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
Annual hackathon helps drive SMG’s mission of innovation by inspiring products + technologies that create meaningful change
SMG’s hackathon is an opportunity for our technology team to think big, collaborate in a fun and unique way, and bring innovative ideas to fruition. Today we sat down with Chief Information Office Mar
New product enhancements expand feedback and analytics
More than seven months into the pandemic, day-to-day operations continue to be in flux. That means experience management leaders (now more than ever) require technology that makes it easy to quickly s
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