Medallia expands Frontline-Ready AI™ with mobile innovations to drive faster customer experience action
Revolutionary AI puts sophisticated intelligence directly in the hands of customer-facing teams, transforming customer experience at unprecedented scale
Medallia, the global leader in customer and employee experience, today unveiled several new Frontline-Ready AI™ 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 centre agents handle increased call volumes while balancing speed and empathy. Hospitality teams deliver personalised 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.
Intelligence you can trust and act on.
With today’s release, organisations 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 analyse 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 organisation to drive improvement.
Deliver insights where teams work.
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 personalised 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 organisations to deliver consistent, inclusive AI capabilities across their entire workforce, driving impact at scale regardless of location.
Fabrice Martin, Chief Product Officer at Medallia, said,
“Customer experience is won or lost on the front line, and that’s exactly where AI has to work,”
“While the entire organisation 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 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 organisations turn billions of feedback signals into clear, prioritised 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
For additional information on Medallia view their Company Profile
