Medallia, Inc., a global leader in customer and employee experience, has introduced new Frontline-Ready AI™ capabilities in its Fall 2025 Release, bringing intelligent, real-time insights directly to frontline teams across industries.

With more than 6.8 million weekly active users, Medallia’s latest update equips customer-facing employees with the context and confidence to act instantly on data-driven recommendations — eliminating delays caused by traditional reporting and dashboards.

Key enhancements include Intelligent Summaries for Text Analytics, powered by GenAI, which surface emerging trends and issues in seconds by analyzing customer feedback. Mobile Scorecard Notifications now deliver real-time alerts to managers, while Root Cause Assist on Mobile Scorecards allows performance diagnostics and corrective actions from any device.

The release also expands AI language support to Spanish, enabling global organizations to deploy consistent, inclusive intelligence across teams.

“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. “When employees can make faster, smarter decisions based on real-time customer data, the impact on experience quality is transformational.”

Get in touch with our MarTech Experts.