Enterprise experience management platform with a dual focus on industry-leading software + hands-on service.
Seamless, secure data + integrations
Enhance your technology ecosystem
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
Data-driven prescriptive actions
Cross-channel customer insights
Motivate + track workforce progress
Consolidated feedback, fast responses
Swift, seamless response integration
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
Drive customer lifetime value
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
Long before the onset of COVID-19, organizations were prioritizing digital transformation efforts and opening up more channels + touchpoints for customers and employees to engage with their brand. But the pandemic only exacerbated the need, forcing more aggressive digital expansions across industries.
As this last year has demonstrated, it’s critical for brands to remain agile as customer + employee behaviors, expectations, and needs continue to evolve. Having the ability to create, target, and deploy experience feedback channels in a rapid fashion is essential to delivering on the heightened demands of your customer base.
That’s why we have seen an increasing need for self-serve approaches to fielding digital feedback. Digital channels will continue to be a primary touchpoint for how customers and employees engage with brands—and those without an agile solution in place will get left behind.
Here are 3 areas to consider when implementing a digital DIY approach into your experience management (XM) program.
Having a healthy mix of active (e.g., intercept surveys, micro surveys, post-engagement) + passive (e.g., feedback buttons, chat) touchpoints in your XM program ensures you’re measuring the entire customer journey and employee lifecycle from start to finish.
However, traditional static methods of building and deploying feedback to these channels increases cost to deploy and ultimately creates ROI trade-offs that reduce the number of touchpoints engaged.
Through the use of self-serve capabilities, you can seamlessly control what you ask and when you ask it without technology overhead. Real-time deployment by non-technical resources makes it easier to increase the footprint of feedback channels.
This, in turn, greatly enhances the ability to identify points of friction, increase conversion, and provide seamless experiences across the journey. You’ll also get a holistic view—instead of looking at siloed engagements—which will help you uncover issues faster and close the loop across channels.
With the right implementation of agile feedback, you’ll collect more relevant data from your customers and uncover more impactful insights for your organization. Having control of your feedback creation, targeting, and deployment allows you to be hyper-targeted with content and logic implementation—providing users with efficient and personalized engagements based on their experiences. In turn, brands get richer insight from various types of users and journeys.
Additionally, not only will the feedback you collect be more impactful, but you’ll collect it faster and maintain a competitive edge by keeping pace with today’s always-on digital world. With the right digital DIY capabilities, you’ll be able to quickly create new forms of feedback or directly modify existing ones—deploying changes with agility and speed without cumbersome technical resources slowing you down.
One often overlooked component of an XM program is ensuring you have the resources and support necessary for implementing industry best practices across your feedback touchpoints. Deploying DIY engagements on your own can be tricky without the right support. But when you’re backed by a team of experts, you’ll receive guidance on important aspects of feedback implementation + analysis, including:
In short: partnering with an XM provider that supports you with professional services throughout the entire process ensures you can implement self-serve feedback with confidence and success.
Digital transformation begins by understanding your customers and tailoring your engagement models to meet their needs. SMG helps clients accelerate their efforts by establishing listening posts at each touchpoint, testing + assessing disparate tech solutions, and interpreting results to chart the best path forward.
Our digital survey designer provides all the levers + knobs you need to fully control your digital feedback engagements. And SMG’s unique software with a service (SwaS) model means you’re backed by powerful technology, hands-on professional support, and 30 years of industry expertise.
To learn more about implementing self-serve feedback into your XM program, download the SMG Best Practices Brief: Digital DIY feedback or reach out to our team.
Chris Bosco | VP + GM, Digital
Customer Experience Strategy Best Practices to Keep up with 2023 CX Trends
The Real Pros and Cons of Mystery Shopping
Where to Focus to Get the Most Out of Online Reputation Management
Text analytics: Everything you need to know to create real customer experience impact