Medallia and Ada have announced a strategic partnership combining Medallia's customer experience intelligence with Ada's AI-powered customer service platform. The collaboration aims to bridge the gap between customer insights and automated action, addressing the challenge that only 5% of enterprise AI pilots deliver measurable business impact, according to a 2025 MIT study. The joint solution integrates Ada's AI agent conversations into Medallia's analytics platform, which processes over 8.2 billion records annually. This enables organisations to identify high-friction customer issues and deploy AI-powered automation for complex enquiries whilst maintaining quality safeguards. The partnership allows contact centre leaders to scale AI agents beyond simple use cases to more sophisticated workflows, with outcomes feeding back into Medallia for continuous improvement and measurement.

Northumbrian Water selects Medallia to elevate customer experience for 4 million water customers. TYSONS, Va., November 05, 2025-(BUSINESS WIRE)-Medallia Inc., the global leader in customer and employee experience management, has partnered with Northumbrian Water Group, one of the United Kingdom's top-performing water providers, to revolutionize customer engagement and satisfaction across its extensive service network. Northumbrian Water provides water and sewerage services to 2.7 million customers in the North East of England, trading as Northumbrian Water, and supplies water services to 1.8 million customers across Essex and Suffolk in the East of England trading as Essex & Suffolk Water. With a mission to be a national leader in sustainable water and wastewater solutions, Northumbrian Water sought a robust voice of the customer platform to enhance its customer measure of experience performance and proactively engage customers. Within three months of implementation, Medallia's industry-leading platform - the Medallia Experience Cloud - was seamlessly integrated across Northumbrian Water's customer touchpoints to power an omnichannel experience program. The program includes a variety of touchpoints from the contact center, field operations and case management teams, and across new digital touchpoints. This allows the utility to gather comprehensive insights from customers interacting via online platforms and apps. "We were immediately impressed by Medallia's expertise and the sophistication of its platform," said Dawn Creighton, Head of Customer Strategy and Experience at Northumbrian Water Group. "Medallia's team of implementation experts made the process so fluid. They were able to liaise with our technical teams to make the process as easy as possible. By leveraging Medallia's tools, we are able to proactively resolve customer issues, enhance satisfaction, and gain actionable insights that help us maintain our position as an industry leader." Northumbrian Water's focus on customer satisfaction is reflected in its consistent top-tier ranking in the Customer Measure of Experience (C-MeX) metric, a regulatory standard assessing customer experience across the water industry. Medallia's advanced text analytics and sentiment analysis have provided the utility provider with actionable insights to improve key metrics such as Net Promoter Score (NPS) and Customer Satisfaction (CSAT). The platform's text analytics and recovery loop tools have improved responsiveness and trust by reducing customer effort and resolving issues efficiently. Since implementation, survey reach has expanded from 30 percent to a broader audience, capturing insights previously missed. Customer engagement scores consistently exceed 9.2 out of 10, and a tailored customer measure of experience survey workflow provides more accurate tracking of performance metrics.

Medallia expands Frontline-Ready AI(TM) with mobile innovations to drive faster customer experience action. Mobile-first intelligence with expanded language support empowers frontline managers to diagnose issues and take corrective action in real time Medallia, Inc., the global leader in customer and employee experience, today unveiled several new Frontline-Ready AI(TM) capabilities as part of its Fall 2025 Release. These enhancements deliver intelligent, reliable insights and recommended actions directly to the people who shape customer experiences, providing the context teams need to act with confidence. From hospitality to healthcare and across industries, customer-facing teams are navigating rising customer expectations and constant operational pressure. Contact center agents handle increased call volumes while balancing speed and empathy. Hospitality teams deliver personalized services in fast-paced environments, and healthcare workers provide compassionate care despite limited time and resources. These workers are the face of the brand, yet the insights that could help them improve service are trapped in delayed reports or complex dashboards they can't access. With over 6.8 million weekly active frontline users, Medallia serves an industry-leading population of customer-facing teams. Medallia's Frontline-Ready AI changes the way these teams work by embedding intelligence directly into workflows, giving every employee the context to understand what's happening, why it matters, and what to do next. With today's release, organizations can now identify emerging issues and understand what is driving them faster than ever. Newly announced Intelligent Summaries for Text Analytics, including Themes with GenAI, automatically analyze customer comments to surface patterns, trends and emerging issues. This provides CX teams with consolidated, actionable insights in seconds that eliminate hours of manual review and make it easy to share information across the organization to drive improvement. The release also includes several enhancements aimed at surfacing valuable insights and intelligence directly to the teams and employees who can immediately act on them. Among those is the new Mobile Scorecard Notifications, which bring personalized alerts directly to frontline managers, ensuring critical shifts in customer sentiment or performance metrics reach the right people at the right time. Rather than discovering issues in weekly reports, teams are notified as changes occur, enabling real-time responses. Building on Root Cause Assist, which launched earlier this year, Medallia is also introducing Root Cause Assist on Mobile Scorecards, enabling managers to investigate performance drivers directly from their mobile devices. When satisfaction scores decline or comment trends shift, managers can diagnose the underlying causes and take corrective action immediately - whether they're on the sales floor, in a hospital wing, or visiting a store location. To support global operations, all AI enhancements now include expanded language support in Spanish, ensuring teams can access AI-powered summaries, diagnostics and recommendations in the language they speak. This expansion enables organizations to deliver consistent, inclusive AI capabilities across their entire workforce, driving impact at scale regardless of location. "Customer experience is won or lost on the front line, and that's exactly where AI has to work," said Fabrice Martin, Chief Product Officer at Medallia. "While the entire organization benefits from intelligence, the most significant impact comes from giving customer-facing teams GenAI insights they can act on right now. When employees can make smarter, faster decisions based on real-time customer data, the result on experience quality is transformational. Our customers are already seeing dramatic efficiency gains, with one client using Smart Response to slash reply times from three minutes to just 30 seconds. This is the new standard when AI becomes accessible to everyone at scale." For more information about the Fall 2025 Product Release, check out a full video deep dive on Exp Now. About Medallia Medallia is the global leader in customer and employee experience, trusted by the world's most iconic brands - including 7 of the Fortune 10. Medallia's AI-driven platform helps enterprise organizations turn billions of feedback signals into clear, prioritized actions. With deep domain expertise, a powerful partner ecosystem, and consistent leadership recognition from top industry analysts, Medallia transforms customer experience into a strategic driver of business growth. Learn more at www.medallia.com. (C) 2025 Medallia, Inc. All rights reserved. Medallia(R), the Medallia logo, and the names and marks associated with Medallia's products are trademarks of Medallia. All other trademarks are the property of their respective owners. View source version on businesswire.com: https://www.businesswire.com/news/home/20251024134301/en/ "Customer experience is won or lost on the front line, and that's exactly where AI has to work," said Fabrice Martin, Chief Product Officer at Medallia.