Medallia to Acquire Thunderhead, Leader in Every-Channel Journey Orchestration

With the combination of customer experience insights and journey orchestration, organizations can have a single view of the customer journey and use real-time interactions to improve experiences and loyalty

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

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“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)”

Thunderhead will strengthen Medallia’s ability to power individualized 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 personalization 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 organizations in the world, including the Cleveland Cavaliers, EnBW, and Bosch. The comprehensive Thunderhead ONE platform brings together IOT, digital, contact center, and offline interactions to deliver personalized experiences at scale.

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“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 operationalize 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.

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