First introduced as part of our April 2025 product release, we shared a new technology partnership with Medallia, a market leader in experience management. This collaboration is designed to help organizations take the next step in process mining by seamlessly combining operational data with human experience data, delivering a more holistic view of business processes and the people impacted by them.
In this blog, we’ll take a closer look at the partnership and explore how this collaboration brings added value to you by delivering more human-centric insights across your processes.
From data to insight: the power of experience in process analysis
Traditionally, process mining has focused on analyzing system-generated data such as event logs. But in today’s experience-driven competitive environment, that’s no longer enough. Businesses must also understand how customers, suppliers, and employees experience the process as they move through it.
This is where Medallia and SAP Signavio come together. Medallia enables organizations to collect rich omnichannel experience data, which include but not limited to survey responses, feedback forms, conversation transcripts and digital behavioural signals. SAP Signavio Process Intelligence then ingests this experience data and correlates it with operational event logs, creating a powerful bridge between people and process.
A seamless integration via SAP Integration Suite
Customers using Medallia can now bring their experience data directly into SAP Signavio Process Intelligence. This can be done using various connectivity options available in SAP Signavio, with the recommended approach being through SAP Integration Suite which is a comprehensive, cloud-native integration platform that enables businesses to connect applications, data, and processes securely across on-premise, cloud, and hybrid landscapes with prebuilt connectors, APIs, and intelligent automation.
An integration package is already available on SAP Business Accelerator Hub as a community release, making it easy to get started. This package includes pre-built integration flows, artifacts, and detailed documentation that can be directly used, configured, and customized to meet specific customer requirements.
Unlocking new AI-powered insights
Once the data is inside SAP Signavio Process Intelligence, customers can use the AI-assisted context analyzer (currently in beta) to extract deeper meaning from qualitative experience data. Two key features are now available:
Text-to-Event matching: Matches feedback data with specific process events, assuming a common identifier (e.g., Case ID). This enables direct mapping of human feedback to process steps and is visualized using the process discovery widget.
Sentiment analysis: Automatically labels each experience data entry (e.g., survey comment) as positive, negative, or neutral, and integrates this AI-generated column into the event log. These sentiment insights can then be visualized and analyzed using the table widget, alongside other process performance metrics.
Of course, all other widgets and visualization tools in SAP Signavio Process Intelligence remain fully available, allowing teams to layer sentiment and feedback insights across broader process analyses.
Why this matters
Combining Medallia’s experience data with SAP Signavio’s powerful process mining capabilities means businesses no longer have to choose between operational excellence and customer satisfaction. With this integration, you can:
Make decisions based not just on efficiency, but on how people experience your processes Detect pain points earlier, across the customer journey, supplier onboarding, or employee workflows Drive transformation that’s truly human-centered
Ready to get started?
Medallia is listed on SAP store where you can learn more about its capabilities.
If you’re already using both Medallia and SAP Signavio, reach out to explore how you can unlock the full potential of this integration.
Together, SAP Signavio and Medallia are redefining what it means to truly understand your processes, from the inside and outside.
First introduced as part of our April 2025 product release, we shared a new technology partnership with Medallia, a market leader in experience management. This collaboration is designed to help organizations take the next step in process mining by seamlessly combining operational data with human experience data, delivering a more holistic view of business processes and the people impacted by them. In this blog, we’ll take a closer look at the partnership and explore how this collaboration brings added value to you by delivering more human-centric insights across your processes. From data to insight: the power of experience in process analysis Traditionally, process mining has focused on analyzing system-generated data such as event logs. But in today’s experience-driven competitive environment, that’s no longer enough. Businesses must also understand how customers, suppliers, and employees experience the process as they move through it. This is where Medallia and SAP Signavio come together. Medallia enables organizations to collect rich omnichannel experience data, which include but not limited to survey responses, feedback forms, conversation transcripts and digital behavioural signals. SAP Signavio Process Intelligence then ingests this experience data and correlates it with operational event logs, creating a powerful bridge between people and process. A seamless integration via SAP Integration Suite Customers using Medallia can now bring their experience data directly into SAP Signavio Process Intelligence. This can be done using various connectivity options available in SAP Signavio, with the recommended approach being through SAP Integration Suite which is a comprehensive, cloud-native integration platform that enables businesses to connect applications, data, and processes securely across on-premise, cloud, and hybrid landscapes with prebuilt connectors, APIs, and intelligent automation. An integration package is already available on SAP Business Accelerator Hub as a community release, making it easy to get started. This package includes pre-built integration flows, artifacts, and detailed documentation that can be directly used, configured, and customized to meet specific customer requirements. Unlocking new AI-powered insights Once the data is inside SAP Signavio Process Intelligence, customers can use the AI-assisted context analyzer (currently in beta) to extract deeper meaning from qualitative experience data. Two key features are now available: Text-to-Event matching: Matches feedback data with specific process events, assuming a common identifier (e.g., Case ID). This enables direct mapping of human feedback to process steps and is visualized using the process discovery widget. Sentiment analysis: Automatically labels each experience data entry (e.g., survey comment) as positive, negative, or neutral, and integrates this AI-generated column into the event log. These sentiment insights can then be visualized and analyzed using the table widget, alongside other process performance metrics. Of course, all other widgets and visualization tools in SAP Signavio Process Intelligence remain fully available, allowing teams to layer sentiment and feedback insights across broader process analyses. Why this matters Combining Medallia’s experience data with SAP Signavio’s powerful process mining capabilities means businesses no longer have to choose between operational excellence and customer satisfaction. With this integration, you can: Make decisions based not just on efficiency, but on how people experience your processes Detect pain points earlier, across the customer journey, supplier onboarding, or employee workflows Drive transformation that’s truly human-centered Ready to get started? Medallia is listed on SAP store where you can learn more about its capabilities. If you’re already using both Medallia and SAP Signavio, reach out to explore how you can unlock the full potential of this integration. Together, SAP Signavio and Medallia are redefining what it means to truly understand your processes, from the inside and outside. Read More Technology Blog Posts by SAP articles
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