Latest news with #Medallia
Business Wire
5 days ago
- Business
- Business Wire
Medallia Announces Jagrit Malhotra as New Chief Revenue Officer
PLEASANTON, Calif.--(BUSINESS WIRE)-- Medallia, Inc., the global leader in customer and employee experience, today announced that Jagrit Malhotra has joined the company as Chief Revenue Officer. Malhotra will lead Medallia's global sales organization with a focus on scaling enterprise growth and helping the world's largest brands deliver transformative value through customer experience. 'Jagrit is a dynamic and proven leader in enterprise selling and experience management,' said Mark Bishof, CEO of Medallia. Malhotra is a proven sales leader with over two decades of executive experience building world-class sales organizations that drive growth. Across his eight years at Clarabridge and Qualtrics, he earned a reputation for transforming sales teams into high-performing, results-driven engines, delivering consistent success and revenue growth in complex, multi-stakeholder enterprise environments. 'Jagrit is a dynamic and proven leader in enterprise selling and experience management,' said Mark Bishof, CEO of Medallia. 'He has rich expertise in customer experience and understands how to help organizations drive real impact across their business.' The addition of Malhotra signals Medallia's intensifying focus on experience-led transformation for large enterprises. With powerful AI, a differentiated platform, and a growing track record of competitive wins, Medallia is the go-to partner for organizations looking to transform their experience strategy. 'Medallia is uniquely positioned to lead this next wave of innovation in omnichannel customer experience,' said Malhotra. 'The combination of product strength, customer focus, and leadership vision makes this an extraordinary opportunity. I'm excited to join the team and help more organizations drive measurable impact through world-class experiences.' About Medallia Medallia is the global leader in customer and employee experience, trusted by the world's most iconic brands — including 7 of the Fortune 10. Medallia's AI-driven platform helps enterprise organizations turn billions of feedback signals into clear, prioritized actions. With deep domain expertise, a powerful partner ecosystem, and consistent leadership recognition from top industry analysts, Medallia transforms customer experience into a strategic driver of business growth. Learn more at © 2025 Medallia, Inc. All rights reserved. Medallia®, the Medallia logo, and the names and marks associated with Medallia's products are trademarks of Medallia. All other trademarks are the property of their respective owners.
Business Wire
12-08-2025
- Business
- Business Wire
City Cruises Teams up with Medallia to Deliver a Frictionless Digital Experience That Lets Customers Set Sail with Ease
PLEASANTON, Calif.--(BUSINESS WIRE)-- Medallia, Inc., the global leader in customer and employee experience, today announced a new partnership with City Cruises, the leader in dining and sightseeing cruises worldwide and part of the Hornblower Group. City Cruises is leveraging Medallia to capture real-time insights and feedback from users across its digital channels, empowering data-driven actions to continuously improve the customer experience. 'Partnering with Medallia will enable City Cruises to listen to and act upon the voices of our users, elevating decision-making processes and ensuring the best possible interaction every time.' said Kacy Roseberry, Vice President of E-Commerce and CRM Share With a long-standing history of expertise and innovation, Hornblower Group has continually redefined the maritime hospitality industry. Hornblower Group's global portfolio covers over 10 countries, over 50 U.S. cities and serves more than 20 million guests annually, with offerings including dining and sightseeing cruises, land-based experiences (walking and food tours) and ferry and transportation services Seeking maximum visibility into its guests' digital friction points, City Cruises chose Medallia for their strong reputation in the CX industry. Utilizing Medallia's comprehensive digital capabilities to combine digital feedback with Digital Experience Analytics provides City Cruises with an end-to-end understanding of how customers are navigating their journeys online, especially what's keeping them engaged versus what is causing frustration and lost revenue. 'Initial digital engagement plays a vital role in shaping the tone for customers' onboard experiences, whether that's celebrating a special occasion, exploring iconic landmarks or enjoying a once-in-a-lifetime concert opportunity,' said Kacy Roseberry, Vice President of E-Commerce and CRM at Hornblower Group. 'Partnering with Medallia will enable City Cruises to listen to and act upon the voices of our users, elevating decision-making processes and ensuring the best possible interaction every time.' Medallia equips City Cruises with the ability to identify friction points in the checkout experience, track user satisfaction over time, and detect patterns in issues. These contextual details will be used to inform website improvements, refine search and discovery opportunities, drive self-service enhancements, shape user communication strategies, and more. 'The work City Cruises is doing with Medallia will not only amplify the voices of their customers, but also empower the team with the right actions and strategy to stay ahead of customers,' said Mark Bishof, CEO of Medallia. 