Looking Ahead to 2026 and how Medallia’s AI Is Powering Smarter, More Actionable CX

As we set our sights on 2026, one of the most exciting developments is how Medallia is using AI to transform insights into action. We’re especially excited and believe these will help drive success in the year ahead.

• Themes with GenAI: AI identifies action-oriented themes, making it faster and simpler to spot emerging issues or opportunities in guest comments.
• Intelligent Summaries: Rather than having to read through text, Medallia uses GenAI to auto-generate summaries that highlight what matters most, including root causes, customer intent, and sentiment.
  

• Root Case Assist: This feature uses generative AI to help you rapidly uncover the “why” behind changes in experience metrics, surfacing summarized root cause analyses in an easy-to-read side panel.
• Smart Response: Closing the feedback loop just got more powerful, empathetic, and responsive. This feature uses GenAI to draft personalized replies to guest feedback in real time. Employees can review and edit the responses, ensuring that messages feel genuine and aligned with your brand voice, all while dramatically reducing response times.

These features will allow you to act faster and more precisely, empower the frontline with real-time actionable insights, and prioritize what matters most.

To support your success, we are offering these AI enhancements complementary. If you’d like more information or would like to learn more about enabling these features, please feel free to reach out to us at support@comops.com.