Medallia Total Experience Profiles
Unify customer, employee, and operational data for a complete view of total experience.
Executive Summary
Medallia Total Experience Profiles unifies disparate customer, employee, and operational data into a single, comprehensive view. This platform is designed to provide organizations with a holistic understanding of experiences across all touchpoints, enabling them to identify key drivers of satisfaction, engagement, and operational efficiency. By bringing together diverse data sources, Medallia empowers businesses to move beyond siloed insights and gain a truly integrated perspective on their total experience. The platform leverages robust API capabilities, including REST and GraphQL, to facilitate seamless integration with existing enterprise systems such as CRM, support ticketing, and legacy applications. This extensive integration layer ensures that all relevant data can be imported, processed, and analyzed within the Medallia Experience Cloud. The goal is to transform raw data into actionable insights and recommendations that drive measurable improvements in customer satisfaction, employee productivity, and overall business performance. Medallia is committed to enterprise-grade security and compliance, adhering to stringent global data protection regulations and certifications. The platform is compliant with standards such as SOC 2 Type II, GDPR, CCPA, HIPAA, HITRUST, and multiple ISO certifications, ensuring that client data is protected with robust controls and privacy frameworks.
Use Cases
- Improving customer satisfaction by understanding feedback across all channels and touchpoints.
- Enhancing employee engagement and productivity through unified insights into the employee journey.
- Optimizing operational efficiency by connecting experience data with key operational metrics.
- Personalizing customer interactions and service delivery based on a comprehensive customer profile.
- Proactively identifying and resolving issues by integrating experience data with support systems.
Features
Visibility
- Unified Experience View: Provides a single, comprehensive view of customer, employee, and operational data across all touchpoints.
- Customizable Dashboards: Offers flexible dashboards to visualize key metrics and insights tailored to specific roles and business needs.
Intelligence
- Actionable Insights: Transforms raw data into clear, actionable insights to drive improvements in experience and operations.
- Trend & Pattern Identification: Automatically identifies emerging trends and patterns in experience data to proactively address issues.
Technical Specifications
- Architecture
- Cloud-native platform with REST and GraphQL APIs for extensive integration and data manipulation.
- Deployment
- SaaS
- API Available
- Yes
Integrations
- Ada
Security & Compliance
Certifications: SOC 2 Type II, GDPR, CCPA, HIPAA, HITRUST, ISO 27001, ISO 27017, ISO 27018, ISO 27701, FedRAMP Ready
Pricing
- Target Customer
- Enterprise
About Medallia
Medallia is a global leader in experience management, providing an AI-driven SaaS platform that captures and analyzes feedback signals from customers, employees, citizens, and patients across various channels. Founded in 2001, the company helps organizations transform these insights into actionable strategies to improve overall experiences.