Expert Spotlight – Noel Andrews-Sotta | VP, Operations
Meet Noel Andrews Sotta, VP of Operations at SMG, and gain insights into his expert perspective and leadership in operational excellence.
Top CX benchmarks for retailers
Customer experience benchmarks help leaders identify what should be tracked, shed light on competitive gaps, and drive change that brings financial success to the business.
Customer feedback analysis: Using AI text analytics to turn comments into action
Are you getting the most out of your customer feedback data? AI-native text analytics helps brands make informed decisions and create better business outcomes.
Understanding Unions: Effective Methods for Collecting Employee Feedback
Employees who feel disempowered and unheard will organize for change or quit. Listening and acting on feedback is key to retention and reputation management.
How Social Media Listening Can Increase Customer Advocacy
Social media listening is a continuous stream of unfiltered feedback, both good and bad, from the customer to you. Here is how to use it to increase customer advocacy.
5 Ways to Drive Customer Loyalty and Business Outcomes with Case Management
Every customer issue is an opportunity to create another brand loyalist. Here is how to drive customer loyalty through case management.
Top highlights and 4 key takeaways from Forrester’s CX North America
SMG's leadership team enjoyed attending Forrester's CX North America event this summer. Here are some highlights and top takeaways from the conference.
Mitigate Operational Risk with Text Analytics and Customer Feedback
As of last June, 81% of Americans owned a smartphone. In the throes of this convenience revolution—as more consumers turn to their phones for research and to make purchases—the pressure for brands to
Future-Proofing Your Digital Customer Experience Strategy
As of last June, 81% of Americans owned a smartphone. In the throes of this convenience revolution—as more consumers turn to their phones for research and to make purchases—the pressure for brands to