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
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
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
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
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
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
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
Most retail customer experience (CX) leaders struggle to demonstrate success metrics due to the unrealistic business goals and objectives they are given. On top of that, CX leaders are frequently asked for vague outcomes, like “better customer service” or “best-in-class CX journeys” and to move mountains with limited funding and resources.
These challenges are apparent when CX practitioners are unable to deliver tangible business results. But CX leaders who know how to use customer data to optimize their customers’ experiences, by focusing on loyalty, quality, and operational metrics, are more likely to convince leadership to invest or reinvest in the company’s CX strategy.
When the program works well, CX leaders can increase revenue and reduce costs; however, when the CX program fails, funding requests hit a wall, and the program suffers and declines. CX leaders must be able to demonstrate ROI and create business cases for their continuous improvement initiatives to avoid that fate.
Retail CX practitioners must also be influential and collaborate across departments, including IT, finance, and operations. A failure to engage functional areas and align siloed business units causes customer experience program paralysis, making ROI metrics effectively impossible to measure.
SMG—a leading experience management provider—takes a software with a service approach to accelerate value on how retail brands act on customer and employee insights. This approach empowers CX leaders to demonstrate value to the leaders in their business, making it easier to translate insights into bottom line improvements and prove success with internal leadership.
SMG analysts can gather CX-related data across multiple platforms and datasets to identify gaps in your current CX program.
We assist in building a comprehensive business case and demonstrable ROI to show your CEO how your organization compares to your competitors and steps you can take to deliver a best-in-class experience.
Our teams provide insight and analytical tools for all levels of your business to ensure everyone is empowered to make positive change, set your company apart, and gain buy-in from other functions so the CX becomes an organization-wide priority.
We will also deliver a customized CX maturity report highlighting where you currently stand, and the steps required to move to the next level.
Finally, SMG can help you explain how a robust CX program provides your company with stronger data to inform better business decisions and align your customer experience with the company’s mission.
Above all, communication is key to sharing CX program success. For tips on how to set up your program with a solid communication strategy and secure leadership buy-in, download this guide
Restaurant trends on a platter—a preview of spending + tipping attitudes
Prioritizing Employee Engagement and Wellbeing
The economic impact of a customer experience management program on your business: How to potentially develop 550% ROI in 3 years or less
Key Strategies to Create Personalized In-Store Experiences