Medallia has announced a new set of innovations designed to enhance omnichannel customer experience management.
Presented at Medallia’s Experience ‘26 event, these capabilities address the challenges of turning complex customer data into actionable inisights.
The platform now includes generative AI tools designed to reduce the effort required to analyze customer signals, make data more accessible, and help organizations act on insights.
Fabrice Martin, Chief Product Officer at Medallia, explained that by embedding AI into everyday workflows to generate valuable insights, enterprises can improve their performance and gain a competitive edge.
“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,” Martin explained.
“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.”
Tackling Complex Data Handling
Many traditional companies have difficulty accessing insights from multiple channels, with analysis often requiring specialized skills or separate tools, causing slower decision-making.
This requires manual effort when extracting trends and insights, as insights are often stored separately from tools, and acting on data requires switching platforms or workflows.
And as organizations grow, customer data volume increases, making it difficult to maintain consistent and timely insights without automated support.
Without automation, teams may struggle to spot trends, respond to issues, and deliver a seamless experience across all channels.
This slows decision-making, creates gaps in understanding, and makes omnichannel customer experience management more complex.
Medallia’s AI Innovations
Medallia’s latest innovations combine AI-driven analysis, automation, and unified data views to shorten the time between receiving customer feedback and taking informed action.
Insights Assistant: As a conversational AI tool, this assistant allows users to answer data questions in plain language and delivers concise insights without manual report building.
Smart Topic Builder: A generative AI feature that automatically discovers and forms topics from unstructured texts like customer feedback, using AI to detect trends and themes in their responses and suggests other related comments for users to review and approve.
GenAI Language Expansion: This provides expanded support for generative AI capabilities across multiple languages, offering text summarization, root cause analysis, and conversational AI for French, German, and Spanish, processing local language feedback directly within the platform.
Enhanced Action Planning: Connecting insights directly to operational actions and outcomes, users can launch action plans straight from insight reports to assign tasks, monitor progress, and link specific actions to key metrics like Net Promoter Score (NPS) or customer satisfaction scores in real time.
Unified B2B Account Profiles: This is provides a consolidated view that brings business account-level metrics together with individual customer interactions in one place, storing account health data and individual customer engagement details in a single instance and allowing users to switch between high-level trends and specific stakeholder interactions without switching systems.
Improving Omnichannel Experiences
Medallia’s innovations aim to reduce friction with experience management, improve responsiveness, and enable more consistent customer journeys across channels.
The capabilities offer organizations faster insight generation, as conversational AI and automated topic detection reduce the need for manual analysis, helping teams identify trends and pinpoint root causes faster, shortening the time between feedback and action.
Natural language capabilities also offer broader access to insights, making data more accessible to non-technical users so they can explore experience data without relying on analysts.
These also improve omnichannel visibility for CX teams. As AI models analyze structured and unstructured feedback across channels inside one platform, this provides a consistent view of the customer sentiment and experience drivers.
Increasing global language support allows multinational organizations to take advantage of these innovations and analyze feedback in local languages, supporting standardized reporting and decision-making across regions.
Establishing a clearer link between action and outcomes allows organizations to connect insights directly to measurable metrics like NPS and satisfaction scores, meaning teams can track whether these interventions are improving results.
By introducing reduced data silos in B2B environments, unified accounts and individual profiles provide a consolidated view of customer health, supporting better retention, prioritization, and account management decisions
Together, these innovations automate insight generation, open access to data, and help teams act on feedback more quickly across all channels.
