Medallia has unveiled a transformative vision for the future of CX, introducing seven AI-powered tools designed to move enterprises from traditional surveys to real-time automation and action. Announced at Medallia Experience ‘25 in Las Vegas, these advancements aim to transform how businesses harness customer data, leveraging AI to enhance decision-making, streamline operations, and drive meaningful engagement.
“This is a pivotal point for the industry and a time when enterprise organizations must move beyond siloed, survey-centric programs. These new AI capabilities enable our customers to understand and act quickly on all unstructured data from digital behaviour and voice and chat conversations, not just structured survey feedback,” said Mark Bishof, CEO of Medallia. “Our unique ability to bring omnichannel insights together in one platform and our industry-leading artificial intelligence position Medallia as the only CX company ready to lead this transformation into the next generation of customer experience.”
With 1.2 million daily active users, Medallia’s latest AI-powered tools enhance the speed and efficiency of insights by analysing unstructured data from digital interactions, voice calls, and chat conversations. These solutions also enable businesses to go beyond data collection and take immediate, impactful action on customer feedback.
In the digital realm, Prescriptive Digital Experience Insights now proactively recommends solutions to enhance user experiences, while Digital Session Summarisation allows businesses to grasp key behavioural trends quickly without the need for manual session reviews. These capabilities help companies optimise their digital platforms and resolve customer issues more efficiently.
For contact centres
Medallia’s AI-driven Coaching Intelligence equips managers with automated session summaries and personalized coaching recommendations, ensuring agents receive targeted support. In addition, Intelligent Summaries streamline workflows by automatically generating concise call and chat recaps, allowing agents to respond to inquiries faster and more accurately.
Omnichannel engagement
Smart Response utilises AI to craft personalized customer feedback replies, freeing employees to focus on high-value interactions. Themes with Generative AI enhance trend analysis by providing precise, user-friendly insights, reducing the time spent identifying emerging patterns.
Additionally, Root Cause Assist automates root-cause analysis, enabling businesses to uncover critical issues and trends without complex analytics setups.