# Gainsight Customer Success vs Medallia Customer Experience Comparison
---
## AI Generated Summary
- **G2 reviewers report** that Medallia Customer Experience excels in providing insightful sessions and relevant enhancements, making it easy for users to engage and network effectively. This focus on user experience is reflected in their higher G2 Score compared to Gainsight.
- **Users say** that Gainsight Customer Success serves as a vital tool for managing and tracking progress across Enterprise accounts, offering a structured approach for Customer Success Managers (CSMs) to drive strategic outcomes. This structured visibility is a key strength that resonates with users.
- **According to verified reviews** , Medallia Customer Experience is praised for its ability to quantify qualitative feedback, allowing users to track performance and sentiment changes over time. This feature is particularly beneficial for organizations looking to understand customer feelings deeply.
- **Reviewers mention** that Gainsight provides excellent automation capabilities through features like the Rules Engine and Journey Orchestrator, which help streamline activities for long-tail accounts. This automation is a significant advantage for teams managing multiple customer relationships.
- **Users highlight** that Medallia's support is proactive and easily accessible, which enhances the overall user experience. This level of support contributes to their higher ratings in ease of setup and administration compared to Gainsight.
- **G2 reviewers note** that while both products have similar star ratings, Gainsight's extensive review count indicates a broader user base, which may provide more diverse insights. However, Medallia's focus on enterprise solutions and user-friendly features gives it an edge in specific use cases.



| | Gainsight Customer Success | Medallia Customer Experience | 
|---|---|---|
| **Star Rating** | 4.5 out of 5 | 4.5 out of 5 | 
| **Total Reviews** | 1,753 | 210 | 
| **Largest Market Segment** | Mid-Market (57.7% of reviews) | Enterprise (68.4% of reviews) | 
| **Entry Level Price** | No pricing available | Contact Us Per Year | 

---
## Top Pros & Cons

### Gainsight Customer Success

Pros:
- Ease of Use (96 reviews)
- Centralized Information (53 reviews)

Cons:
- Not Intuitive (24 reviews)
- Missing Features (22 reviews)

### Medallia Customer Experience

Pros:
- Feedback Management (17 reviews)
- Helpful (16 reviews)

Cons:
- Learning Curve (6 reviews)
- Limitations (6 reviews)

---
## Ratings Comparison
| Rating | Gainsight Customer Success | Medallia Customer Experience | 
|---|---|---|
  | **Meets Requirements** | 8.6 (1375 reviews) | 8.7 (153 reviews) | 
  | **Ease of Use** | 8.0 (1459 reviews) | 8.7 (163 reviews) | 
  | **Ease of Setup** | 6.7 (735 reviews) | 7.4 (118 reviews) | 
  | **Ease of Admin** | 6.9 (646 reviews) | 7.7 (85 reviews) | 
  | **Quality of Support** | 8.6 (1224 reviews) | 8.6 (136 reviews) | 
  | **Has the product been a good partner in doing business?** | 9.0 (656 reviews) | 8.7 (89 reviews) | 
  | **Product Direction (% positive)** | 9.2 (1373 reviews) | 9.5 (147 reviews) | 

---
## Pricing

### Gainsight Customer Success

#### Entry-Level Pricing

No pricing available

#### Free Trial

No information available

### Medallia Customer Experience

#### Entry-Level Pricing

Plan: Medallia Experience Cloud

Price: Contact Us Per Year

Key Features:
- Medallia Experience Cloud

[Learn more about Medallia Customer Experience](https://www.g2.com/products/medallia-customer-experience/reviews)

#### Free Trial

Yes

---
## Features Comparison By Category

### Customer Success

| Product | Score | Reviews |
|---|---|---|
| **Gainsight Customer Success** | 8.0/10 | 1258 |
| **Medallia Customer Experience** | N/A | N/A |

