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
Retail
When customers have a positive experience across any touchpoint along the customer journey (i.e., physical store visits, digital interactions, calls to the service center), the impact is felt across your organization. So why do retailers struggle to demonstrate business outcomes of their customer experience (CX) program?
There’s a common misconception that customer experience doesn’t create real ROI. Dashboards and other reporting tools often lack the context necessary to tie CX metrics with overall business performance.
Many CX programs lack a clear timeline showing how much revenue the company loses on negative experiences and lost sales.
In today’s challenging times, senior leadership demands cold, hard facts that will boost profit, reduce cost, and decrease time to market.
CX leaders understand the importance of their programs, but if they can’t clearly communicate the metrics and the ROI of the CX program, they risk losing interest and support. It’s up to the CX practitioners to provide that context in an easy-to-understand way and excite executives.
Most organizations care about increasing revenue, decreasing expenses, and retaining customers and employees for the business’s long-term success. Guess what customer experience does?
For more on how to identify the ROI you should be getting from your CX program and ways to drive customer experience program ROI, read the ebook: The Ultimate Guide to Experience Management ROI: How to Prove the Business Impact of Your CX Program
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