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Medallia sells software that helps big companies collect and act on feedback from their customers and employees.
Medallia is a software company that helps big organizations listen to people. When you get a survey after a hotel stay, a call to your bank, or a purchase from an online store, there is a good chance Medallia's software built that survey and is busy sorting the answers. The company sells this customer experience software to large enterprises across industries like retail, hospitality, banking, telecom, and healthcare.
The core idea is simple. Most big companies are bad at knowing what their customers actually think, because feedback is scattered across emails, call centers, review sites, and apps. Medallia gathers all of it in one place, uses text analysis to make sense of written comments, and gives managers dashboards and alerts so they can spot problems fast — say, a spike in complaints about a specific store or product — and fix them before customers walk away. It has expanded into employee experience too, running surveys and feedback tools for staff. Large companies buy it because a small bump in customer retention is worth far more than the software costs, and rivals like Qualtrics and Salesforce compete in the same space. Medallia's roots are a good story. It was founded in 2001 by Amy Pressman and Borge Hald, a married couple who started it out of their home. It grew steadily, counting major hotel chains and banks as customers, and went public in 2019. Then in 2021, private equity firm Thoma Bravo took it private in a deal worth about $6.4 billion. That means Medallia no longer trades on a stock exchange, so ordinary investors can't buy shares — a notable change for a company that had spent two years as a public one.
Like many software companies, Medallia makes most of its money from subscriptions: customers pay recurring fees to keep using the platform, rather than buying it once. That model gives predictable revenue, but growth slowed after going private as the company focused on profitability and integrating acquisitions. Its main challenge is competition from cheaper, nimbler tools and from giant platforms that bundle feedback features into products customers already use. Medallia's bet is that experience management is important enough to deserve dedicated, best-in-class software rather than a checkbox feature.
Saved answer · last researched 15 Nov 2026