00:00:09.640 — 00:03:54.640 · Fabrice Martin
Hello everyone. Thank you for joining us today for our 2026 H2 product release. Wherever you are listening from, I am very grateful you’ve decided to spend a few minutes with us. We’ve got a lot to show you in today’s release, but before we get into it, I want to talk about a problem that’s been hiding in plain sight.
Every enterprise business generates signals, every call, every click. Every conversation carries something worth acting. But all too often, the meaning behind those signals never reaches the part of the business that could do something with it. Instead, it gets stuck in a survey report, a call transcript somewhere that’s easy to monitor but difficult to act on.
And 25 years ago, Medalla set out to change that to become the central nervous system of experience for the enterprise itself so that data could become insight, insight could become action, and ultimately that action point the organization where to adjust and improve. This year we are sharpening that central nervous systems reflexes.
The direction hasn’t changed. What has changed is the pace. A new $150 million investment is accelerating our commitment to you. Faster AI innovation, and more resources to support you in modernizing and scaling your programs and all that. Innovation runs through one critical foundation. Our frontline ready AI is built for the people who can make the biggest impact, embedding intelligence directly into their flow of work.
And it’s already showing up in real ways for some of the world’s largest enterprises. Right now, 4.1 billion feedback signals move through the system every year. That’s 30% more than last year, and more than 650 enterprise brands are already putting our AI capabilities to work, driving breakthroughs in how they respond to customers and launch new products.
And demand for this kind of intelligence has tripled in the past year alone. And that’s exactly what we’re building toward a world where not just people, but AI agents tap into experience intelligence and act on it directly. With Medaglia as the governance layer, other systems plug into trusted to act on your behalf.
We know that kind of trust has to be earned. Decades of hierarchy, permissions and governance is what makes autonomous action safe enough for you to actually rely on. And it’s the part nobody else can replicate overnight. It is why nine of the fortune ten, the world’s largest and best run companies, rely on us and why Forrester just named Medaglia the only leader in its 2026 customer feedback management and analytics wave, with the highest scores for both offering and strategy.
Recognizing our combination of enterprise scale and a genuinely bold AI vision, all backed by a proven ability to execute. Today you will see what that looks like in practice. First, you’ll see new capabilities in how you analyze what’s happening and how you assist people in the moment. It matters. Then we’ll share where we’re headed next to help automate the action itself.
Analyze. Assist. Automate. That’s how we power the loop. Two of the three are live with this release and we’ll keep building on both. The third one is where we’re taking it next. So let’s get into it. Here to show you how to see what’s happening before it becomes a problem is Phoebe. Take it away, Phoebe.
00:03:55.320 — 00:10:13.150 · Phoebe Tran
Every one of the signals for Greece mentioned the calls, the clicks, the conversations. They only matter if someone can actually get to what they mean fast enough to act. That’s where analysis starts turning noise from every channel into insights your team can act on, not just read about. This has been the core of our AI strategy for the past 18 months, and it’s still where the fastest, most concrete impact shows up.
Intelligence summaries turns a flood of comments, calls, or chats into something you can digest in seconds. Root Cause Assist tells you not just what changed, but why. Teams within AI surfaces patterns before anyone has to go looking for them. Faster insights means more informed decisions today. In practice, that looks like one of the largest grocery retailers in the US.
Using root cause assists to go from months to minutes on trend analysis. Discovery they used to do by hand and at the Venetian Resort. Las Vegas intelligent sun returns a room full of competing opinions about a slow pool season into a single fact based conversation about what to do next. That’s front line ready AI doing exactly what it’s built to do.
Putting the clearest possible viewing issue in front of the person most able to fix it. Now we’re taking that further, bringing these next level insights to even more markets. We’re spending gen AI language support for smart response, root causes and intelligence summaries to Japanese, Korean, Italian and Portuguese.
And it’s not just gen AI getting stronger across languages. Speech now natively supports six more Russian, Cantonese, Swiss, German, Norwegian, Turkish, and Slovak. That means more of your conversations in more languages get the same native level analysis, no matter the channel they came in on. That’s what it looks like when analysis has no blind spots.
Now here’s Jess on what happens the moment you act on it. Knowing what’s wrong is only half the job. The other half. Getting the right response. The right suggestion in front of the right person before the moment passes. This is where most teams still fall short. But the good news is that Smart Topic Builder, Smart Response and Insights Assistant are already closing that gap.