#### Customer Information

| Feature | Gainsight Customer Success | Medallia Customer Experience | 
|---|---|---|
| **Customer Health Scores** | 8.6 (1147 reviews) ✓ Verified | Not enough data | 
| **Customer Monitoring** | 8.5 (1088 reviews) ✓ Verified | Not enough data | 
| **Customer Profiles** | 8.4 (1080 reviews) ✓ Verified | Not enough data | 
| **Playbooks** | 8.2 (1068 reviews) ✓ Verified | Not enough data | 
| **Customer Segments** | 8.1 (937 reviews) ✓ Verified | Not enough data | 
| **Product Engagement** | 7.9 (925 reviews) ✓ Verified | Not enough data | 
| **Surveys** | 8.0 (948 reviews) ✓ Verified | Not enough data | 

#### Predictions

| Feature | Gainsight Customer Success | Medallia Customer Experience | 
|---|---|---|
| **Churn Risk** | 8.0 (969 reviews) ✓ Verified | Not enough data | 
| **Upsell Opportunities** | 7.4 (841 reviews) ✓ Verified | Not enough data | 
| **Custom Triggers** | 8.1 (908 reviews) ✓ Verified | Not enough data | 
| **Machine Learning** | 6.9 (663 reviews) ✓ Verified | Not enough data | 

#### Platform

| Feature | Gainsight Customer Success | Medallia Customer Experience | 
|---|---|---|
| **Reporting & Dashboards** | 8.3 (1138 reviews) ✓ Verified | Not enough data | 
| **API & Integrations** | 7.9 (1011 reviews) ✓ Verified | Not enough data | 
| **Data Import & Export Tools** | 7.8 (982 reviews) ✓ Verified | Not enough data | 
| **Workflow Capability** | 8.2 (1019 reviews) ✓ Verified | Not enough data | 
| **Notifications** | 8.1 (1034 reviews) ✓ Verified | Not enough data | 
| **Customization** | 8.1 (1053 reviews) ✓ Verified | Not enough data | 
| **Scalability** | 8.6 (1042 reviews) ✓ Verified | Not enough data | 
| **Data Security** | 8.6 (933 reviews) ✓ Verified | Not enough data | 
| **Performance & Reliability** | 8.4 (1054 reviews) ✓ Verified | Not enough data | 
| **User, Role, and Access Management** | 8.4 (1023 reviews) ✓ Verified | Not enough data | 

#### Generative AI

| Feature | Gainsight Customer Success | Medallia Customer Experience | 
|---|---|---|
| **AI Text Generation** | 6.9 (298 reviews) | Not enough data | 
| **AI Text Summarization** | 7.2 (299 reviews) | Not enough data | 

#### Agentic AI - Customer Success

| Feature | Gainsight Customer Success | Medallia Customer Experience | 
|---|---|---|
| **Autonomous Task Execution** | 7.4 (14 reviews) | Not enough data | 
| **Multi-step Planning** | 7.3 (13 reviews) | Not enough data | 
| **Cross-system Integration** | 8.6 (15 reviews) | Not enough data | 
| **Natural Language Interaction** | 7.8 (13 reviews) | Not enough data | 
| **Proactive Assistance** | 7.6 (14 reviews) | Not enough data | 

### Customer Revenue Optimization

| Product | Score | Reviews |
|---|---|---|
| **Gainsight Customer Success** | 7.7/10 | 191 |
| **Medallia Customer Experience** | N/A | N/A |

#### Sales Team

| Feature | Gainsight Customer Success | Medallia Customer Experience | 
|---|---|---|
| **Flexible Sales Process** | 7.8 (108 reviews) | Not enough data | 
| **Training Mode** | Feature Not Available | Not enough data | 
| **Playbooks** | 7.9 (145 reviews) | Not enough data | 

#### Intelligence

| Feature | Gainsight Customer Success | Medallia Customer Experience | 
|---|---|---|
| **Opportunity Identification** | 7.8 (130 reviews) | Not enough data | 
| **Zero-touch Renewals** | 6.8 (115 reviews) | Not enough data | 
| **Smart Content** | 7.6 (108 reviews) | Not enough data | 

#### Mapping

| Feature | Gainsight Customer Success | Medallia Customer Experience | 
|---|---|---|
| **Multiple Org Charts** | 7.5 (117 reviews) | Not enough data | 
| **Stakeholder Roles** | 8.1 (129 reviews) | Not enough data | 

#### Agentic AI - Customer Revenue Optimization

| Feature | Gainsight Customer Success | Medallia Customer Experience | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

