Medallia has been noted as a Strong Performer in the latest Forrester Wave: Customer Analytics Technologies, for the second quarter of 2024.
The evaluation assessed 11 vendors against 34 criteria in the categories of Current Offering and Strategy.
Alex Glanz, Executive Vice President of Strategy and Corporate Development at Medallia, highlighted the significance of the recognition. “Medallia’s placement as a strong performer in this report speaks to the impact of placing native analytics at the core of our platform since our founding.
"Our customer analytics capabilities ensure that actions are driven by comprehensive data across the complete customer journey and can enable the entire organisation to take the right action at the right time,” Glanz remarked.
The Forrester report emphasised Medallia's capabilities, noting that "with its customer experience roots, Medallia thrives on unstructured data sources — it can process audio call centre data in real time and boasts strong natural language processing capabilities honed over years of client engagements."
This recognition builds on Medallia’s previous accolade from Forrester for its text analytics capabilities, which underscores its proficiency in transforming granular customer feedback into actionable insights.
Simonetta Turek, Chief Product Officer at Medallia, commented on the technological underpinnings that contribute to their strong performance. “Our patented in-memory analytics and our decades of AI development are still core differentiators that empower our users to run complex calculations on massive amounts of structured and unstructured real-time data allowing for the quick ability to fire off actions to other systems.
"The world’s largest organisations choose Medallia for our ability to handle their scale and complexity in delivering the advanced analytics that quickly identify root cause and prescribe next best actions to exceed business goals,” she stated.
The report further notes that Medallia is “an ideal fit for customer experience pros and digital business leaders at customer obsessed organisations.” This endorsement underscores the firm’s robust position within the customer analytics technology landscape, especially for enterprises focused on enhancing their customer experience initiatives.
The Medallia platform captures billions of experience signals across interactions including all voice, video, digital, IoT, social media, and corporate-messaging tools.
According tto Medallia, the accolade from Forrester serves as a testament to the company's continuous development and integration of artificial intelligence and analytics within its platform, enabling it to cater to extensive data needs and real-time processing capabilities.
"The recognition from Forrester is expected to further bolster Medallia's credibility and attractiveness among enterprises seeking comprehensive customer analytics solutions," the company stated.
