New Frontline-Ready AI™ Innovations: Empower Every Team to Act Faster

Did you miss Medallia’s Fall 2025 Release webinar? Here’s the overview of our powerful new features that eliminate guesswork and help every team member turn customer experience data into impactful action.

Most companies are sitting on a goldmine of customer feedback. The problem? By the time that feedback becomes actionable insight, the moment has passed.

Data lives in disconnected systems. Analysis requires specialized skills. Root cause identification takes weeks. Meanwhile, customers are already frustrated, and revenue is walking out the door.

That’s where Frontline-Ready AI changes the game. Our latest release gives teams AI tools that don’t just analyze—they understand, explain, and act. Insights surface in minutes, not weeks. Root causes are automatically identified. And actionable recommendations reach the right people, in the moments that matter most. No data science degree required.

The result is a shorter path from feedback to action—and fewer customers slipping through the cracks.

Let’s dive in.

Intelligent CX Everywhere: Closing the Gap from Insight to Action

While other companies just collect feedback, Medallia helps you close the gap. This means empowering teams across the entire enterprise—from the C-suite to the newest associate—to solve problems at the source, not just in the moment.

Here’s a look at the features that make this a reality:

1. Instant clarity for everyone: Intelligent Summaries for Text Analytics

If you’re a CX leader or Insights Analyst, you know the pain: mountains of unstructured data, from reviews and comments to transcripts, that require hours of manual sifting. This often leads to delayed visibility into critical issues.

Not anymore.

We’re expanding Intelligent Summaries to cover all of your unstructured data, integrating it directly into our Text Analytics engine. This is generative AI at its best—working for you.

• How it works: In a single click, Medallia generates an executive-level summary of comments, giving you an immediate, holistic understanding of the specific customer experiences tagged to a topic or theme.
  
• The value: It reduces time spent sifting through comments and lets you know right away if a topic is worth a deep dive. What used to take hours now takes seconds. 

Suddenly, you’re not combing the beach for hours, hoping to find something valuable. Instead, you’re instantly pulled toward what matters most.

This is how we democratize data analysis, letting analysts focus on strategy while empowering everyone to prioritize action.

2. Stop the digital domino effect: Digital Experience Analytics (DXA) for Mobile Apps

Mobile is where your customer lives now. If you can’t connect what happens in-app to the broader customer journey, you’re flying blind.

In our webinar, we showcased a powerful example with our fictional retailer, GoodHome. An increasing Frustration Score led a digital manager to see a huge spike in Unresponsive Touches on the mobile app. Within moments, using DXA for Mobile Apps, they saw a session replay revealing the root cause: an app bug preventing customers from checking their ‘In-Store Pickup’ order status.

This bug, if left unaddressed, would compound into calls to the contact center, frustrated in-store customers, and ultimately, lost revenue.

DXA for Mobile Apps gives you a complete, connected view of user behavior, friction points, and performance gaps so you can resolve issues faster and deliver seamless mobile experiences that protect and grow your revenue.

3. Resolving issues with context and confidence: Total Experience (TX) Profiles

Behind every score and summary is a real customer with a story. Frontline managers need to understand that story, but traditional CRM views only tell part of it.

Total Experience Profiles eliminate guesswork by unifying every customer signal—from purchase history and survey responses to call transcripts and app behavior—into a single, chronological timeline.

In our demo, a Contact Center manager was able to quickly review a long-time customer’s TX Profile. They immediately saw the customer’s strong loyalty and confirmed that her recent issue with the app was not user error but rather a systemic problem. This context allowed the manager to recover the relationship with a personalized, confident, and proactive follow-up, ensuring they closed the loop with confidence.

4. Frontline action, on-the-go: Mobile Scorecards Upgrade

If the insight isn’t in the hands of the person who can act, it’s just data. We’re thrilled that many of our users return to Medallia Mobile regularly. Now, we’re making that access even more timely and targeted.

• Mobile Scorecard Notifications: All employees, from frontline managers to the C-suite, can now set personalized push notifications based on what they care about most—like a 5-point dip in their store’s satisfaction score. This enables users to respond to issues faster without having to click into dashboards.
• Root Cause Assist on Mobile Scorecards: No more switching tabs! In a single tap, Root Cause Assist digs into your scorecard metric to reveal the underlying drivers from across all your data sources (surveys, calls, chats, etc.). This ensures that even when on the go, the frontline team can move from signal to source in seconds.

5. GenAI for the global enterprise: Spanish Language Expansion

Finally, we are dramatically expanding the accessibility of our Frontline-Ready AI. We are proud to announce our language expansion to Spanish of our most impactful GenAI features: Intelligent Summaries, Smart Response, and Root Cause Assist.

This is a massive step forward, enabling our Spanish-speaking teams to:

• Get quick summaries of calls, chats, topics, or themes.
• Uncover what’s contributing to a metric change.
• Close the loop in seconds with empathetic, personalized, and on-brand responses.

Our focus on responsible, secure, scalable AI extends with this language expansion. We’re not just relying on the built-in capabilities of large language models: we’re applying a layer of strict validation to deliver reliable, supported accuracy.

Faster Insights, Faster Action with Medallia

Every moment we shared during the Fall 2025 release points to one core idea: giving your teams the clarity and confidence to act. This suite of actionable tools, working together in Medallia, truly forms the fastest path to fixing your biggest business challenges.

Welcome to the monumental shift from guessing to knowing.

Ready for a deeper dive? Check out the full Medallia Fall 2025 Release webinar, which brings to life how our Frontline-Ready AI features enable every team member to turn insight into action—anytime, anywhere.