Medallia

Overview

Medallia is a leading platform for collecting, managing, and analyzing customer feedback. It powers many large-scale survey programs across touchpoints like web, email, in-app, and post-interaction flows. CX teams rely on Medallia to track metrics like NPS and CSAT, spot trends, and understand how customers feel about specific parts of the experience. But even with detailed dashboards, most feedback stays stuck in the reporting layer. Without journey context, it’s hard to take action. Medallia collects both structured data like satisfaction scores and timestamps, and unstructured feedback like open-text comments and emotion tags. It often pulls in customer attributes, location, and interaction metadata alongside each response. Teams use this data to monitor overall sentiment and identify broad themes. But the raw feedback itself — the exact words people use to explain what went wrong or what they expected — is often overlooked or hard to connect to journey work.

What this integration enables in TheyDo

Bringing Medallia data into TheyDo unlocks the raw feedback for deeper, journey-level analysis. Instead of just tracking score changes, teams can connect individual comments to specific journey steps, personas, and pain points. You can tag insights, group them by theme, and reuse them when new priorities emerge. This helps teams understand not just how customers feel, but where and why those feelings occur. Medallia feedback becomes more than a report. It becomes a flexible, structured input that drives real change across CX, product, and strategy.