'Unifying customer signals and automating insights across the organization will help City Cruises accelerate digital transformation. It will also improve guest satisfaction, driving customer loyalty and lifetime value with the brand.' As visibility into the guest experience grows, City Cruises will analyze user sentiment shifts on channels, Net Promoter Score (NPS) conversion rates, and changes in revenue to measure and drive success. Through these improvements recognized with Medallia, City Cruises aims to improve customer loyalty while growing revenue. The information gathered from Medallia will also be used to support the strategy and development of more customized websites for Hornblower Group, creating a tailored, tiered product experience for each brand within its extensive portfolio, that includes City Cruises. For more information about Medallia for Digital Experience, visit: About City Cruises City Cruises offers unforgettable dining, events, sightseeing, and live entertainment cruises across 21 iconic destinations in the U.S., Canada, and the U.K. In partnership with the National Park Service and the Niagara Parks Commission, City Cruises is also the ONLY AUTHORIZED OFFICIAL PROVIDER with exclusive ferry services to the Statue of Liberty National Monument and Ellis Island, Alcatraz Island, and Niagara Falls Canada. City Cruises' diverse offerings also include private charters, corporate events, weddings, whale watching and sea life tours, water taxis, speedboat rides, and destination ferries. As part of the Hornblower Group's extensive portfolio of water- and land-based experience and transportation companies, City Cruises has a rich heritage dating back to 1926 with the founding of Boston Harbor Cruises. With a legacy of innovation and expertise, City Cruises sets the standard for excellence in maritime hospitality. For more information, visit About Medallia Medallia is the global leader in customer and employee experience, trusted by the world's most iconic brands — including 7 of the Fortune 10. Medallia's AI-driven platform helps enterprise organizations turn billions of feedback signals into clear, prioritized actions. With deep domain expertise, a powerful partner ecosystem, and consistent leadership recognition from top industry analysts, Medallia transforms customer experience into a strategic driver of business growth. Learn more at © 2025 Medallia, Inc. All rights reserved. Medallia®, the Medallia logo, and the names and marks associated with Medallia's products are trademarks of Medallia. All other trademarks are the property of their respective owners.
Mint
07-08-2025
- Business
- Mint
Blackstone Private Debt Fund Cuts Value of Largest Holding
(Bloomberg) -- A Blackstone Inc. fund further cut the value of a private credit loan for Thoma Bravo-backed software company Medallia Inc., revealing growing stress for its single largest investment. Blackstone's publicly traded business development company, Blackstone Secured Lending Fund, marked the loan at around 87 cents on the dollar as of June 30, according to a regulatory filing. The loan was marked at around 89 cents at the end of the first quarter, and around 94 cents the quarter before that. 'The company is underperforming our expectations and the mark reflects that,' Brad Marshall, the global head of private credit strategies for Blackstone Credit and Insurance, said on an earnings call for the BDC on Wednesday. Marshall responded to a question from an analyst, who said the mark evidenced 'some degree of stress.' The Blackstone fund's portion of the Medallia deal comes in at more than $380 million at par, but is currently valued at around $338 million, according to a filing. The loan made up 5.37% of the fund's net assets at the end of June, the filing shows. It's also one of the largest investments within Blackstone Private Credit Fund, a non-traded BDC, according to its website. 'I would say the sponsor's highly focused on it,' said Marshall, who is also the co-chief executive officer of the BDC. 'But the company's underperformed and that's why the mark is lower and we'll continue to, kind of, see what we can do with the asset.' A fund jointly run by KKR & Co. and Future Standard, formerly known as FS Investments, has also marked down the debt, valuing it at around 91 cents on the dollar as of the end of June, compared to around 95 cents the prior quarter, according to a separate filing. A fund managed by Onex Corp., another lender to the company, said that Medallia, along with two other companies, accounted for 64% of gross unrealized losses during the second quarter, its filings show. Representatives for Blackstone and KKR declined to comment on the markdowns, while Thoma Bravo and Onex didn't respond to requests for comment. Blackstone led a $1.8 billion debt package for Medallia in 2021, which supported Thoma Bravo's investment in the company. Other lenders to Medallia, which provides software to help manage customer and employee satisfaction surveys, include Apollo Global Management Inc., Antares Capital, HPS Investment Partners and Monroe Capital, according to filings. Many broadly syndicated loans are marked on a day-to-day basis, given the liquidity in that market. But, for private credit, there's often a lag between an asset's current performance and its valuation on paper, given many private credit funds only have to make disclosures to their investors on a quarterly basis. Last year, Veritas Capital attempted to reduce its exposure to the software business and was looking to trade out of the loan, Bloomberg News previously reported. Medallia hired Mark Bishof as its new chairman and CEO in January, following the exit of Joe Tyrrell in 2024, who had spent about a year in the role. The debt charges interest at 6.5 percentage points over the base rate, with 4 percentage points paid in kind, the filings show. Payment-in-kind features allow the borrower to defer paying interest in cash, often until the debt matures. The deal was structured as a so-called recurring-revenue loan, a financing avenue typically used by software companies that are still burning through cash to fund their expansion. --With assistance from Rene Ismail. (Updates with more lenders starting in sixth paragraph.) More stories like this are available on
Bloomberg
06-08-2025
- Business
- Bloomberg
Blackstone Private Debt Fund Marks Down Largest Holding Medallia
A Blackstone Inc. fund further cut the value of a private credit loan for Thoma Bravo -backed software company Medallia Inc., the vehicle's largest holding. Blackstone's publicly traded business development company, Blackstone Secured Lending Fund, marked the loan at around 87 cents on the dollar as of June 30, according to a regulatory filing. The loan was marked at around 89 cents at the end of the first quarter, and around 94 cents the quarter before that.