And today we’ll show you how we’re taking that even further. Let’s start with Smart Topic Builder, which launched earlier this year. It starts by using machine learning to tag the unstructured data you bring into medals for things like call transcripts, social reviews, case notes, and then AI identifies new trends coming up and creates rules to track those emerging topics day to day.
Smart Topic Builder finds the patterns you didn’t know to look for, and then helps you stay on top of them five times faster. Topic discovery six times faster model auditing. Administrators and analysts are finding it takes on average, 85% less time to complete a full topic hierarchy update. And that holds whether you manage it yourself or with Medallion Services or a partner.
But Smart Topic Builder goes way beyond productivity gains. It also surfaces what you should be paying attention to. Here’s what that looks like for one American fashion retailer buried in low volume data, the kind that normally gets scant past was a price matching pattern. Manual analysis had missed it entirely.
Smart topic builder didn’t. That’s the difference when you use medallion AI Purpose Built to understand your specific experience program. And we’re building on that foundation with new enhancements to AI auditing. Today, AI already audits your topic rules. It evaluates how your rules are, tagging comments, and gives each topic a topic precision score.
If 92 of the top 100 comments are tagged correctly, that topic is 92% precise. One click and you know exactly which rules are holding up and which need attention. What’s new is that you can now run that same evaluation at the segment level, not just topic by topic, and segments are flexible. However, you define one, say only the customer or agent side of a contact center conversation or a specific survey program.
You can now tell AI exactly what that segment means, and it uses that context to audit accurately. Take your contact center, your agent side topics everything. Tagging how calls get handled can be evaluated as one segment. In one pass. You’re giving the AI the context it needs to interpret that data correctly, so the audit reflects what the segment actually means to you.
Not a generic read on the comments inside it. While Smart Topic Builder continues to catch new topics, AI audit makes sure your old topic segments stay current. Total coverage. No manual upkeep required. Next, let’s talk about smart response. In just a year and a half since launch, it’s already helping brands reduce response time by up to 80%.
No added headcount, just vital time saved every year thanks to a better way of closing the loop. CTC has its response rate to customer feedback from 35% to nearly 90% in just three months after turning on Smart Response and get this. They set it up and ran tests in under an hour, and then one of their customers was so surprised by such a fast, thoughtful reply that he called the number in the message just to ask, are you a real person?
Talk about delighting a customer in the moment. But we heard your feedback on how to make smart response even better. With this release, teams can now tailor greetings to fit local cultures and customize any part of the email signature, company name, email address, even the language for each region or country your organization operates in.
That’s the latest from frontline ready AI, but there’s plenty more coming to help you take action. Here’s Jessica, starting with how you reach people in the first place.
00:10:13.710 — 00:11:06.940 · Jessica Garcia
For many programs, that still starts with email, but getting more signals in the mix through the channels your customers prefer using helps you reach customers faster, wherever they are. And while you’ve had more invitation options available, this next update makes it even easier to set up and customize yourself.
So let’s look at how we’ve enhanced survey distribution, giving you self-service control over when, where, and how feedback gets gathered right from your customers device. I’ll show you what that looks like end to end, from a customer who almost didn’t respond to an entire region changing because they did picture a customer in your store at self-checkout.
They put in their loyalty number scan but never complete the purchase. Nothing dramatic happened. No manager involved. No complaint filed. So what did happen.
00:11:06.940 — 00:11:09.980 · Jessica Garcia1
In the old model? That visit just disappears.
00:11:09.980 — 00:14:40.820 · Jessica Garcia
The moment they get in the car. Nobody ever finds out what almost went wrong. But the new enhancements to survey distribution put push SMS and custom invites fully in your hands. You can create them entirely on your own and admin suite, giving you complete control to launch or edit a feedback invitation.
So now, just an hour after that failed checkout, they get a push notification, not an email they’ll skim past next week. Not a QR code at the register they never got around to scanning, just a push notification right there. While this customer wasn’t planning on responding now that they see it only takes 10s.
They decide to give it a go. And what comes back? Isn’t glowing. The discount for the soccer jerseys featured in a sales ad didn’t get applied at checkout. No associate was around to help, so they walked out without the jersey and without saying a word to anyone in the store. That’s the moment most experienced programs lose.
