How to Incentivize Feedback for Your Customer Experience Management Program
Learn how the right customer feedback incentive can improve survey participation, response quality, CX insights, and the business impact of your program.
Why QSR brands must invest in digital engagement + mobile app UX strategies in 2021
Learn why QSR brands need strong mobile app and digital engagement strategies to meet changing customer expectations, improve convenience, and build loyalty.
Improving customer experience through technology
Explore SMG technology enhancements spanning integrations, reporting, and analytics designed to help brands uncover insights and improve XM performance.
Prioritizing Employee Engagement and Wellbeing
Explore four ways organizations can support mental wellness for remote employees and create a healthier, more connected, and supportive virtual workplace.
Expert spotlight: Chris Bosco | VP, Solution Engineering
Meet SMG digital leader Chris Bosco and explore how digital experiences are changing across industries and what brands can do to optimize customer journeys.
3 experience management tenets executives should adopt this year
Explore three experience management principles executives can use to adapt CX programs, respond to changing expectations, and drive meaningful business action.
Customer Experience Feedback and Text Analytics
Explore six text analytics capabilities needed to turn open-ended customer feedback into actionable insights about sentiment, themes, issues, and CX drivers.
How Hand and Stone listened to customers at critical moments and delivered highly satisfying experiences amid COVID-19
Learn how Hand & Stone used customer feedback to guide reopening decisions, understand member expectations, and deliver safer, satisfying spa experiences.
Expert Spotlight: Junichi Kato | Managing Director, Japan
Meet SMG Japan leader Junichi Kato and explore his perspective on the Service Profit Chain, total experience, and the value of experience management programs.