Enterprise experience management platform with a dual focus on industry-leading software + hands-on service.
Seamless, secure data + integrations to enhance your technology ecosystem and deliver insights you can trust
Cross-channel feedback collection capabilities at each stage of the customer + employee journeys
Powerful, customizable tools that empower every user with actionable information to produce results
Data-driven prescriptive actions that guide your next best action, at all levels of your organization
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
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
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
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
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
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
SMG has been recognized as a vertical specialist leader in a new independent research report: Omdia Market Radar: AI-enabled Experience Management Platforms. A global technology research firm powered by hundreds of analysts covering thousands of technology companies, Omdia published this comparative analysis of the nine leading enterprise experience management platforms (EXMs).
We’re always thrilled to learn more about how SMG is perceived in the experience management (XM) market and put those learnings to good use as we shape our future innovations and the ways we serve our clients.
These are our three biggest takeaways from Omdia’s report:
Omdia recognizes SMG for working “with clients to drive action within their VoC program that results in optimizing program performance and ROI.” This key message is further supported by SMG receiving the highest achievable ratings in the Link Financial to Customer Outcomes criteria.
We’re so proud of our performance in this area—because we know enterprise experience management platforms are only valuable when our clients can link their efforts directly to results. And that helps the program gain buy-in across the company, so everyone understands the payoff from delivering exceptional experiences.
XM data is helpful, but if your platform isn’t telling you how to act, you’ll never make the kinds of changes that get noticed by customers. The Omdia report notes, “SMG specializes in helping high-volume consumer-facing business (specifically quick-service restaurants, retail and healthcare) gather and act on customer feedback to enhance the CX.”
It’s always our goal to make it easy for our clients to know where to take action—which is why we’re especially pleased to see Omdia cite the smg360® reporting platform as providing “a clear view of the CX and recommend[ing] remedial action locally and globally.” Further, our highest achievable ratings in the areas of advanced text analytics and breadth of API integrations point to our platform being a single optimized location for multiple types of data. Our performance here reinforces our focus on building the most intuitive, easy-to-use platform for taking action across the enterprise.
The customer journey is evolving and programs continue to increase in complexity. These factors, among others, lead to brands recognizing the importance of having a true XM partner that understands their business and delivers value. Combining a comprehensive experience management platform and differentiated service model, SMG helps brands leverage customer and employee feedback to increase satisfaction, drive loyalty, and improve business results.
An excerpt from the report highlights this key differentiator: “Going beyond technology and professional services, SMG partners with its clients to demonstrate opportunities to change their impact on overall satisfaction and profits.”
As with all analyst research, we’ll use Omdia’s report and in-depth analysis as input for our product planning and prioritization of strategic initiatives. We’re always eager to learn how we can be better positioned to help our clients change the way they do business.
If you’d like to read Omdia’s complete assessment of SMG’s AI-enabled platform, access the full report here.
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