Platform
Enterprise experience management platform with a dual focus on industry-leading software + hands-on service.
Seamless, secure data + integrations
Enhance your technology ecosystem
Air-tight infrastructure
Solutions from industry leaders
Data you can trust
Holistic customer + employee journeys
Localized opportunities for improvement
Deliver on customer intent
Better reputation, better relationships
Facilitate first-rate customer connections
Understand your customers + competition
Employee engagement opportunities
Customizable, powerful, actionable
Customized access to data
Machine learning algorithms
Agile answers to complex problems
See how you rank
On-the-go insights
Data-driven prescriptive actions
Cross-channel customer insights
Motivate + track workforce progress
Consolidated feedback, fast responses
Swift, seamless response integration
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
Drive customer lifetime value
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
SMG is a leader in experience management (XM), helping brands determine what matters and how to act on it. As the industry’s only software with a service (SwaS) provider, we uniquely pair an enterprise platform with professional services–making it faster and easier to see value at a time when value really matters.
SMG has served as a partner and trusted advisor, helping us create alignment across our customer journey, advance our feedback collection methods, and deliver insights faster.
VP, Customer Experience | Party City
The smg360® app is fantastic….when I see accolades from a guest that are worthy of recognition, I will forward it back to the operator with my own note of positive reinforcement.
CEO | Firehouse Subs
Partnering with SMG has allowed us to increase automation, reduce costs, and improve the contact center experience for our customers.
VP Strategy + Transformation | CKE
Empower on-the-go employees with role-based data views, real-time alerting + case management, text analytics, and 24/7 access to critical metrics.
If you want to compete on customer experience, you have to choose an ROI-driven solution. SMG commissioned Forrester Consulting to conduct a Total Economic Impact™ study of the smg360® CX solution, identifying the real-world ROI a composite organization saw through their program.
active + passive signals per year
of feedback data from non-survey sources
API/out-of-the-box integrations
daily active users
annual platform enhancements*
possible in the customer relationship, success, and support criterion*
to realize strategic program execution
average CX experience per employee
possible in the services strategy criterion*
when it comes to developing insights and partnership”*
Top Partnership Insights awarded
to take action on insights
in delivering highly relevant and actionable insights”*
The Forrester Wave™: Customer Feedback Management Platforms, Q2, 2021
Omdia Market Radar: AI-enabled Experience Management Platforms
G2 Grid Report for Experience Management, Summer 2021
Gartner Magic Quadrant for Voice of the Customer
for more than 50% of NRN’s Top 50 Restaurants + 20% of NRF’s Top 20 Retailers
*The Forrester Wave™: Customer Feedback Management Platforms, Q2 2021
With more than 30 years of experience rooted in The Service Profit Chain research methodology, SMG’s approach to experience management is proven to help clients:
Operations. Marketing. Consumer insights. HR. These are the teams using our enterprise platform and professional services day in and day out to change the human experience. It’s about taking informed actions that lead to tangible business outcomes.
Measure + improve experiences across the customer journey to drive business outcomes.
Drive engagement at each stage in the employee lifecycle to increase productivity + reduce turnover.
Combine attitudinal research, behavioral analytics, + competitive benchmarks for richer insights.
Our end-to-end experience management platform delivers always-on insight. Users can immediately see what’s going well and what needs to be fixed to drive better experiences for customers and employees.
Simplify your world with APIs, connectors, integrated datasets.
Covering all touchpoints + experiences so you don’t miss a thing.
Stay on top of performance trends + what’s coming next with predictive analytics.
Bring the insights to life. Equip your teams with the tools to do so.
