Medallia, Inc., a global leader in customer and employee experience solutions, has announced an expanded suite of Frontline-Ready AI capabilities as part of its Fall 2025 Release. These new features are designed to equip frontline workers with real-time, actionable insights directly through mobile platforms, enabling faster and more effective decision-making to enhance customer experience.
Across industries like hospitality, healthcare, and contact centers, frontline teams continue to face rising customer expectations and growing workloads. Call center agents must manage increasing call volumes with empathy and efficiency, while hospitality professionals are expected to deliver highly personalized services in fast-paced settings. Healthcare staff, too, are under pressure to balance compassion with time constraints. Medallia’s latest innovations address these challenges by ensuring that the employees who engage most with customers have instant access to the insights they need without waiting for reports or navigating complex dashboards.
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Currently supporting over 6.8 million weekly active frontline users, Medallia’s Frontline-Ready AI integrates intelligence directly into employee workflows. This approach gives every team member the clarity to understand what is happening, why it matters, and how to respond effectively.
The release introduces Intelligent Summaries for Text Analytics, featuring Themes with GenAI. This advancement automatically scans and analyzes customer feedback to detect emerging patterns and trends, providing concise summaries that eliminate hours of manual data review. These summaries allow customer experience teams to quickly identify and address issues, fostering faster organizational improvements.
A major highlight of the update is the introduction of Mobile Scorecard Notifications. This feature delivers personalized alerts straight to frontline managers’ devices, notifying them immediately of shifts in customer sentiment or performance. Instead of relying on weekly reports, teams can now act in real time to address issues as they arise. Additionally, Medallia is expanding its Root Cause Assist tool to mobile devices, allowing managers to investigate performance trends and implement corrective actions directly from their smartphones, whether on a sales floor or in a hospital corridor.
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To ensure inclusivity across global operations, Medallia has also added Spanish-language support for all AI-driven summaries and recommendations, helping multinational organizations maintain consistent and efficient customer experience standards across diverse regions.
“Customer experience is won or lost on the front line, and that’s exactly where AI has to work,” said Fabrice Martin, Chief Product Officer at Medallia. “While the entire organization 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.”
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