Medallia, the global leader in customer and employee experience, today announced that it has been named a Leader for the third consecutive year in the Gartner Magic Quadrant™ for Voice of the Customer (VoC). Medallia was named a leader for its Ability to Execute’ and Completeness of Vision.
“Medallia is so proud to be named a leader in the Gartner Magic Quadrant™ for Voice of Customer,” said Joe Tyrrell, CEO at Medallia. “Medallia has invested over $750 million in the past two years to strengthen core voice of the customer product offerings as well as expanded generative AI capabilities to help brands shift from simply looking at data and analytics to taking action, in real-time, to deliver personalised experiences at scale. With this, our customers are able to more easily understand the difference between data that is interesting and the data that is truly important to improving experiences.”
Medallia also received the highest ranking for the four use cases (Overall CX, Brand Perception & Digital Journey, Drive Revenue Growth, and Customer Service & Retention) evaluated in the 2024 Critical Capabilities for Voice of the Customer Platforms report.
Critical Capabilities research complements a Gartner Magic Quadrant by allowing deeper insight into the providers’ product or service offerings by identifying which ones best fit various use cases. Magic Quadrants position vendors in a market, while Critical Capabilities provides a deeper dive into the providers’ product and service offerings. Magic Quadrants contain a broader analysis of the vendors in a market, while the companion Critical Capabilities directly focuses on the product/service offering.
We believe that “the competition for customer loyalty and retention has never been higher. Medallia’s unified, enterprise-grade experience platform has a proven ability to measure and deliver a positive ROI from customer programmes in multiple uses for large and complex organisations,” said Simonetta Turek, Chief Product Officer at Medallia. “Our 20-year commitment to breaking down silos across the organisation to empower teams across the end-to-end customer journey to impact customer satisfaction and revenue growth is a clear differentiator across the CX industry.”
