1,135attendees

64%CUSTOMERS

INSIGHTS

OPERATIONS

SUPPORT & SERVICE

CEO

PRODUCT

DIGITAL

SALES

MARKETING

PEOPLE & CULTURE

2015 2016

66% softwaregrowth

3.5M+USER ACCOUNTS

50%ACTIVE USERS

YOY

2.5MEXPERIENCES DAILY

>1BCOMMENTS

LAST QUARTER

Medallia named leader in Forrester Wave

#1 Current Offering #1 Product Vision and Roadmap

#1 Market Presence

CERTIFICATION

online courses broader curriculum

FORUMCERTIFICATION

user groups tech support

best practices

online courses broader curriculum

SIGN UP NOW

ROADSHOWFORUMCERTIFICATION

12 cities best practice sharing

networking

user groups tech support

best practices

online courses broader curriculum

Penalty of Scale

SCALE

CX

TIME

Understanding | Engagement | Action | Innovation

by transforming how companies operate

TRANSFORMATION

Data | Analytics

OBSERVATION

by transforming how companies operate

SYSTEM OF RECORD

SYSTEM OF ENGAGEMENT

CX System of Engagement

CX

CEO

INSIGHTS

PRODUCT

OPERATIONS

SUPPORT/SERVICE

DIGITAL

SALES

MARKETING

EMPLOYEE

Processes

Apple Logo

Marriott Logo

Comcast Logo

Delta Airlines Logo

VA Logo

s

For more information, go to MEDALLIA.COM

Copyright © 2017 Medallia, Inc. All rights reserved.

Medallia is a registered trademark of Medallia, Inc. Net Promoter, Net Promoter Score, and NPS are registered trademarks of Bain & Company, Inc.,

Fred Reichheld, and Satmetrix Systems, Inc. Other names may be trademarks of their respective owners.

MEDALLIA BENCHMARK 2017

Embracing customer feedback is good for business

Be there when your customers have something to say

M e d al l ia c l ie n t s ’ s t o ck p e r f o rm an ce

exce e d s t he S & P 5 0 0

TOTA

L C

UM

ULA

TIV

E IN

STO

CK

RET

UR

NS

%

Medallia clients S&P 500

0%

-40%

40%

80%

120%

45

NPS

2012 2013 2014

48

50

51

Average NPS for companies with 5 years of data or more captured in Medallia

2015 2016

Ave ra g e N P S f o r M e d a l l i a c l ie n t s i s g row in g

Companies that integrate

feedback from 4+

channels have

Customers who

give feedback make

referrals than those

who don’t

3X more

+14 NPS

52

2007YEARS

2017

compared to those using

1 channel

4 years of data from companies using Medallia: Effects controlling for industry, survey program type

(transactional vs. relationship), primary business audience (B2B vs. B2C), call center vs. other, and # of

employees at each company; p<0.001

Randomized experiment controlling for past engagement with the brand, age, gender,

and condition; p<0.001

Results

Employees are

likely to recommend theirworkplace when they reviewfeedback regularly

22% more

Companies that integratefeedback from 4+ channels have

compared to those using 1 channel

+14 NPS

Results

15%Sales increase by

when more employeeshave access to customerfeedback

15%

80%

40%

0%

-40%

TOTA

L C

UM

ULA

TIV

E IN

STO

CK

RET

UR

NS

%

2007 YEARS 2017

S&P 500Medallia Clients

1.7x value} 1x

} .7x

Value Creation

Now

A.I.

‘00s‘90s‘80s

Computing

IN-MEMORY ANALYTICS

LANGUAGE ENGINE

PREDICTION ENGINE

IMAGE ANALYTICS

IMPACT ANALYTICS

SUGGESTION ENGINE

Machine Learning

Speed

Scale

Consistency

Cost Efficiency

Robots are not consumers (yet…)

CONTINUOUS IMPROVEMENT

RESPONSIVENESS

SELF-HEALING

INNOVATION

Machine Learning

Speed

Scale

Consistency

Cost Efficiency

Judgement

Emotion

Creativity

Ideas

Human Learning

Penalty of Scale

SCALE

CX

TIME

CX

R&D Growth

2017

80%R&D HEADCOUNT

COMPANY ENGAGEMENT ACTION MANAGEMENT REPUTATION MANAGEMENT

FEEDBACK MANAGEMENT ANALYTICS & INSIGHTS PERFORMANCE MEASUREMENT

UI REDESIGN

INSIGHTS SUITEDIGITAL

INTEGRATION ENGINE CHANGE MANAGEMENTORG SYNC ANALYTICS ENGINES SECURITY

SERVICE BASED CLOUD PLATFORM

COMPANY ENGAGEMENT ACTION MANAGEMENT REPUTATION MANAGEMENT

FEEDBACK MANAGEMENT ANALYTICS & INSIGHTS PERFORMANCE MEASUREMENT

NEW CONCEPT

FEEDBACK MANAGEMENTPERFORMANCE MEASUREMENT

ANALYTICS & INSIGHTS

DISTRIBUTED ENGAGEMENTACTION MANAGEMENT

REPUTATION MANAGEMENT

Medallia Experience Cloud

NEXT GEN CLOUD PLATFORM

Medallia Experience Cloud

ADMIN SUITE

NEXT GEN CLOUD PLATFORM

Medallia Experience Cloud

PACKAGED SOLUTIONS

ADMIN SUITE

NEXT GEN CLOUD PLATFORM

is the only platform that:

FRICTIONLESS CUSTOMER DIALOGUE

ENGAGEMENT AT SCALE

MISSION CRITICAL SYSTEM

COMPANY TRANSFORMATION

is the only platform that:

TRANSFORMATION AND ENGAGEMENT

MACHINE + HUMAN LEARNING

YOU IN CONTROL

MOST FEATURE-RICH AND SCALABLE