Medallia has announced the finishing of a definitive agreement to acquire Thunderhead, a customer journey orchestration platform.
The deal will see Thunderhead strengthening Medallia’s ability to deliver personalised journeys and conversations across all online and offline channels. This will allow Medallia’s customers to increase brand loyalty, sales, and growth.
Medallia CEO Leslie Stretch said: “We continue to blaze the innovation trail for the customer experience world. This latest acquisition is targeted at the needs of the most pioneering enterprise companies who are looking for new ways to make customers feel known, no matter where they are interacting.”
“The combination of Medallia Experience Cloud and Thunderhead’s open technology for real-time interaction delivers feedback-driven personalization on a massive scale. Thunderhead’s journey orchestration capability ensures every enterprise can make the most of feedback data to shape their product and service offerings, customer journeys, and experiences.”
Thunderhead’s platform has been used by some of the most known global brands, such as EnBW, the Cleveland Cavalier, Bosch, and AT&T. The platform encompasses customer journey orchestration, real-time interaction management, customer journey analytics, and many other features.
Thunderhead can be integrated with a host of platforms, depending on the type. For data and databases, Thunderhead integrates with Databricks, Microsoft Power BI, Tableau, Sitecore, and Snowflake, to name a few.
Thunderhead CEO Glen Manchester said: “Medallia pioneered customer experience management and continues to lead the category. Medallia’s ability to capture signals from an extensive range of sources to operationalise insight and drive action has kept it at the forefront.”
“The acquisition of Thunderhead by Medallia heralds the next era of customer experience. We pioneered the idea of The Customer Operating System™, with our closed-loop customer engagement platform powered by continuous listening, feedback, and learning, all actioned through our unique fusion of journey orchestration and real-time interaction management (RTIM),” Manchester continued.
“With Thunderhead, Medallia can ensure that every single aspect of the customer lifecycle — marketing, commerce, sales, and service — will be a seamless, relevant, and frictionless experience.”
