Most experience management (XM) platforms are overly complex and don’t drive business impact.

We fix that.

smg360 platform
More than 500 brands are seeing results with smg
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You invest millions to get new customers. How well are you retaining them?

Less than 4%

of customers will complain about a poor experience. The rest just quit doing business with you.

1 in 3

customers will leave you after just one bad experience.

great cx advantage

*Data source: SuperOffice

Great customer experience is your competitive advantage


of customers will pay more for a good experience.


of customers will make an impulse purchase if they have a good customer experience.

Loyalty is a process. We drive that process.

Insights are great. Action is better. Impact is critical.

drive traffic

Drive Traffic

Understand pain points throughout the customer journey to deliver a more personalized experience.

analyze data

Analyze Data

Collect and analyze multiple customer touchpoints to identify areas of opportunity.

generate insights

Generate Insights

Understand with great detail what the actual problem is so you can resolve it.

guide action

Guide Action

With our guidance you will know exactly how to instruct the frontline to adjust.

assess impact

Assess Impact

We arm you with the right metrics to demonstrate the success of your strategy to the board and gain their full support.

most XM providers

Most XM Providers

A platform with data and DIY insights

EX: Data indicates that customers are not happy about the quality you deliver.

the smg difference

The SMG Difference

Data + insights + client success team to drive action and measure impact

EX: Retrain evening staff at this specific location to raise the temperature of fryer oil by 5 degrees so fries are not soggy and cold.

Analyst-evaluated ROI

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.

The SMG advantage


active + passive signals per year


of feedback data from non-survey sources


API/out-of-the-box integrations


daily active users


annual platform enhancements*

Highest score

possible in the customer relationship, success, and support criterion*

Clients 3X as likely

to realize strategic program execution

10+ years

average CX experience per employee

Highest score

possible in the services strategy criterion*

“A standout

when it comes to developing insights and partnership”*


Top Partnership Insights awarded

Clients 2x as likely

to take action on insights

“…deep expertise

in delivering highly relevant and actionable insights”*

Strong Performer

The Forrester Wave™: Customer Feedback Management Platforms

Vertical Leader

Omdia Market Radar: AI-enabled Experience Management Platforms


G2 Grid Report for Experience Management


Gartner Magic Quadrant for Voice of the Customer

CX partner

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