Medallia unveils new generative AI tools at Experience ’26, adding conversational analytics, automated topic discovery and enhanced action planning.
Medallia is doubling down on generative artificial intelligence as the backbone of its experience management platform.
At its annual Experience ’26 conference in Las Vegas, the company introduced a slate of new AI-powered capabilities designed to simplify data analysis, unify B2B account insights and tie customer experience metrics more directly to measurable business outcomes.
The enhancements build on Medallia’s Frontline-Ready AI™, launched last year and now deployed by more than 550 global brands. The company says the new updates are aimed at removing the friction that has long separated insight from action.
“These innovations represent a significant leap forward in making sophisticated and previously out-of-reach data analysis accessible and actionable for every user across an organization,” said Fabrice Martin, Medallia’s chief product officer. “By building AI directly into the tools that employees use every day, we’re helping customers make smarter decisions, faster.”
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Conversational Analytics for the Enterprise
Among the most prominent additions is Insights Assistant, a conversational AI feature that allows employees to “talk” to their data in plain language. Rather than relying on analysts to run reports, frontline staff, managers and executives can validate hypotheses and investigate root causes in seconds.
The tool is embedded within each organization’s existing data hierarchy and permission structures, aiming to deliver answers without exposing sensitive information to public models.
Medallia also introduced Smart Topic Builder, which automates the discovery of emerging themes in unstructured text feedback. The feature is designed to reduce the manual effort required to maintain text analytics rules, while preserving human oversight to ensure explainability and accuracy.
From Insight to Execution
Beyond analysis, Medallia expanded its Action Planning tools to better link experience insights to operational change. Teams can now launch action plans directly from reports and track performance shifts in metrics such as Net Promoter Score and overall satisfaction.
By tying specific actions to measurable outcomes, the company aims to help organizations move beyond anecdotal improvements and quantify the business impact of experience initiatives.
For business-to-business customers, Medallia introduced unified Account Profiles, enabling organizations to view account-level health metrics alongside individual stakeholder interactions in a single system.
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Scaling Globally
The company also broadened language support for its generative AI features. In addition to English and Spanish, the platform now processes French and German, allowing multinational enterprises to standardize service insights across regions.
As companies face mounting pressure to act on real-time customer and employee signals, Medallia is positioning its platform not just as a listening tool, but as a decision engine.
The broader ambition is clear: transform experience management from a reporting function into a cross-functional system that connects feedback directly to performance — and makes AI an invisible, everyday layer of enterprise operations.
