Why Medallia
Why Medallia

Learn how partnering with us can transform your business — for both customers and employees.
Success Stories

See results from brands like yours
ROI Calculator

Optimize your program spend
Enterprise-Grade Platform

Explore all features and benefits
World-Class Service

Get support for crucial operations
Global Impact

Impact the world beyond your own
AI Leadership

Follow our AI experience innovations
Partner Network

Access approved, localized expertise
Platform
Medallia Platform

Explore how experiences come together in one powerful platform.
Comprehensive Feedback Capture

Collect every signal for more meaningful data
Administration

Run complex, global programs with self-service
Role-Based Reporting

Close the loop and drive action quickly
AI & Analytics

Uncover essential insights from every interaction
Integrations

Easily share data across systems and teams
Pricing

Expand your program with flexible pricing
Enterprise-Grade Security

Keep your business data safe and compliant
Solutions
Customer Experience

End-to-end customer experience management and orchestration
Overview
Customer Experience Management
Digital Experience
Experience Orchestration
Personalized Messaging
Employee Experience

Employee listening and activation solutions
Overview
Employee Listening
Employee Activation
Ideas
Contact Center

Improve agent engagement and optimize service quality
Overview
Conversation Intelligence
Agent Coaching
Quality Management
Intelligent Callback
Market Research

Expert research strategy, design, analytics, and deliverables
Overview
Agile Research
Video
Research Strategy & Services
Industries
Automotive
Financial Services
Healthcare
Insurance
Life Sciences
Manufacturing
Public Sector
Retail
Restaurants
Technology & Services
Telco & Media
Travel & Hospitality
Utilities
Resources
Discover

Get guidance from leading experience professionals across a variety of mediums.
Blog
Newsroom
Customer Stories
Event Calendar
Careers
Medallia Xchange
Learn

Whether a tenured Medallia pro or a burgeoning advocate, there’s plenty to learn.
Training & Certification
Medallia User Group
Experience 101
Experience Now
Resource Library
Partners
Support

Our team is ready to support you with knowledge, help, and new enhancements.

Knowledge Center
Contact Support
exp
EXP Now

Medallia’s On-Demand Streaming Network

Watch Now

English

SELECT YOUR REGION & LANGUAGE

  • English

  • France (Français)

  • Germany (Deutsch)

  • Spain (Español)

  • Italy (Italiano)

  • Japan (日本語)

  • Korea (한국어)

  • Latin America (Español)

Request a demo
Medallia

Glossary

Experience 101 > Glossary

Types

360 Reviews

A/B testing

Abandoned call

Abandonment rate

Acquisition

After call work (ACW)

Always-on surveys

App analytics

Artificial Intelligence

Average call time

Average first response time

Average order value (AOV)

Average reply time

Average resolution time (ART)

Average speed of answer (ASA)

Average talk time

Bird’s nest behavior

Brand advocate

Brand promise

Burnout

Business-to-Business (B2B)

Business-to-Consumer (B2C)

Call abandonment rate

Call dispositioning

Call silence time

Call volume

Channel silos

Chatbot

Chatbots

Chief Customer Officer (CCO) or Chief Experience Officer (CXO)

Chief Human Resources Officer (CHRO), Chief People Officer (CPO), and Chief Employee Experience Officer (CEEO)

Churn

Churn Rate

Clickstream data

Closed loop feedback

Coaching

Company culture

Company culture

Company mission

Company view

Company vision

Complaints

Contact center

Contact Center Agent

Contingent worker

Continuous Response Model

Conversational feedback

Conversion rate

Conversion rate optimization (CRO)

Core values

Cost per call

Cross-channel

Cross-sell

Cross-sell / up-sell

Culture fit

Customer analytics

Customer centricity

Customer community

Customer database

Customer Effort Score

Customer engagement

Customer experience (CX)

Customer experience management (CEM)

Customer experience platform

Customer Experience Strategy

Customer feedback

Customer insights

Customer Journey

Customer journey mapping

Customer life cycle

Customer lifecycle management

Customer lifetime value (CLV, LTV, CLTV)

Customer listening

Customer loyalty

Customer Persona

Customer preferences

Customer relationship management (CRM)

Customer satisfaction (CSAT)

Customer service

Customer Signals

Customer survey

Design thinking

Deskless workers

Device rotation behavior

Diarization

Digital body language

Digital experience

Digital experience analytics

Digital experience optimization

Digital Experience Score (DXS®)

Digital feedback

Digital feedback or signals

Digital transformation

Direct feedback

Direct feedback or signals

Diversity, Equity & Inclusion (DEI), Diversity & Inclusion (D&I), Diversity, Inclusion & Belonging (DIB)

Ecommerce

Empathy

Employee effort score

Employee engagement

Employee experience (EX)

Employee experience action platform

Employee journey and employee lifecycle

Employee lifecycle management

Employee lifetime value (ELTV)

Employee resource groups (ERGs)

Employee satisfaction

Employee sentiment

Employee view

Engagement rate

Engagement score

Engagement survey

Expected wait time (EWT)

Experience design (XD)

First call/contact resolution (FCR)

Form analytics

Form experience score

Frustration score

Full-time employee (FTE)

Gig economy

Heatmap

Help center or help desk

Human resources (HR)

Indirect Feedback

Indirect feedback or signals

Interactions

Interactive voice response (IVR)

Journey visualizations

KANO model

Key Performance Indicator (KPI)

Landing page

Live chat

Measurement framework

Moments of truth

Mouse reading behavior

Multi-click behavior

Multichannel

Net Promoter Score (NPS®)

Net Promoter System

Non-traditional workers

Objectives and key results (OKRs)

Omnichannel

Onboarding

Online knowledge base

Overtalk

Path Analysis

Peak moments

People analytics

Performance management

Performance Reviews

Personalization

Personalized view

Pulse Survey

Qualitative user data

Quality assurance (QA)

Quality evaluation (QE)

Quality Management (QM)

Quantitative user data

Referral

Relationship survey

Response rate

Retention

Reviews

Root Cause Analysis

Sample size

Scroll engagement behavior

Select and copy behavior

Self-service

Sentiment

Service recovery

Session Replay

Signals

Social listening

Speech analytics

Structured data

Sunburst visualizations

Talk time

Technical experience score

Text analytics

Total quality management (TQM)

Touchpoint

Transactional survey

Triggered surveys

Turnover

Unstructured data

User experience (UX)

User experience design

User friction

User friendly

User journey

User testing

Voice of the customer (VoC)

Voice of the employee

Website analytics

Wellness

Work-life balance

Workforce
#
A
B
C
D
E
F
G
H
I
J
K
L
M
N
O
P
Q
R
S
T
U
V
W
X
Y
Z