### Experience Management

| Product | Score | Reviews |
|---|---|---|
| **Gainsight Customer Success** | 7.7/10 | 214 |
| **Medallia Customer Experience** | 8.1/10 | 74 |

#### Analytics

| Feature | Gainsight Customer Success | Medallia Customer Experience | 
|---|---|---|
| **Net Promoter Score (NPS)** | 8.8 (174 reviews) | 9.4 (57 reviews) | 
| **Customer Satisfaction (CSAT) Score** | 8.6 (151 reviews) | 9.2 (55 reviews) | 
| **Customer Effort Score (CES)** | 7.9 (123 reviews) | 8.7 (49 reviews) | 
| **Gamification** | 6.8 (111 reviews) | 6.1 (44 reviews) | 

#### Customization

| Feature | Gainsight Customer Success | Medallia Customer Experience | 
|---|---|---|
| **Stakeholder Management** | 8.1 (144 reviews) | 8.6 (53 reviews) | 
| **Multilanguage Support** | 7.7 (104 reviews) | 7.9 (46 reviews) | 
| **Multiple Branding Support** | 7.6 (102 reviews) | 8.6 (45 reviews) | 
| **Vertical-specific Solutions** | 7.6 (97 reviews) | 8.3 (45 reviews) | 

#### Generative AI

| Feature | Gainsight Customer Success | Medallia Customer Experience | 
|---|---|---|
| **AI Text Generation** | 7.0 (47 reviews) | 6.5 (25 reviews) | 
| **AI Text Summarization** | 7.2 (49 reviews) | 6.5 (25 reviews) | 

#### Agentic AI - Experience Management

| Feature | Gainsight Customer Success | Medallia Customer Experience | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | 8.7 (9 reviews) | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | 8.3 (5 reviews) | 

### Feedback Analytics

| Product | Score | Reviews |
|---|---|---|
| **Gainsight Customer Success** | N/A | N/A |
| **Medallia Customer Experience** | 8.1/10 | 59 |

#### Feedback Management

| Feature | Gainsight Customer Success | Medallia Customer Experience | 
|---|---|---|
| **Tagging** | Not enough data | 8.3 (44 reviews) | 
| **Segmentation** | Not enough data | 8.4 (42 reviews) | 
| **Custom Reports and Dashboards** | Not enough data | 8.4 (50 reviews) | 

#### Feedback Analysis

| Feature | Gainsight Customer Success | Medallia Customer Experience | 
|---|---|---|
| **Thematic Analysis** | Not enough data | 8.1 (48 reviews) | 
| **Sentiment Analysis** | Not enough data | 8.4 (50 reviews) | 
| **NPS/CSAT Scoring** | Not enough data | 9.3 (50 reviews) | 

#### Feedback Sources

| Feature | Gainsight Customer Success | Medallia Customer Experience | 
|---|---|---|
| **Online Reviews** | Not enough data | 8.3 (38 reviews) | 
| **Surveys** | Not enough data | 9.2 (48 reviews) | 
| **Social Media** | Not enough data | 7.2 (35 reviews) | 
| **Customer Service Channels** | Not enough data | 8.2 (38 reviews) | 

#### Generative AI

| Feature | Gainsight Customer Success | Medallia Customer Experience | 
|---|---|---|
| **AI Text Generation** | Not enough data | 6.7 (22 reviews) | 
| **AI Text Summarization** | Not enough data | 6.5 (24 reviews) | 

### Proactive Customer Retention

| Product | Score | Reviews |
|---|---|---|
| **Gainsight Customer Success** | 8.8/10 | 40 |
| **Medallia Customer Experience** | N/A | N/A |

#### Platform

| Feature | Gainsight Customer Success | Medallia Customer Experience | 
|---|---|---|
| **Health Score** | 9.6 (35 reviews) | Not enough data | 
| **Customer Profiles** | 10.0 (16 reviews) | Not enough data | 
| **Notifications** | 9.5 (20 reviews) | Not enough data | 

