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.