Medallia named leader in Forrester Wave for text analytics

Medallia, a global leader in customer and employee experience, has been named a leader in "The Forrester Wave: Text Mining and Analytics Platforms, Q2 2024." This recognition is based on an evaluation of 11 service providers across 26 criteria, where Medallia excelled, particularly in the categories of Vision, Innovation, and Adoption.

Medallia's superior performance in the Strategy category was noted for its vision and innovative approach. It also received the top score for its Current Offering, securing the highest marks possible in 15 criteria, including natural language understanding, AI: machine learning based, accuracy verification, conversation intelligence, and security and regulatory compliance.

The report highlighted Medallia’s capability to provide fast time to value with out-of-the-box omnichannel data models and language models tailored for multiple industries and business domains. It recommended that organisations seeking comprehensive and efficient data mining solutions should place Medallia at the top of their considerations.

Simonetta Turek, Chief Product Officer at Medallia, expressed delight at the recognition. "Understanding unstructured data is at the core of experience management, and we are thrilled to be recognised by Forrester as a leader in this text mining and analytics evaluation," Turek said. "Enterprise organisations have been leveraging our AI-powered Text Analytics since 2008 to increase productivity, reduce operational costs, and deliver more meaningful experiences to customers and employees that increase loyalty. We continue to set the pace for the market and earlier this year added four new generative AI capabilities to our text and speech analytics that will help enterprise organisations deliver more personalised experiences."

Medallia's comprehensive AI-powered omnichannel analytics offer actionable insights from any signal, providing a unified view across all data sources and languages. The company's native speech-to-text capabilities and conversation intelligence ensure that organisations gain a clear understanding of customer experiences across various forms of communication, be it audio, chat, or text.

Further, Medallia excels in natural language understanding and processing, enabling the organisation to analyse and surface complex concepts from unstructured text and speech data. This includes understanding emotion, effort, sentiment, empathy, and identifying emerging themes and topics in numerous languages and dialects.

A key aspect of Medallia’s approach is its dedication to responsible AI, ensuring security, privacy, and human empowerment are embedded in its development principles. This includes leading accuracy verification with human involvement at every step of the AI validation and development process.

Additionally, Medallia integrates native video, speech, and digital analytics into its platform, providing end-to-end experience analytics. This ensures that organisations can comprehensively capture and analyse customer interactions across various media, making it a robust tool for enhancing customer and employee experiences alike.

Medallia remains at the forefront of the industry, leveraging advanced AI technologies to deliver insights that help organisations reduce churn, turn detractors into promoters, create cross-sell and up-sell opportunities, and make data-driven business decisions that have a significant impact on revenue. The recognition by Forrester solidifies its position as a leader in text mining and analytics, reaffirming its commitment to innovation and excellence in experience management.