Medallia’s Thunderhead Named a Strong Performer for Real-Time Interaction Management by Independent Research Firm

PLEASANTON, Calif. – May 26, 2022 – Medallia, Inc., the global leader in customer and employee experience, today announced that its journey orchestration platform, Thunderhead, has been named a strong performer in The Forrester Wave™: Real-Time Interaction Management, Q2 2022. The Wave analysis evaluates the 14 most significant Real-Time Interaction Management (RTIM) providers on 28 criterion, grouped into three main categories, current offering, strategy, and market presence.

Thunderhead received the highest score in the Current Offering category among the Strong Performers. It also received the highest score among Strong Performers in the Experience Orchestration criterion and received the highest scores possible in the Customer Journey Analytics, Strategy Optimization, Business Rules Management, and Product Vision criterion. 

The report states Thunderhead offers solid decisioning and orchestration functionality to optimize customer experience and employee experience strategies across the full spectrum of customer touchpoints, and that firms looking to amalgamate RTIM with customer journey orchestration should put Thunderhead high on their shortlists.

“We believe Thunderhead being named a Strong Performer validates our strategy of bringing best-in-class real-time decisioning to the experience market,” said Leslie Stretch, Medallia CEO and President. “We were especially proud to see the second highest score in the experience orchestration criterion, as well as the highest scores possible in the criteria for each of the channels we believe experience buyers care most about: digital, contact center, and human assisted. Thunderhead’s current offerings matched with Medallia’s strategic vision are a game changer for enterprise organizations looking to connect — and personalize — the customer experience across the entire customer journey.”

Medallia acquired Thunderhead earlier this year to strengthen its ability to power individualized journeys and conversations at scale, across all online and offline channels, helping Medallia’s thousands of customers continue to increase their brand loyalty, sales, and growth.

For more information on Medallia’s Journeys and Thunderhead, visit https://www.medallia.com/thunderhead.

About Medallia 

Medallia is the pioneer and market leader in customer, employee, citizen, and patient experience. The company’s award-winning SaaS platform, Medallia Experience Cloud, is becoming the experience system of record that makes all other applications customer and employee aware. The platform captures billions of experience signals across interactions including all voice, video, digital, IoT, social media, and corporate-messaging tools. Medallia uses proprietary artificial intelligence and machine learning technology to automatically reveal predictive insights that drive powerful business actions and outcomes. Medallia customers reduce churn, turn detractors into promoters and buyers, create in-the-moment cross-sell and up-sell opportunities, and drive revenue-impacting business decisions, providing clear and potent returns on investment. For more information visit www.medallia.com.

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