A definitive agreement has been signed by Medallia, Inc., a global leader in customer and employee experience, to acquire Thunderhead, a leader in enterprise technology for real-time interaction management and journey orchestration.

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

Manchester continued, “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). 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.”

Thunderhead will enable Medallia to drive personalized journeys, conversations, and growth across all online and offline channels, and help Medallia’s thousands of customers grow their brand loyalty, sales, and profitability.

Medallia CEO Leslie Stretch, said, “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. 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.”

Several great organizations in the world rely on Thunderhead technology, including the Cleveland Cavaliers, EnBW, and Bosch. A comprehensive Thunderhead ONE platform integrates IoT, online, offline, and contact center interactions for scalable customer experiences.