
SMG’s top 3 takeaways from Omdia Market Radar: AI-enabled Experience Management Platforms
SMG has been recognized as a vertical specialist leader in a new independent research report: Omdia Market Radar: AI-enabled Experience Management Platforms.

How to choose the right business intelligence software for your company
With a growing volume of feedback and behavioral datasets at their disposal, brands are investing more resources in customer experience management than ever.

Data integration is the easiest way to gain a holistic view of the customer experience
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

How to stay customer-centric in a contactless world
While businesses adapt to the new normal created by COVID-19, it’s imperative to keep pace with a quickly evolving customer experience. As the expectations for low-contact or contactless shopping shif

Text analytics: Everything you need to know to create real customer experience impact
With rapid investment in customer experience management (CEM) platforms, leading brands know the quickest path to growth starts with listening to customers. But an increasingly complex customer journe

3 Ways to Humanize Feedback with Online Ratings + Reviews
Today’s customers are more often using feedback methods like images, speech, and video to provide very candid, human experiences with the brands they encounter. Brands that are able to connect with th

5 digital CX mistakes you can avoid
Customers expect interactions with brands across all industries to be convenient and customized—particularly when it comes to digital experiences. And not only do today’s consumers have less patience,

How Can Ratings + Reviews be Leveraged to Increase Revenue and Prove ROI?
In today’s digital world, one of the most impactful ways to boost business outcomes and quantify ROI is through an effective and efficient online reputation management solution. The financial impact r

These time-saving capabilities are vital in a ratings + reviews management solution
Brands need an online reputation management system that integrates their other CX data with unsolicited ratings + reviews. But while implementing an online reputation solution is a great first step, i