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Medallia, Inc., the global leader in customer and employee experience management, today revealed its latest innovation agenda at Experience ‘26 in Las Vegas. Building on the success of its Frontline-Ready AI™ launch—now adopted by over 550 major brands—these new capabilities focus on making advanced analytics accessible, actionable, and secure for every team member, from frontline employees to executives.
Insights Assistant allows any user to “talk” to their data using natural language queries, delivering trusted answers grounded in the organization’s unique operational context. It respects access permissions, hierarchies, and security protocols without relying on public models, ensuring data privacy and accuracy. Users can validate hypotheses, uncover root causes, and generate exportable reports seamlessly within the platform.
“These innovations represent a significant leap forward in making sophisticated and previously out of reach data analysis accessible and actionable for every user across an organization,” said Fabrice Martin, Chief Product Officer at Medallia. “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. As customers scale and grow, this capability becomes increasingly valuable, giving them a real competitive advantage and the ability to truly transform their businesses.”
Smart Topic Builder uses AI to automatically identify emerging trends and create relevant topics, cutting weeks of manual effort down to minutes. Unlike black-box systems, it provides full transparency, allowing users to audit and approve rules to maintain explainability and trust in the insights generated.
Medallia’s native GenAI capabilities—Intelligent Summaries, Root Cause Assist, and Smart Response—now extend to French and German, joining Spanish support from the Fall 2025 release. This enables multinational enterprises to standardize experience management and deliver consistent service quality across regions without language barriers.
Enhanced Action Planning allows teams to initiate targeted plans directly from reports, embed performance tracking into daily workflows, and correlate actions with measurable shifts in key metrics like NPS and OSAT. This visibility helps leaders prove ROI, eliminate guesswork, and focus on high-impact strategies.
New Account Profiles consolidate business account health metrics with individual stakeholder interactions in one place. This eliminates data silos, simplifies navigation between macro trends and micro details, and equips teams to prioritize growth and retention efforts more effectively.
These innovations empower organizations to capture experience signals at scale, democratize access to insights, and convert them into decisive, measurable actions—ultimately transforming customer and employee experience into a core driver of business growth.
About Medallia
Medallia is the global leader in customer and employee experience, trusted by the world’s most iconic brands — including 7 of the Fortune 10. Medallia’s AI-driven platform helps enterprise organizations turn billions of feedback signals into clear, prioritized actions. With deep domain expertise, a powerful partner ecosystem, and consistent leadership recognition from top industry analysts, Medallia transforms customer experience into a strategic driver of business growth.
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