Medallia Expands Frontline-Ready AI™ with Mobile Innovations to Accelerate Customer Experience Action

Medallia, Inc., a leader in customer and employee experience, is growing its Frontline-Ready AI™ features. This is part of its Fall 2025 Release, which introduces mobile-first innovations. These tools empower customer-facing employees with real-time, actionable intelligence. Teams can now get insights and recommendations right away-when and where they need them. This helps improve service delivery and speeds up decision-making.

Frontline workers in hospitality, healthcare, retail, and customer service face rising customer demands. This leads to more stress in their daily operations. Call center agents answer more questions. Hotel staff create personalized experiences. Healthcare workers focus on compassionate efficiency. These professionals embody each brand. Slow reports and complex analytics tools often block their ability to use meaningful insights.

Medallia helps more than 6.8 million frontline users each week with its Frontline-Ready AI™ technology. Medallia embeds intelligence into daily workflows. This helps every employee understand what’s happening, why it matters, and how to respond. This approach turns insights into quick actions that enhance customer experience outcomes.

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Trusted AI That Turns Data Into Action

The Fall 2025 release brings Intelligent Summaries for Text Analytics. This includes Themes with GenAI, which analyze customer feedback automatically. They reveal emerging issues, patterns, and trends. These summaries provide CX teams with quick, actionable insights. This saves hours on manual data checks. It also makes team communication easier, speeding up business improvements.

Bringing Insights to Where Teams Work

Medallia has launched Mobile Scorecard Notifications. This helps ensure intelligence reaches the right people on time. Personalized alerts keep frontline managers informed about customer feelings and performance metrics instantly. Managers receive instant alerts when customer experience metrics change. This means they don’t need to wait for weekly reports. This enables quicker responses and better decision-making.

Medallia expands Root Cause Assist, first introduced this year, to Mobile Scorecards. This update lets managers spot and fix performance issues right from their phones. Managers can easily spot the reasons for low satisfaction scores in retail stores, hospitals, or branches. Then, they can take action right away.

Expanding Global Reach with Multilingual Support

To support diverse global teams, Medallia has added Spanish language support to its AI tools. Now, teams can access AI-powered summaries, insights, and recommendations in their preferred language. This change boosts inclusivity and consistency, helping organizations enhance customer experience at scale.

“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.”

Medallia is committed to democratizing AI for all employees. These advancements bring powerful, actionable intelligence right to the frontline. This change transforms how organizations deliver outstanding customer experiences.