Medallia, a provider of customer and employee experience solutions, and Ada, a customer experience company, have partnered to create a joint solution that unifies Ada's system of real-time, artificial intelligence-powered action with Medallia's deep omnichannel customer experience and operational intelligence to help CX and contact center leader transform insights across channels into timely, automated actions that resolve customer issues, guide purchases, and orchestrate complex workflows.
At the core, Medallia unifies signals across voice, digital, surveys, and the contact center, now including Ada AI Agent conversations, into a single source of truth that informs Ada's ACX playbooks and in-session decisions. Medallia, which ingests more than 8.2 billion records annually, will ingest Ada's conversational records alongside calls, surveys, and digital signals to reveal loyalty drivers, recognize obstacles, and identify operational improvement opportunities across the customer journey. These insights then guide Ada's AI Agents to personalize and execute policy-aware workflows, while outcomes flow back to Medallia.
"We're excited about this new partnership with Medallia and what it represents for the future of customer experience," said Mike Murchison, CEO and co-founder of Ada, in a statement. "This is the creation of a transformational customer experience system that learns, improves, and scales. Ada can now leverage Medallia insights to prioritize the right journeys, shape agent tone and behavior, and design unique playbooks around our customers' highest-volume, highest-friction issues. The result is that CX leaders can quickly scale agentic AI from lighthouse use cases to increasingly complex enterprise programs with predictable guardrails, shorter deployment cycles, and finance-ready measurement, all within the same system."
Contact center and CX teams can also leverage the solution to increase direct feedback and response rates after chat interactions have concluded by activating Medallia Experience Cloud (MEC) post-interaction surveys directly in Ada. This further aligns rich feedback with conversational data through a singular, unified analytics and automation ecosystem.
"Our innovative solution connects rich CX insights to immediate, automated actions that fuel deeper omnichannel experiences," said Sid Banerjee, chief strategy officer of Medallia, in a statement. "This further closes the gap between understanding customer needs and acting on them, modernizing the future of Voice of the Customer programs and enabling CX and contact center leaders to prioritize high-value automation cases, offering a clear path to improve experiences and performance at scale."