The 5 metrics that prove your customer experience strategy is worth the investment
In today’s competitive marketplace, consumers are presented with numerous choices across industries, products, and services, leaving them with little tolerance for a poor experience. Having a cu
Don’t let the economic downturn derail your CX strategy
Scaling down your CX program during economic downturn can be a big mistake for your business. Prioritizing a CX program can differentiate you from competition.
Customer Experience (CX) Buyer Checklist—9 key considerations for evaluating a CX provider
These are the 9 key aspects to consider when evaluating CX providers to find a partner that understands your industry and customers to help drive program ROI.
Why your CX program lacks impact
The reason why your customer experience platform may not be delivering the expected results can be categorized into three common pitfalls that can be avoided.
Winning over unhappy customers: How to turn negative experiences into positive outcomes
Unhappy customers can damage a brand's reputation, especially in the age of social media. A customer experience (CX) program can help in many different ways.
Why Restaurant Brands Must Balance Digital Transformation and the In-Person Customer Experience
Restaurants have adapted to digital ordering and payment, but some customers still prefer in-person experiences. Balancing tech with customer needs is a must.
The power of insights-driven CX programs
Brands stand to gain more when DIY elements are supported by a team of professionals trained in uncovering actionable insights.
Understanding Customer Journey Management: Mapping Your Way to Enhanced Customer Experiences
Customer journey management is the process of managing and optimizing the entire customer journey, from initial point of contact to final purchase decision.
Associates Share Their Wide Range of Expertise During Inaugural Unconference Series
SMG's first-ever unconference featured a series of associate-led sessions highlighting a wide variety of topics from stress management and workplace recognition to product design.