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
See how you rank
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
Industry insights and updates
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
Meet the SMG team
Your hub for XM updates
Creating inspired experiences
All Industries
Our expert spotlight series showcases the great minds of SMG—those who keep us innovating, growing, and driving meaningful change for clients. We sat down with Rod Feuer—SMG’s first Chief Product Officer—to learn more about this new role and how he’s helping shape SMG’s customer-centric culture.
A big part of the new era of SMG is about increasing our investment in innovation to help our clients deliver market-leading customer and employee experiences. But what exactly is innovation?
It’s commonly thought of as a “eureka” moment—a flash of inventive genius. But history shows that innovation is more of a process where a new idea is turned into something practical, affordable, and reliable that customers want to use (and buy).
My job as a Chief Product Officer is to foster this process of innovation at SMG. On a day-to-day basis this means collaborating with my team to systematically discover new opportunities, talk to and learn from customers, keep ideas simple and focused, start small and iterate, and do all of this with the intent to maintain a leading position in the market.
SMG has an incredible set of restaurant and retail clients that collectively serve millions of customers and employ thousands of associates around the world. As Chief Product Officer, I have the incredible opportunity to craft a product strategy that helps them deliver the best possible experience to both groups of people. That’s pretty amazing.
This company’s culture was also a key factor. As a former founder of a company, customer-obsession is a core value of mine. Many companies say they’re “customer-first” but upon closer inspection, it’s just words on a webpage, office wall, or coffee mug. But at SMG, every single person is focused on the customer. It’s really impressive and helps set us apart from others.
I believe it’s these 4 things:
My wife and I recently celebrated our 10-year wedding anniversary. We splurged and spent a long weekend at Blackberry Farm in Tennessee. Every detail of the customer experience—the beautiful room, the gourmet food, the immaculate grounds, the over-the-top service—was impeccable. The perfect experience for a very special occasion.
Be curious, not judgmental. –Ted Lasso
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