Medallia, Inc., the leading AI-driven platform for experience transformation, today announced the general availability of new Frontline-Ready AI™ capabilities that are already delivering transformational productivity for global enterprise customers. Building on its recent commitment to accelerated innovation, Medallia is moving enterprise-grade AI from proof-of-concept to production at scale. With more than 40% of its top 300 customers, including 6 of the Top 10 Hospitality brands, already leveraging generative AI features less than 12 months from initial launch, Medallia is rapidly bridging the 'GenAI divide.'
40% of top 300 enterprise customers (representing $200M+ software ACV) have enabled generative AI.
80% time saved annually by frontline teams using Smart Response.
400% average time saved with Intelligent Summaries for conversational data.
5x faster topic discovery and 6x faster model auditing with Smart Topic Builder.
GenAI language support expanded to German and French.
Medallia serves 7 of the Fortune 10 companies.
80% time saved annually by frontline teams using Smart Response to manage customer feedback at scale, with no additional headcount. 400% average time saved with Intelligent Summaries for conversational data, compressing hours of transcript analysis into immediate, actionable intelligence. 5x faster topic discovery and 6x faster model auditing with Smart Topic Builder. 3 months of manual analysis compressed to near real-time insights with Root Cause Assist.
Fabrice Martin, Chief Product Officer at Medallia, stated: "The GenAI divide is real, and it is widening. While many have experimented with AI, few have operationalized it at scale. We are closing that gap by rapidly delivering enterprise-ready AI embedded in the systems our customers already trust."
Medallia's Frontline-Ready AI™ runs on the same live system that powers the most complex enterprise organization hierarchies in the world, ensuring that permissions, reporting lines, regional boundaries, and security are right at deployment and stay right as the organization changes.
Michael Morton, Senior Vice President of Brand Management and Member Services for BWH® Hotels, stated: "In today's fast-paced travel environment, the sooner we gain insights, the quicker we can take action. Medallia's AI-driven capabilities allow us to uncover recurring themes across cleanliness, service, and amenities — giving our properties the real-time sentiment needed to prioritize service recovery."
Smart Topic Builder replaces one of the most time-intensive tasks in experience management — manual topic discovery and text analytics model configuration — with a GenAI-powered process that cuts setup time from days to minutes. GenAI Language Expansion now includes German and French across Intelligent Summaries, Root Cause Assist, and Smart Response, joining existing support for English and Spanish.
About Medallia
Medallia is the #1 AI-driven platform for experience transformation, trusted by the world's most iconic brands — including 7 of the Fortune 10. With Medallia, enterprise organizations turn billions of feedback signals into clear, prioritized business actions. With deep domain expertise, proven enterprise infrastructure, a powerful partner ecosystem, and consistent leadership recognition from top industry analysts, Medallia transforms customer experience into a strategic driver of business growth.
