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# Medallia and Ada partner to close insights-to-action loop in customer experience
- URL: https://www.ai-360.online/medallia-ada-strategic-partnership-insights-to-action-cx/
- Published: 2026-01-21T12:00:00.000Z
- Updated: 2026-10-26T17:02:33.000Z
- Description: Medallia and Ada joined forces so CX insights from Experience Cloud can steer Ada's agentic playbooks, with outcomes flowing back into Medallia.
- Author: AI-360
- Tags: Customer Service, news, #company-ada, partnership

Medallia and [Ada](https://www.ada.cx/?ref=ai-360.online) announced a strategic partnership and joint solution that unifies Ada's real-time agentic AI actions and ACX playbooks with Medallia's omnichannel customer experience and operational intelligence, Ada [said on 21 January 2026](https://www.ada.cx/media-center/press-release/medallia-and-ada-announce-strategic-partnership/?ref=ai-360.online) from Tysons, Virginia.

Under the joint offer, Medallia — which said it ingests more than 8.2 billion records annually — will pull Ada conversational records alongside calls, surveys and digital signals. Those insights are meant to guide Ada agents on policy-aware workflows, with outcomes flowing back into Medallia. The partners also plan to activate Medallia Experience Cloud post-interaction surveys inside Ada after chats, closing an insights-to-action loop rather than leaving CX data stranded in separate stacks.

Mike Murchison, chief executive and co-founder of Ada, said: "Ada can now leverage Medallia insights to prioritize the right journeys, shape agent tone and behavior, and design unique playbooks around our customers' highest-volume, highest-friction issues." Record-volume figures are Medallia claims and have not been independently verified by AI-360\. Ada here is ada.cx, not Ada Health.