Platform
Enterprise experience management platform with a dual focus on industry-leading software + hands-on service.
Seamless, secure data + integrations to enhance your technology ecosystem and deliver insights you can trust
Cross-channel feedback collection capabilities at each stage of the customer + employee journeys
Powerful, customizable tools that empower every user with actionable information to produce results
Data-driven prescriptive actions that guide your next best action, at all levels of your organization
Services
Evolve from data-driven to insights-driven.
XM program management partners dedicated to helping you move your business forward
Answer your specific business challenges with measurable results + tangible ROI
Uniquely combining an end-to-end platform with hands-on professional services
Experiences
Deliver uniquely positive experiences.
Improve business outcomes across expanding touchpoints + evolving expectations
Drive engagement + reduce turnover at every stage of the employee life cycle
Gain a deeper perspective with brand tracking, branded benchmarks, + behavioral insights
Industries
Industry-specific XM solutions
Tailored insights for every touchpoint
Online + offline customer management
Differentiate your service experience
Cross-channel shopper interactions
Data for agile actions
Client Success
Customized + proven support
Proactive partnership at every step, designed to move your business forward
Success comes when you can justify XM investments + future-proof your business
See how top-tier brands use SMG’s XM platform to achieve meaningful outcomes
Resources
On-demand XM education
Industry insights and updates
Access hundreds of assets
Demonstrated client impact
Industry data shaping the future
See the business impact
The value of improved EX
Company
A leader in enterprise XM
Catalysts for change
Platform + professional services
Loyal employees –> loyal customers
Meet the SMG team
Your hub for XM updates
Creating inspired experiences
The smg360® platform has two software packages—Standard and Pro—that allow buyers to select the right option for them based on their data collection, reporting + analytics, and integration needs. Both packages give brands the ability to listen, interpret, and act across the entire customer journey.
Fast, easy data collection that delivers insights, informs actions, and achieves business impact.
Connect third-party and inferred data from multiple sources for more holistic, richer insights.
Air-tight infrastructure that keeps your customer feedback data secure, 24/7.
Access a broad range of value-add capabilities, services, and solutions from industry leaders.
Role-based access to XM data across your enterprise, with industry-best data integrity.
Gather solicited and unsolicited customer feedback in real time.
Capture post-transaction feedback data to fuel location-level improvements + increase customer loyalty.
Collect unsliced digital feedback though contact forms and understand how fulfillment impact conversion.
Aggregate customer feedback from top review sites for better online reputation management.
Surface insights on agent performance + keep a closed loop on customer issues.
Understand and manage the entire employee journey to drive engagement.
Understand how and why customers make decisions to improve your customer touchpoints.
Monitor growth opportunities with real-time data access, cross-channel views for side-by-side analysis, + powerful analytics.
Flexible, adaptive, customized to your organization.
Sentiment and pattern detection for deeper insights.
Centralized reporting to surface cross-channel insights that solve complex business challenges.
Cut segment-specific data by critical metrics to see how you compare to your competitors
Empower the field with intuitive, anytime access to information leading to action.
Turn prescriptive insights into tangible results.
Identify key behavioral drivers across touchpoints to inform the ideal customer experience.
Forecast what improvements will have the biggest impact with regression model analyses.
Engage with customers and resolve issues faster to maintain a positive brand reputation.
Streamline your close-the-loop process with in-platform response + goal-oriented resolution metrics.
Stay one step ahead with proactive responses for common scenarios.
Get the most out of your XM solution with a wide range of always-evolving tools, services, and solutions.
An experience management (XM) platform integrates the full range of XM functions (customer + employee feedback collection, data management, reporting, and services delivery) under one umbrella so data and insights can be collected and shared across an organization.
Analysis of the data collected through experience management allows you to derive insights on the actual experiences your customers are having so you can determine what is working, what isn’t, and where you should apply efforts to improve.
Without data + the insights derived from it, any initiative to attract new customers, reduce churn, or build loyalty will be based on guesswork. Customer experience management enables you to make informed decisions to improve the customer experience and objectively measure the results of your efforts.