Business Wire
24-06-2025
- Business
- Business Wire
Medallia Client TransUnion Earns Award for Excellence in Customer Experience
PLEASANTON, Calif.--(BUSINESS WIRE)-- Medallia, Inc., the global leader in customer and employee experience, today announced that long-standing client TransUnion (NYSE: TRU) has won the 2025 Gold Stevie® Award for Customer Service Team of the Year - Recovery Situation in the Financial Services category. The award recognizes the achievements of contact center, customer service, business development, and sales professionals who deliver outstanding CX and accelerate business outcomes. 'Medallia has transformed the way we understand and respond to our customers," said Doug Thompson, Senior Vice President of Consumer Operations Support at TransUnion. 'The Stevie Award recognition reaffirms our vision and commitment to our consumers, while motivating our teams to enhance the experiences we provide. It also serves as an acknowledgement of the massive improvements made in our consumer engagement,' said Doug Thompson, Senior Vice President of Consumer Operations Support at TransUnion. 'Medallia has transformed the way we understand and respond to our customers. Their powerful analytics and real-time feedback capabilities have empowered our team to deeply analyze omnichannel customer interactions, rapidly pinpoint the root causes of friction, and drive continuous improvements that have meaningfully elevated our customer experience.' TransUnion's CX initiative, which provides contact support services for more than one billion consumers, is centered on delivering a frictionless, premium, and globally consistent experience. In 2022, the company identified a need for major CX transformation, with consumer satisfaction scores (CSAT) in the low-to-mid 60s. Recognizing the critical role of credit reporting in daily life, TransUnion implemented a three-pronged strategy: Shifted agent support from 90% vendor-based to over 60% in-house teams Expanded engagement channels, launching messaging and social media listening, with messaging now accounting for nearly 50% of real-time contact volume Applied Six Sigma methodologies to simplify interactions, reducing agent tiers from four to two and improving first-contact resolution With Medallia Experience Cloud as a cornerstone of its CX program, TransUnion has transformed its business from January 2023 to January 2025: CSAT increased by 19% points (across 900,000+ surveys), over 80% of consumer feedback is now positive, and resolution rates and agent satisfaction both improved by 18% points. 'We're thrilled to see TransUnion recognized by the Stevie Awards for its innovative customer experience transformation during a time when the stakes are so high in financial services,' said Mark Bishof, CEO at Medallia. 'TransUnion has done an incredible job elevating the consumer experience across channels and the impact is clear. The business is well-positioned to succeed in delighting its customers and accelerating its growth. We're proud to be a part of its incredible CX journey.' TransUnion uses Medallia Experience Cloud to actively listen to and act on the wealth of real-time customer feedback gathered across channels. Managers, team leaders, and agents can review the feedback from their interactions daily, allowing them to learn and adjust strategies to help their customers succeed sooner. Using Medallia's technology, TransUnion's CX team can more accurately measure how CSAT scores and other metrics have changed over time and with text analytics, they can see how sentiment has changed with every enhancement. To learn more about how brands like TransUnion transform customer feedback from the contact center into actionable insights, visit: About TransUnion (NYSE: TRU) TransUnion is a global information and insights company with over 13,000 associates operating in more than 30 countries. We make trust possible by ensuring each person is reliably represented in the marketplace. We do this with a Tru™ picture of each person: an actionable view of consumers, stewarded with care. Through our acquisitions and technology investments we have developed innovative solutions that extend beyond our strong foundation in core credit into areas such as marketing, fraud, risk and advanced analytics. As a result, consumers and businesses can transact with confidence and achieve great things. We call this Information for Good® — and it leads to economic opportunity, great experiences and personal empowerment for millions of people around the world. About Medallia Medallia is the pioneer and market leader in customer, employee, citizen, and patient experience. As the leading enterprise experience platform, Medallia Experience Cloud is the mission-critical system of record that makes all other applications customer and employee aware. The platform captures billions of experience signals across interactions including all voice, video, digital, IoT, social media, and corporate-messaging tools. Medallia uses proprietary artificial intelligence and machine learning technology to automatically reveal predictive insights that drive powerful business actions and outcomes. Medallia customers reduce churn, turn detractors into promoters and buyers, create in-the-moment cross-sell and up-sell opportunities, and drive revenue-impacting business decisions, providing clear and potent returns on investment. For more information visit © 2025 Medallia, Inc. All rights reserved. Medallia®, the Medallia logo, and the names and marks associated with Medallia's products are trademarks of Medallia. All other trademarks are the property of their respective owners.
