Companies that use Medallia

Source: Analysis of job postings that mention Medallia (using the Bloomberry Jobs API)

I found that Medallia buyers are primarily customer experience and operations leaders, with Director-level Customer Success roles (11%) leading purchasing decisions, followed by operational directors in hospitality (Housekeeping at 9%, Front Office at 7%). The strategic priorities center on measuring and improving customer satisfaction scores, with Voice of Customer programs emerging as critical infrastructure. These leaders are building experience management capabilities from scratch, often described as implementing comprehensive listening strategies across the entire customer lifecycle.

Day-to-day users span a much wider range than buyers. Frontline hospitality staff monitor guest feedback through Medallia dashboards, quality assurance teams track service performance ratings, and customer success analysts manage closed-loop feedback processes. I noticed heavy emphasis on real-time responsiveness, with multiple postings mentioning requirements to review guest feedback daily, respond to detractors promptly, and use Medallia data to identify service recovery opportunities before issues escalate.

The pain points reveal companies struggling to translate feedback into action. Phrases like "convert findings into sequenced actions with measurable business impact," "identify and improve moments of truth," and "ensure insights are actionable and tied to client objectives" appear repeatedly. Organizations want to move beyond collecting scores to driving operational changes. One posting captured this perfectly: "Monitor guest feedback through Medallia to identify improvement opportunities" while another emphasized "closed-loop processes ensuring customer feedback is not only heard but directly translates into tangible changes." The ultimate goal is making customer understanding effortless and always on.

Source: Analysis of Linkedin bios of 350 companies that use Medallia

I noticed that Medallia's customers are predominantly companies that serve massive numbers of end consumers or users in their daily lives. These aren't B2B software companies or niche manufacturers. They're retailers like Ulta Beauty, Whole Foods, and O'Reilly Auto Parts. They're financial institutions like KeyBank, Fidelity, and Banco Bradesco. They're hospitality brands like BWH Hotels and Caesars Entertainment. They're telecommunications providers like T-Mobile and Singtel. What unites them is direct, repeated interaction with millions of individual customers who have choices about where to take their business.

These are clearly mature, large-scale enterprises. The employee counts tell the story immediately: most have 1,000+ employees, with many exceeding 10,000. Many are publicly traded with post-IPO funding rounds. They operate hundreds or thousands of physical locations. State Farm has 108,000 employees. Walgreens has 8,500 stores. These aren't startups figuring out product-market fit. They're established players managing complexity at scale.

Source: Analysis of tech stacks from 350 companies that use Medallia

I noticed that Medallia users are predominantly large, enterprise-level companies with complex customer experience programs and serious regulatory or compliance requirements. The presence of Proofpoint Security Training and Navex One tells me these are organizations operating in heavily regulated industries like financial services, healthcare, or insurance where security awareness and compliance training aren't optional. They're mature enough to need enterprise-grade security and governance tools.

The pairing of Medallia with Qualtrics is particularly revealing. These companies aren't picking one experience management platform, they're running both, which suggests they have sophisticated, multi-layered feedback programs. They might use Qualtrics for employee experience or research while Medallia handles customer feedback at scale. The Adobe Audience Manager connection makes perfect sense here too. These companies are closing the loop between customer feedback and marketing action, using sentiment and experience data to inform audience segmentation and personalization. They're not just collecting feedback, they're operationalizing it across their marketing technology.

Apptio's presence, despite appearing in fewer companies, is telling. It's an IT financial management tool used by large enterprises to manage technology spend and demonstrate business value. This signals that Medallia users are companies with substantial IT budgets and the need to justify major software investments through formal business case processes.