#### Predictions

| Feature | Gainsight Customer Success | Medallia Customer Experience | 
|---|---|---|
| **Service Quality Assurance** | 8.9 (16 reviews) | Not enough data | 
| **Analytics** | 8.6 (24 reviews) | Not enough data | 
| **Revenue Impact** | 8.6 (16 reviews) | Not enough data | 
| **Artificial Intelligence** | 9.1 (25 reviews) | Not enough data | 
| **Sentiment** | 8.9 (17 reviews) | Not enough data | 
| **Retention** | 9.5 (26 reviews) | Not enough data | 

#### Generative AI

| Feature | Gainsight Customer Success | Medallia Customer Experience | 
|---|---|---|
| **AI Text Generation** | 6.2 (7 reviews) | Not enough data | 
| **AI Text Summarization** | 8.1 (9 reviews) | Not enough data | 

---
## Categories
**Shared Categories (1):** [Experience Management Software](https://www.g2.com/categories/experience-management)

**Unique to Gainsight Customer Success (3):** [Customer Revenue Optimization (CRO) Software](https://www.g2.com/categories/customer-revenue-optimization), [Customer Success Software](https://www.g2.com/categories/customer-success), [Proactive Customer Retention Software](https://www.g2.com/categories/proactive-customer-retention)

**Unique to Medallia Customer Experience (1):** [Feedback Analytics Software](https://www.g2.com/categories/feedback-analytics)


---
## Reviewer Demographics

### By Company Size

| Segment | Gainsight Customer Success | Medallia Customer Experience | 
|---|---|---|
| **Small-Business** | 9.0% | 9.8% | 
| **Mid-Market** | 57.7% | 21.8% | 
| **Enterprise** | 33.3% | 68.4% | 

### By Industry

#### Gainsight Customer Success

- **Computer Software:** 38.6%
- **Information Technology and Services:** 19.9%
- **Marketing and Advertising:** 4.2%
- **Computer & Network Security:** 3.6%
- **Telecommunications:** 3.5%
- **Internet:** 3.2%
- **Hospital & Health Care:** 2.6%
- **Financial Services:** 2.5%
- **Education Management:** 1.8%
- **E-Learning:** 1.3%
- **Other:** 18.7%

#### Medallia Customer Experience

- **Hospitality:** 13.7%
- **Financial Services:** 11.1%
- **Information Technology and Services:** 7.4%
- **Retail:** 6.8%
- **Insurance:** 5.8%
- **Automotive:** 5.3%
- **Telecommunications:** 5.3%
- **Health, Wellness and Fitness:** 3.7%
- **Banking:** 3.2%
- **Consumer Goods:** 2.1%
- **Other:** 35.8%

---
## Alternatives

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---
## Top Discussions

### Gainsight Customer Success

- Title: [What is Gainsight used for?](https://www.g2.com/discussions/what-is-gainsight-used-for) — 2 comments
  > **Top comment:** "Organizing information about customers to help those managing the account to document progress."
- Title: [What is Gainsight PX?](https://www.g2.com/discussions/gainsight-what-is-gainsight-px) — 2 comments *(includes official response)*
  > **Top comment:** "Gainsight PX provides businesses with product analytics, digital in-app engagements and user feedback capabilities to accelerate time-to-value, drive product..."
- Title: [What is Gainsight software?](https://www.g2.com/discussions/what-is-gainsight-software) — 2 comments
  > **Top comment:** "Gainsight is a software created specifically to cater to Customer Success teams within the SaaS market."
- Title: [How do we import notes from our previous history of customer data into gainsites newsfeed](https://www.g2.com/discussions/how-do-we-import-notes-from-our-previous-history-of-customer-data-into-gainsites-newsfeed) — 2 comments, 1 upvote
  > **Top comment:** "You could export those comments along with a customerID to a CSV file, post to S3 and ingest into Gainsight that way.  Depending on where you want it..."
- Title: [Is there a way I can have my checked off CTAs in cockpit disappear immediately?](https://www.g2.com/discussions/52149-is-there-a-way-i-can-have-my-checked-off-ctas-in-cockpit-disappear-immediately) — 1 comment, 1 upvote
  > **Top comment:** "I have invested with some scam brokers in the past, and the story is as horrific as the ones i have read because i went through the ordeal myself. I lost..."

### Medallia Customer Experience

No discussions available for this product.

---
**Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/gainsight-customer-success-vs-medallia-customer-experience)