Enterprise experience management platform with a dual focus on industry-leading software + hands-on service.
Seamless, secure data + integrations
Enhance your technology ecosystem
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
Data-driven prescriptive actions
Cross-channel customer insights
Motivate + track workforce progress
Consolidated feedback, fast responses
Swift, seamless response integration
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
Drive customer lifetime value
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
Back to Blog
Jun 30, 2020
As consumer behaviors and expectations continue to shift, brands must continuously adjust their experience management (XM) strategy in order to keep up. This can be a daunting task—particularly right now with a major overhaul of “standard” operational procedures and a concentrated effort on prioritizing the health + safety of customers and employees.
The world changed over the last few months and brands were dealt a new set of challenges. But the good news is where there is challenge, there is also opportunity. Customer experience (CX) data is a key component to unlocking that opportunity. Chances are, if you’ve been collecting customer feedback, you don’t have a shortage of data. The trouble is, it’s often stored in multiple places—living in silos without a way to talk to each other.
This compartmentalized approach will no longer work. The quickest and easiest way for brands to tackle the challenges of the new normal and meet the expectations of today’s consumers is to combine CX data with multiple sources for a holistic view. With the right XM technology + support, brands can more effectively and efficiently integrate their CX data to answer pressing questions like:
How do we continue to invite customers to provide feedback as we move toward contactless experiences?
How do we continue to gain customer feedback as consumers use more third-party providers for delivery?
How can we narrow our business focus as new + conflicting operational priorities arise in response to the pandemic?
How can we resolve data silos and get more meaningful insight from the data we have available?
When you’re responsible for seeing the whole picture, you need to make sure you’re set for success—with the right data at the right time in the right configuration. Despite all of the challenges ushered in by the pandemic, data integration is one of the quickest and easiest ways to make CX data do the work for you. And with the right XM partner—one that is equipped to handle numerous types of data and customize integrations based on client needs—the process will be of minimal effort on your part.
While there are dozens of options, transactional data integration is one of the most common. Let’s take a look at some of the benefits:
Your XM reporting platform should be designed for customizable data views, powerful analysis, and actionable information so you can see the relation between these different datasets.
No matter the type of data or the interaction being measured, smg360® houses it all together for easy reference and navigation—providing clients with actionable insight into where their brand is thriving, and where they could stand to improve. These are just a few ways SMG clients are integrating data for better insight:
Having more inputs and a better way to view it all means you get better answers faster. It cuts through any confusion and rids the process of duplicative data, saving you time and money. And a more streamlined, all-inclusive reporting system delivers clearer and quicker communication to your front line, translating that data into timely action. Which means more productive associates, more loyal customers, and ultimately, better outcomes.
With an all-inclusive, one-stop shop of CX information, you can spend less time worrying about how to make sense of your data and more on what really matters—building consumer trust in today’s challenging environment.
If you’d like to discuss ways SMG can help your brand integrate its CX data for rich, actionable insight, please reach out. And for access to our exclusive 3-phased strategy map + status tracker—helping brands manage customer and employee experiences during COVID-19 + beyond—download: SMG’s Interactive XM Playbook.