Platform
Enterprise experience management platform with a dual focus on industry-leading software + hands-on service.
Seamless, secure data + integrations
Enhance your technology ecosystem
Air-tight infrastructure
Solutions from industry leaders
Data you can trust
Holistic customer + employee journeys
Localized opportunities for improvement
Deliver on customer intent
Better reputation, better relationships
Facilitate first-rate customer connections
Understand your customers + competition
Employee engagement opportunities
Customizable, powerful, actionable
Customized access to data
Machine learning algorithms
Agile answers to complex problems
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On-the-go insights
Data-driven prescriptive actions
Cross-channel customer insights
Motivate + track workforce progress
Consolidated feedback, fast responses
Swift, seamless response integration
Services
Evolve from data-driven to insights-driven.
XM program management partners dedicated to helping you move your business forward
Answer your specific business challenges with measurable results + tangible ROI
Uniquely combining an end-to-end platform with hands-on professional services
Experiences
Deliver uniquely positive experiences.
Improve business outcomes across expanding touchpoints + evolving expectations
Drive engagement + reduce turnover at every stage of the employee life cycle
Gain a deeper perspective with brand tracking, branded benchmarks, + behavioral insights
Industries
Industry-specific XM solutions
Tailored insights for every touchpoint
Online + offline customer management
Differentiate your service experience
Cross-channel shopper interactions
Data for agile actions
Drive customer lifetime value
Client Success
Customized + proven support
Proactive partnership at every step, designed to move your business forward
Success comes when you can justify XM investments + future-proof your business
See how top-tier brands use SMG’s XM platform to achieve meaningful outcomes
Resources
On-demand XM education
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Access hundreds of assets
Demonstrated client impact
Industry data shaping the future
See the business impact
The value of improved EX
Company
A leader in enterprise XM
Catalysts for change
Platform + professional services
Loyal employees –> loyal customers
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Your hub for XM updates
Creating inspired experiences
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Customer experience (CX) leaders understand the importance of demonstrating financial impact, but 50% aren’t confident in their ability to do so. On top of that existing pressure, timing is of the essence with more than half of leaders expected to connect CX investments to financial benefits in less than a year.
Proving ROI is more than an exercise in accounting—it’s about aligning CX targets with growth strategies + tactical plans of action. To demonstrate the ROI of your customer experience program and drive enterprise adoption, you need a strategy that connects CX insights with financial results.
In your quest to prove ROI, make sure your CX insights are defined in accordance with at least one of these business outcomes:
Because successful CX initiatives focus on specific business challenges, ROI can (and should) look different for every organization—but the one commonality should be a direct tie from actions to results. Leading brands put ROI into practice by transforming CX insights into revenue-generating initiatives.
Let’s look at 4 brands that succeeded in an outcomes-driven approach to experience management:
When you’re able to demonstrate the causational relationships between CX initiatives and critical business outcomes across channels, proving ROI isn’t a challenge—it’s an opportunity to align cross-functional strategies and build a customer-centric culture.
To earn the long-term investment needed to increase customer satisfaction and loyalty, you need a program that delivers actionable insights and impacts the bottom line. Learn more about building a proven ROI strategy by downloading: The ultimate guide to experience management ROI.
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