Medallia Experience Cloud review

Medallia Experience Cloud is the closest rival to Qualtrics for enterprise CX programs. It captures signals from surveys, voice, chat, web behavior, social and employee feedback, and its Total Experience (TX) Profiles turn them into one continuous timeline per customer, covering online, phone, chat and in-person interactions for both individuals and B2B accounts. AI-powered themes surface topics in survey answers and unstructured text, and smart closed-loop tools automate recovery actions across digital touchpoints. Admins get self-service survey creation, role-based reporting, alerts and data imports, and insights flow into Salesforce, Adobe and ServiceNow. The pricing model is the main difference: Medallia charges by experience data records and says it does not bill separately for each channel or require separate contracts per program, with AI analytics and closed-loop workflows included. That makes cost more predictable once you know your volume, but no figures are public, so you need a quote before comparing it with Qualtrics.

Who it is for

large enterprises that want one contract covering every feedback channel

Price

See vendor pricing (USD check pending).

US price check pending. See the vendor pricing page.

Key features

• Signal capture across surveys, voice, chat, web behavior, social and employee feedback
• Total Experience (TX) Profiles build one timeline per customer or B2B account
• AI-powered themes from survey responses and unstructured data
• Closed-loop actions automated across digital touchpoints
• Integrations with Salesforce, Adobe and ServiceNow

Strengths and weaknesses

• Strength: Pricing is not charged separately per channel, according to Medallia's pricing page
• Strength: AI analytics, alerts and closed-loop workflows are included at no extra cost
• Strength: Individual and B2B account timelines live in the same instance
• Weakness: No published prices
• Weakness: Pricing unit (experience data records) needs a sales conversation to estimate
• Weakness: Built for large programs, so small teams pay for capacity they may not use

Key facts

• Pricing model: Experience data records
• Channel charges: Not charged separately per channel
• Key integrations: Salesforce, Adobe, ServiceNow
• Public price: No, quote only

Where it ranks

Medallia Experience Cloud is No. 2 in our Best Customer Experience Management Software verdict.