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.
5 tech capabilities experience management programs need to support complex enterprises
Explore five technology capabilities enterprise experience management programs need to connect data, uncover actionable insights, and support smarter action.
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
Explore SMG technology enhancements in integrations, text analytics, and visualizations designed to surface actionable insights and strengthen XM outcomes.
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
Learn how CX data integration creates a better view of the customer journey, connects feedback across channels, and supports smarter business decisions.