Most enterprises already have the data. What they’re missing is the bridge between signals and decisions — where a call transcript or survey or digital visit actually changes what someone does next.
That bridge is what Medallia has spent twenty-five years building: the nervous system of experience for the enterprise — a continuous loop turning signals into insights, insights into actions, and actions into measurable business outcomes.
That work just earned some outside validation: Forrester named Medallia the only Leader in its 2026 Customer Feedback Management and Analytics Wave — the highest-scoring vendor evaluated, for both current offering and strategy.
Backing that up: our $500 million commitment to innovation, including AI transformation, and more support to help you scale.
All of it runs on the same foundation: Frontline-Ready AI™, built for the people closest to the customer — not a power-user tool, but intelligence embedded directly into how frontline teams already work. It’s already live across 650+ enterprise brands, processing 4.1 billion feedback signals a year, up 30% from last year alone.
Frontline-Ready AI already powers how you Analyze and Assist today. This release makes both sharper, and highlights where we’re headed next with our third pillar: Automate.
Here is a look at what’s available today and where experience intelligence is headed next.
What’s new at a glance
Analyze — sharper insight, no blind spots
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Understand feedback in four more languages. Smart Response, Root Cause Assist, and Intelligent Summaries now work natively in German, French, Spanish, Japanese, Korean, Italian, and Portuguese.
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Hear every conversation, everywhere. Speech adds native support for six more languages: Russian, Cantonese, Swiss German, Norwegian, Turkish, and Slovak.
Assist — the right action, faster
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Audit an entire topic segment in one click, not just topic by topic — critical for multi-signal, speech, and Contact Center data.
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Localize Smart Response for any market — greetings and signatures that match how your teams actually work.
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Set up push and SMS invitations yourself directly in Admin Suite.
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Track any outcome on any Action Plan, multiple metrics at once, with zero configuration.
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Ask your own data direct questions in plain language with Insights Assistant — now expanding to more brands.
Automate — where we’re headed next
Analyze: Sharper insights with zero blind spots
Analysis is where speed matters most—turning unstructured noise across every channel into insights your team can act on immediately, not just read about.
Our core AI analysis tools — Intelligent Summaries, Root Cause Assist, and Themes with GenAI — are already delivering efficiency gains. One of the largest U.S. grocery retailers reduced trend discovery from months to minutes using Root Cause Assist, while The Venetian Resort Las Vegas used Intelligent Summaries to transform competing opinions about operational shifts into fact-based action plans.
We’re also continuing to remove global cross-channel language barriers, ensuring analysis has zero blind spots:
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GenAI language expansion: Smart Response, Root Cause Assist, and Intelligent Summaries now natively support Japanese, Korean, Italian, and Portuguese.
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Speech language expansion: Medallia Speech now natively supports six additional languages: Russian, Cantonese, Swiss German, Norwegian, Turkish, and Slovak.
Assist: Closing the insight-to-action loop
A clear insight is only useful if it reaches the right person in time to act on it. That’s the real test of an experience platform — not just what it tells you, but how fast that turns into the right response.
1. Smart Topic Builder & Segment-level AI auditing
Since becoming generally available earlier this year, Smart Topic Builder has transformed how organizations manage Text Analytics. By using machine learning to automatically tag unstructured feedback and GenAI to recommend precise rules, Smart Topic Builder lets teams add add AI-discovered topics into existing custom hierarchies — without manual rule-writing, enabling 5x faster topic discovery and reducing topic update times by 85%.
And for your IT teams, now, we’re taking that foundation even further to simplify long-term taxonomy maintenance. With segment-level AI auditing, admins can evaluate rule precision for specific data segments —such as agent-only contact center transcripts or dedicated survey programs. By giving the AI explicit segment context, teams can validate topic accuracy in one click, keeping topic hierarchies current across every channel with zero manual upkeep.
2. Smart Response Localizations
Smart Response (which provides personalized, empathetic, and accurate responses to customers, in real-time, through our generative AI) is already reducing response times by up to 80% (helping clients like Sekisui House boost feedback response rates from 35% to nearly 90%).
As part of this release, teams can now:
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Customize email greetings to reflect regional cultural nuances.
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Swap name and email fields in the signature for a central team name or individual name, in native languages—for global operations.
3. Self-Service Enhanced Survey Distribution
Gathering feedback in the moment requires reaching customers on their terms. Enhancements inside Admin Suite give teams complete self-service control to launch and manage push, SMS, and custom channel invitations.
Early deployments with brands like Albertsons, a national supermarket chain, showed a +21% YoY increase in digital sales, driven by real-time push notifications sent right after checkout.
4. Track Any Outcome for Action Plans
To help teams prove business impact, teams can now track any outcome on any Action Plans from scratch, selecting multiple metrics that matter most to their business with zero configuration. Instead of picking one score and hoping it tells the whole story, teams can track compound goals — like Store Satisfaction alongside Ease of Self-Checkout — side by side in the same plan, and see the complete picture of what a fix actually delivered.
5. Insights Assistant
With nearly 50 enterprise brands (including Ford Motor Company, AdventHealth, and Margaritaville Hotels & Resorts) already onboard, Insights Assistant enables anyone — from frontline managers to executives — to ask plain-language questions and receive grounded, traceable answers paired with recommended next steps. Role-based governance ensures every user sees insights tailored specifically to their permissions.
Automate: The road ahead
While Analyze and Assist are live today, with more on the way — and the same investment fueling that continued work is what’s accelerating what’s next: Automate.
We are building toward a future where experience intelligence transitions from human-triggered responses to governed, autonomous action:
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Conversational experiences: Continuous, AI-driven dialogue that moves beyond static survey schedules, paired with conversational setup across the Medallia platform.
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AI-driven action orchestration: Cross-functional workflow orchestration that automatically routes and prioritizes tasks across service, operations, and product teams without manual handoffs.
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Agentic automation: AI agents capable of reasoning through root causes and resolving friction points (like recurring billing errors) before a support ticket is ever created — backed by the enterprise governance, permissions, and security hierarchy that Medallia has built over decades.
Frontline-Ready AI™ in action
Recognized by Forrester as the only Leader in the 2026 Customer Feedback Management and Analytics Wave, Medallia remains committed to delivering trusted, actionable AI built for the enterprise.
Existing Clients: Reach out to your Account Manager to activate these new 2026 H2 features today.
New to Medallia? Request a demo to see how Frontline-Ready AI can transform your experience program.
