Medallia and Ada 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 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.