The power of insights-driven CX programs

The market is currently flooded with providers boasting a DIY approach to customer experience (CX) management. But do-it-yourself CX is a lot like buying a chair you have to assemble—all the pieces will be there (hopefully) but it’s really easy to miss crucial steps when putting it all together.

Limitations of a DIY approach

The truth is, some things are better left to the professionals. And while DIY elements in your CX program are beneficial, brands stand to gain so much more when those capabilities are supported by a team of professionals trained in uncovering actionable insights. It’s the difference between having a sturdy seat at the proverbial CX table vs. a wobbly one that could result in you falling on your ***.

DIY gives me more control, you might say. Or maybe you’re thinking, all we need is the tech, as you rationalize your current bare-bones partnership with a SaaS provider.

The gap in actionable insights

The gap between the data you are collecting with a DIY solution and the insights you could be uncovering with a software with a service (SwaS) partner is bigger than you might think. And could very well be costing you customers.

Not convinced? Ask yourself these questions about your current CX strategy:

• Are we spending a good chunk of our budget on internal CX resources?
• Can we provide demonstrable ROI to stakeholders?
• Are we able to action insights quickly + efficiently?
• Is our team relying heavily on CX tech?
• Do our field teams clearly understand their role in CX improvements?
• Is leadership highly engaged in our CX program?
• Is our CX program tailored to our specific needs + goals?
• Do we trust the data we’re collecting is clean, accurate, and actionable?
• Do we have a dedicated analyst focused on program maturity?
• Are we able to tie business outcomes to CX efforts?
• Does our CX team often feel overwhelmed or bogged down by day-to-day tasks?
• Do we have easy access to consumer research impacting our industry?
• Are we collecting feedback across the entire customer journey?
• Are we dealing with legacy processes + systems that make it difficult to keep up with today’s agile market?
• Is there a better way?

Why SMG is not a DIY provider

The rumors are true. SMG is not a DIY provider—and that’s what our more than 500 client partners love about us.

In The Forrester Wave™: Customer Feedback Management Platforms, Q1 2023, Forrester cited how reference customers “raved about the services for delivering actionable insights and how easy SMG is to work with.” The report also called out how SMG “stands out in terms of commitment to innovation and a strategic, forward-thinking innovation approach that seeks to anticipate future CX leader needs.” 

We anticipate future CX needs

Anticipate future needs. SMG doesn’t exist because we simply provide a platform for brands to see how they’re performing right now. We are a top customer experience partner because in addition to providing that data, we are in the business of future-proofing brands by providing the actionable insights they need to turn today’s customer feedback into tomorrow’s CX improvements.

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