Medallia Acquires Thunderhead in Big Move for the CX Industry

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Medallia, a provider of customer and employee experience software, announced that it has signed a definitive agreement to acquire Thunderhead, an enterprise technology company specializing in real-time interaction management and journey orchestration.

The acquisition combines Medallia’s customer experience management with Thunderhead’s journey orchestration engine (JOE). Customer journey orchestration engine software is designed to help organizations analyze customer interactions across multiple touchpoints, execute the best communications, and predict future customer interactions.

The news comes months after Medallia was acquired in October by software investment firm Thoma Bravo. Medallia itself has acquired 13 companies, including the $160 million seizure of Decibel Insights, its largest acquisition, according to the merger. Terms of the Thunderhead deal were not discussed.

Thunderhead will enhance Medallia’s ability to power one-to-one journeys and conversations at scale, across all online and offline channels, according to company officials.

“…This latest acquisition is targeted to the needs of the most pioneering companies looking for new ways to connect with their customers, no matter where they interact,” Medallia CEO Leslie Stretch said in a press release. . “The combination of Medallia Experience Cloud and Thunderhead’s open technology for real-time interaction delivers feedback-driven personalization at scale. Thunderhead’s journey orchestration capability ensures that every business can make the most of feedback data to shape its product and service offerings, customer journeys and experiences.

The Thunderhead ONE platform brings together IOT, digital, contact center and offline interactions to deliver personalized experiences at scale. Thunderhead introduced a “customer operating system” and its closed-loop customer engagement platform, powered by continuous listening, feedback and learning, combines journey orchestration and real-time interaction management , according to Thunderhead CEO Glen Manchester.

The transaction is expected to close in the first quarter of this fiscal year. Goldman Sachs & Co. LLC is the exclusive financial advisor to Thunderhead. Kirkland & Ellis LLP is legal counsel to Medallia. Allen & Overy LLP is legal counsel to Thunderhead.

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