Medallia, Inc. announced that IHG®Hotels & Resorts has selected the leading intelligent messaging platform, Medallia Zingle, as a preferred vendor for all brands and service levels across its portfolio of nearly 6,000 hotels in over 100 countries around the world to enhance the overall guest and employee experience. Medallia has been helping power IHG’s HeartBeat guest survey program since 2014. By integrating solicited feedback with social data to create a closed-loop reporting system, Medallia Experience Cloud empowers IHG’s busy hotel teams to assess, analyze, and quickly act on areas of opportunity. Now with Medallia Zingle, IHG’s global guests can engage in real time with on-property teams, in their preferred language and method of communication, including SMS text, in-app, web chat or social messaging apps such as WhatsApp. Medallia Zingle will also facilitate IHG’s on-site property teams’ ability to proactively engage with guests during their stay, respond to requests more efficiently and create meaningful connections — enhancing overall guest experience and brand satisfaction. As organizations across the hospitality industry are dealing with labor challenges and rapidly changing guests' needs and expectations, Medallia Zingle’s AI-powered technology will help reduce strain on teams by allowing them to seamlessly scale real-time guest communication, provide quicker and more efficient service, and drive additional revenue opportunities.