This is the one where you don’t. It’s not a coincidence either. Medalla partnered early with Albertsons, a national supermarket chain, to validate this approach. They saw a 21% increase in year over year digital sales simply by triggering surveys like this one right after checkout, online and in store.
As their senior director of Customer and Market intelligence put it. When we looked across all of those capture methods, it’s the device push that generates the highest response rate. We’ve achieved tremendous results, and our operation teams are using the insights to the fullest extent. That’s the kind of return this drives.
And we’re bringing it to more of you soon right from admin suite. Now watch what happens next. The moment that feedback comes in, it surfaces as an alert directly on the store managers phone. Not a line item in tomorrow’s report and alert right now. In seconds, they respond with smart response. A quick on brand apology for the inconvenience, along with the discount code for the jersey.
The customer who might not come back again, gets a personal reply before they’ve even reached the next store on their list. Zoom out one more level to the regional manager. Every day they’re watching themes bubble up across stores in the region, and today one is climbing faster than the rest. Complaints about sale discounts not applying time for action.
Instead of firing away emails to the pricing team, the regional manager builds an action plan right there detailing the impact and the teams involved in the solution. The line between action and outcome exist the moment the plan does. And this is where I’m excited to reveal our next update. Any action plan can now track any outcome.
Built from scratch. Choose exactly which scores matter with zero configuration, and you’re not limited to one metric at a time. So for this retailer, the plan tracks your satisfaction and ease of self checkout together side by side instead of a single default score to type. It’s been a few weeks since the plan was created.
Let’s check the results. The plan worked. Store satisfaction climbed back up to 7.7, and ease of cell checkout jumped even higher. Up to 8.62. Scores moving in the same direction from one plan. Ask in the moment. Respond before it’s a pattern and act across the business. That’s the insight to action loop closed with the impact to prove it.
And now here’s Jeff on the next piece of that loop. For when there isn’t time to wait for someone to ask the right question at all.
00:14:41.180 — 00:15:03.570 · Jason Balliet
Getting a straight answer from your own data used to mean waiting on an analyst, a data team, a report queued behind ten other requests. But now Insights Assistant eliminates that bottleneck. Powered by front line ready AI. Anyone from a store manager to the CEO can ask a question in plain language and get back an answer grounded in their own experience.
Data
00:15:03.570 — 00:18:24.010 · Jeff Hudak
. No generic models. Best guess no one traceable data. And it recommends a next step too, based on real world patterns already in your data, complete with traceable sources. And with nearly 50 brands already using Insights Assistant, we keep seeing its impact grow, showing up in the same three ways. First, it’s speeding up how fast people get to the insight itself.
One retail client found it could synthesize months of qualitative feedback, open ended survey responses, free text comments into clear takeaways almost instantly. Second is acting as a real conversational partner, not just a search bar. Teams tell us it frees them up to focus on their own work, since people can ask InSight’s assistant directly instead of routing questions through them.
And third, every answer is transparent enough to actually trust and act on. One banking client summed it up simply the real value is not needing to know where the information even lives. Insights assistant finds it for you. And we’re seeing that same pattern across industries retail, healthcare, hospitality and more.
Different businesses, same result. This isn’t just a faster way to get a report. It’s an entirely new way to put insight directly into the hands of the people who need it. No bottlenecks. Let’s look at what that means in practice. Same underlying issue, three different roles. Watch how the view shifts depending on who’s asking and what they’re allowed to see.
A regional manager wants to know why new account growth and wealth management has slowed over the past two quarters. The answer Approval times are running long enough that referred prospects are walking before their account ever opens. Naturally, they want to know more, so they follow up right in the same conversation.
What does employee feedback tell us about this and where should we prioritize first? This time, the answer comes from inside the bank, not from customers at all. Three obstacles employees say are getting in the way. Ranked by how much they actually hurt retention. A contact center leader wants to know why premium clients are calling in more often for status updates.
Turns out, approval requests move through several internal steps with no visibility to the client. So they call because they simply don’t know where things stand. A leader wants to know where to focus the team this quarter. And because every signal, every channel, and every region lives in one place.
