Medallia to acquire Thunderhead, leader in every-channel journey orchestration

Medallia, the global leader in customer and employee experience, announced the signing of a definitive agreement to acquire Thunderhead, the leader in enterprise technology for real-time interaction management and journey orchestration.

Thunderhead will strengthen Medallia’s ability to power individualised journeys and conversations at scale, across all online and offline channels, helping Medallia’s thousands of customers continue to increase their brand loyalty, sales, and growth.

“We continue to blaze the innovation trail for the customer experience world. This latest acquisition is targeted at the needs of the most pioneering enterprise companies who are looking for new ways to make customers feel known, no matter where they are interacting,” said Medallia CEO Leslie Stretch. “The combination of Medallia Experience Cloud and Thunderhead’s open technology for real-time interaction delivers feedback-driven personalisation on a massive scale. Thunderhead’s journey orchestration capability ensures every enterprise can make the most of feedback data to shape their product and service offerings, customer journeys, and experiences.”

Thunderhead technology is relied upon by some of the greatest organisations in the world, including the Cleveland Cavaliers, EnBW, and Bosch. The comprehensive Thunderhead ONE platform brings together IoT, digital, contact centre, and offline interactions to deliver personalised experiences at scale.

“Medallia pioneered customer experience management and continues to lead the category,” said Thunderhead CEO Glen Manchester. “Medallia’s ability to capture signals from an extensive range of sources to operationalise insight and drive action has kept it at the forefront.”

“The acquisition of Thunderhead by Medallia heralds the next era of customer experience. We pioneered the idea of The Customer Operating System™, with our closed-loop customer engagement platform powered by continuous listening, feedback, and learning, all actioned through our unique fusion of journey orchestration and real-time interaction management (RTIM),” Manchester continued. “With Thunderhead, Medallia can ensure that every single aspect of the customer lifecycle — marketing, commerce, sales, and service — will be a seamless, relevant, and frictionless experience.”

The transaction is expected to close in the first quarter of this fiscal year.

Goldman Sachs & Co. LLC is serving as exclusive financial advisor to Thunderhead. Kirkland & Ellis LLP is serving as legal advisor to Medallia. Allen & Overy LLP is serving as Thunderhead’s legal advisor.

About Medallia

Medallia is the pioneer and market leader in customer, employee, citizen and patient experience. The company’s award-winning SaaS platform, Medallia Experience Cloud, is becoming the experience 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.

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About Thunderhead

Thunderhead is leading the movement to transform customer engagement, enabling brands for the first time to understand each customer’s intent and orchestrate individualised journeys for millions of customers across billions of touchpoints, seamlessly and in real-time. Thunderhead is the recognised global leader in technology for Customer Journey Orchestration, Journey Analytics and Real Time Interaction Management. With its AI-driven ONE Engagement Hub, it’s now possible for brands to deliver exceptional engagement for every customer throughout every journey. Across every industry, ONE is driving top-line growth, reducing cost-to-serve, increasing customer happiness and building customer lifetime value.

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