaving the platform. For organisations where data requests have historically required analyst involvement or significant lead time, this kind of self-service access represents a practical shift in how teams work.
Automating Text Analytics Maintenance
Smart Topic Builder addresses a more operational problem, which is keeping text analytics topics up to date. Traditionally, this has required ongoing manual effort to identify and categorise emerging themes in customer feedback. The new tool uses AI to detect trends and suggest topic classifications automatically.
Notably, the process is not fully automated; proposed rules require human review and approval before going live. According to Medallia, this transparency is a deliberate design choice, keeping teams in control of what gets tracked and how.
Updates to Action Planning allow teams to create action plans directly from within any report, rather than moving between systems. Performance tracking is built into the workflow, and individual actions can be tied to specific metric changes, such as shifts in NPS or OSAT scores, so organisations can monitor whether a given intervention actually produced results.
The ability to connect actions to measurable outcomes has been a consistent ask from experience management teams, who have long struggled to demonstrate the business value of CX investments.
GenAI Language Expansion
Medallia’s existing GenAI features, Intelligent Summaries, Root Cause Assist, and Smart Response, are now available in French and German, following the addition of Spanish in the Fall 2025 release. The platform supports four languages natively, which matters for multinational organisations trying to maintain consistent processes across regions without building separate workflows for each market.
Account Profiles brings together account-level health metrics and individual contact data in a single view, specifically for B2B use cases. Previously, getting a complete picture of a business client often meant pulling information from multiple instances or data sources. The new feature consolidates this into one place, allowing teams to move between high-level account trends and individual stakeholder interactions without switching systems.
Building on Existing Momentum
Since Medallia introduced its Frontline-Ready AI capabilities, over 550 organisations have deployed features including Intelligent Summaries, Root Cause Assist, Smart Response, and Themes with GenAI. The latest release builds on that foundation, extending AI functionality further across the platform and broadening access to users who may not have engaged with data tools before.
Medallia’s Chief Product Officer Fabrice Martin said: “By building AI directly into the tools that employees use every day, we’re helping customers make smarter decisions, faster. There’s no extra complexity or new systems to learn, and the insights are built right into the work they’re already doing.”
Whether adoption follows the same trajectory will depend on how well the tools integrate into existing workflows, something Medallia says was a guiding principle throughout development.