The answer isn’t a yes. It points straight to the approval, complexity and wealth management as the top priority. Three roles, three investigations, each scoped to what that person is allowed to see, and notice that the regional manager didn’t stop at the first answer. One quick follow up in the data that mattered the most surfaced on its own same issue showing up across the board.
That’s insights assistant, an answer, a reason, and a next step for anyone at any level, without waiting in line for someone else to run the report. That’s it for our assist updates with AI auditing for topics segments. Enhanced survey distribution with faster self-service, multi metric tracking and action plan outcomes and continued development of Insights Assistant already proving its value with every brand that puts its work.
And now for our next part of our action loop. Here’s Jason.
00:18:24.290 — 00:21:34.690 · Jason Balliet
Everything you’ve just seen, analyzing what’s happening, assisting the people who act on it. That’s all possible today. And it’s already changing how these teams work. But it’s also the foundation for what’s next. Conversation and automation at scale, where action shift from human triggered to system initiated, connected directly into the systems your business already runs on, from service to sales to marketing.
Start with conversational experiences. The way people share feedback and the way your team works inside of medallion is becoming more conversational. You saw a piece of this already with Insights Assistant. Ask a question. Get an answer all grounded in your data. The same ideas expanding from how customers share feedback to how your teams build programs, set up action plans, and dig into analytics.
More conversation, less configuration. That shift isn’t just for your teams, either. It reaches your customers as well. Alongside surveys, we’re building towards continuous AI driven dialog feedback captured, as it happens, not on the schedule of survey sets, but then you have to act on it. And while alerts and workflows get that insight to the right person today.
What we’re building towards takes it further. Picture experience data connected across the entire customer and employee journey. So the platform doesn’t just alert the right person, it coordinates the right response across every function that needs to act service, operations, product, whoever owns it in the right order, with the right priority automatically, and without someone manually working the handoff between each one.
That’s the shift from managing experience function by function to running it as one coordinated response enterprise wide. Follow that all the way through and you land on a genetic automation. For most of medallion history, the person using experience intelligence was exactly that a person, a manager reading a report, an analyst querying data, a frontline employee acting on an alert.
What’s changing is that AI agents are increasingly doing some of that work alongside people, not just flagging what’s wrong, but reasoning through the likely cause, taking the next step and resolving it continuously at a speed no manual process could match, a billing complaint that keeps recurring, gets fixed at the root cause, and the customers notified before tickets ever land on someone’s desk more than anything else.
This is what enterprise leaders are asking for. AI that acts not just AI that reports. That only works with real guardrails. This is where governance stops being a nice to have and becomes the whole point. The same hierarchy, permissions and access controls that govern a person now have to govern an agent as well.
That’s not a limit. It’s what makes it safe. That’s the roadmap ahead. Three areas. Our new capital is accelerating, all part of the same direction we’ve been building towards for years. Here’s for Reese to bring it all together.
00:21:35.080 — 00:23:30.300 · Fabrice Martin
All right. You watch those. Analyze what’s happening inside. Surfacing in minutes, not weeks, in the languages your customers use. You watched us assess the people who act. Topics that stay current with no manual upkeep. And straight answers that don’t wait in line. You watched it get easier to reach customers on their own terms, and to prove impact across every metric that matters, not just one.
And you got a clear look at where this goes next. A future where feedback never waits for a schedule. Signals never wait for someone to forward them. And issues get fixed at the root before anyone ever has to open a ticket. What you saw in Analyze and Assist is not a preview. It’s delivered live and backed by real client results.
What you saw in automate is the commitment we’re making next. That’s not just our coffee that’s talking. Forrester’s own conclusion is that medallion has consistently demonstrated the ability to execute and analyze and assist our that execution already in motion. We are moving at a pace backed by new capital, accelerating the commitment to get us there.
And this is one step, not the last one. Not for automate and not for analyzed or assessed either. All three are going to keep moving and accelerating on their own, and there’s a lot more in this release that we could not fit in today. More updates, deeper technical enhancements, changes across the platform that matter just as much to the teams using them every day.
If you’re a metallica client already and want to access any or all of these features, please reach out to your account manager and we’ll get you connected. And if you’re interested in learning more about medallion, reach out to us for them or we would love to tackle your goals with you. Thank you so much for spending this time with us today.
We cannot wait to see what you build with Medallia next.
