Why QSR brands must invest in digital engagement + mobile app UX strategies in 2021
One of the most tangible examples of 2020's accelerated digital transformation can be found in the QSR segment. Between the months of March and August of 2020, mobile usage increased 40% as safer-at-h
Improving customer experience through technology
The tech enhancements released over the last quarter of 2020 were designed to inspire smart changes in our clients’ business. From our expanding integration partnerships to improved visualizations in
Prioritizing Employee Engagement and Wellbeing
Early last year, SMG—along with companies around the world—faced operational challenges brought on by the pandemic and had to quickly adapt to life of remote working. While ironing out the logistics a
Expert spotlight: Chris Bosco | VP, Solution Engineering
Today we sat down with one of the newest members of the SMG team, Chris Bosco, to learn more about the ever-expanding role digital is playing across industries and how brands can optimize their digita
3 experience management tenets executives should adopt this year
While the curveball that was 2020 is behind us, many of us in the experience management (XM) space are still getting our arms around the magnitude of change in our programs as we rapidly adapted to me
Customer Experience Feedback and Text Analytics
Analysis of open-ended feedback is critical in surfacing what customers are saying and why they are saying it. And an efficient text analytics solution is a crucial component to gleaning those insight
How Hand and Stone listened to customers at critical moments and delivered highly satisfying experiences amid COVID-19
As a massage and facial spa, the pandemic created significant operational challenges for Hand and Stone. To help guide its reopening strategy, the brand wanted to take member feedback into account and
Expert Spotlight: Junichi Kato | Managing Director, Japan
Today we hear from Junichi Kato—Managing Director, Japan—and learn why he’s a big advocate of The Service Profit Chain, what it means to deliver the “total experience,” and how SMG is helping brands u
5 tech capabilities experience management programs need to support complex enterprises
While most brands understand the importance of customer + employee feedback and have some sort of experience management (XM) solution in place, many lack the actionable insights necessary to create me