Platform
Enterprise experience management platform with a dual focus on industry-leading software + hands-on service.
Seamless, secure data + integrations
Enhance your technology ecosystem
Air-tight infrastructure
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
On-the-go insights
Data-driven prescriptive actions
Cross-channel customer insights
Motivate + track workforce progress
Consolidated feedback, fast responses
Swift, seamless response integration
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
Drive customer lifetime value
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
According to Forbes, companies great at customer experience (CX) and customer-centricity are 60% more profitable and bring in 5.7X more revenue than those that aren’t.
So why don’t brands invest more in CX? Why are business leaders ignoring CX metrics? And why is a good business case for CX often dismissed?
The primary reason many retail customer experience practitioners fail to demonstrate the ROI of their program has a lot to do with the challenge in aligning metrics to actions and those actions to outcomes.
Simply put, CX practitioners need to focus on the right metrics and have the right tools to analyze their data and make effective decisions.
But with hundreds of data analytics solutions on the market, why aren’t more companies using tools like text analytics to gain a deeper understanding of customer and employee feedback?
If you’re making critical decisions based on data that impact your ROI, you need to know those metrics are accurate and have the confidence to stand up to scrutiny. With new and better ways of analyzing data, tools like SMG’s AI-text analytics enables you to:
Better still, when you combine multiple tools within a robust platform e.g., intuitive dashboards, role-based reporting, AI-native text analytics and case management, you are one step closer to demonstrating ROI and the value of your CX program.
Is your current CX program transforming the way your company operates? Don’t overthink it. Instead, read our Ultimate Guide To CX ROI and learn more about what ROI you should expect from your retail customer experience program.
FEATURED RESOURCE
RELATED BLOGS
Customer Experience Strategy Best Practices to Keep up with 2023 CX Trends
4 Restaurant Brands that Demonstrated Customer Experience ROI
New employee engagement research answers your top 3 questions on overcoming today’s challenging labor market
Understanding Unions: Effective Methods for Collecting Employee Feedback