Medallia To Buy Digital Experience Analytics Leader Decibel, For Approx. $160M


Medallia Inc. (NYSE: MDLA), a provider of customer and employee experience and engagement solutions, is to acquire Decibel, a leader in digital experience analytics.

Under the terms of the agreement, which is expected to close in March 2021, subject to customary closing conditions, Medallia will acquire Decibel for approximately $160m in cash.

With this acquisition, Medallia’s customer experience and engagement platform will include always-on, unsolicited digital feedback, providing a single view of all customers and prospective customers at every point of their journey across all channels.

Led by Ben Harris, CEO and Co-Founder, Decibel provides a digital experience analytics solution that captures and quantifies unique experience data to pinpoint revenue-impacting problem areas on websites and apps. The technology is used by companies of all sizes spanning a large cross section of verticals including retail, financial services, hospitality and travel and media including Adidas, Sony, CVS and Fidelity International.

Led by Leslie Stretch, chief executive officer, Medallia provides a SaaS customer, employee, citizen and patient experience platform, Medallia Experience Cloud. The platform captures billions of experience signals across interactions including all voice, video, digital, IOT, social media and corporate messaging tools. Medallia uses proprietary artificial intelligence and machine learning technology to automatically reveal predictive insights that drive business actions and outcomes.