Medallia Delivers Insights from Unstructured Data to Fuel Customer Experience Innovation

SAN MATEO, CA—November 8, 2017—Medallia, Inc. (medallia.com) today announced at Experience Europe a powerful new update to its text analytics engine, a key component of Medallia Experience Cloud™. Medallia Text Analytics™ uses machine learning techniques to enable companies to analyze written feedback at scale, unlock themes, detect new trends, and prioritize areas for action. Customers today provide feedback in their own words in social media, online reviews, emails and surveys. Companies can now empower every employee in the organization to understand customer sentiment by embedding text analytics into the daily operations of the organization.

By 2022, 93% of all data will be unstructured. With the ability to mine and interpret large quantities of unstructured data, companies can now gain insights beyond just a numerical score to a survey question. Understanding customer comments can reveal valuable information that has traditionally been unavailable or too difficult to analyze manually.

New features that make Medallia Text Analytics smarter, faster and more powerful ensure that the voice of the customer is heard throughout the organization and employees are empowered to act on customer feedback:

• Smarter—Theme Investigator relies on machine-driven analysis to surface new themes so companies can pinpoint where problems are occurring and investigate root causes
• Faster—With the Text Analytics Add-On, companies can make sense of unstructured data immediately and accelerate time-to-value
• More Powerful—Topic Alerts surface high priority issues, enabling the right employees to take action based on customer comments and feedback

“The most successful outcome of our implementation of Text Analytics has been bringing the customer into the entire company,” said Ulrich Kunzi, Senior CX Management Specialist, Sunrise Communications.

Medallia Text Analytics can be integrated into any new or existing Medallia program. Starting today, with the new Text Analytics Add-On, companies can quickly receive the full power of the text analytics engine, with suggested starter topics and best practice reports to enable everyone in the organization to take action on the data.

“Unstructured data from customers provides a gold mine of information,” said Borge Hald, CEO and Co-Founder, Medallia. “Yet many companies aren’t using this data to make business decisions. Our text analytics engine can quickly pull insights and themes in many languages, understanding sentiment and addressing issues in real-time.”

With Medallia Text Analytics, companies can uncover insights hidden in text commentary, ultimately empowering companies to anticipate customer needs and adapt their organizations to meet them.