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
Businesses operating in the dark are doomed to fail. And the more lightbulb moments you have, the better equipped you’ll be to illuminate new paths to insight and inspire smart changes across your enterprise. But how do you make sure your teams are getting all the way to true CX insights, and not just settling for data points? Because data points aren’t enough. In order for your brand to get business-changing outcomes, you need more than just numbers—you need a tangible deliverable.
In a previous blog, we talked about why you need insights—now let’s dig into how to make sure you’re getting them. Here are 5 tests that will help you understand the difference between insights and data points—leading to measurable results and tangible ROI:
Instead of learning only that scores are changing, you need specific information about what’s happening, why it’s happening, and how you can enact change.
A data dump drowning in complicated statistics will get you nowhere. Your managers require tactical tools that are action-oriented, intuitive and engaging, and easily accessible.
Teams need targeted coaching on which levers to pull—and you have to be able to define what those efforts will actually look like in the field. A true CX insight prescribes clear action items and identifies who’s responsible.
You need to be able to track your team’s efforts—against other internal teams, past performance, industry averages, etc. Go in with a SMART goal connected to organizational KPIs—something tangible that you can measure success against.
True CX insights will impact the entire business and predict financial impact beyond CX measures. Map CX improvements to cross-functional gains that demonstrate tangible, widespread ROI—so you can prove the program is worth the effort.
You’re probably not surprised that lots of vendors talk about insights, but few actually deliver on them. And the truth is, a CX platform will only get you so far.
To really take advantage of true CX insights—the kind that boost loyalty and improve business performance—your team needs trusted CX advisors who have experience in CEM best practices that drive outcomes. That’s why SMG’s unique model puts a dual focus on technology and services to help brands turn mountains of data into actionable insights that change business outcomes.
You should be confident you’re getting the information you deserve from you CEM vendor so your team can operate effectively as an insights-driven business. To find out if the CX insights you get today pass the test, download the executive brief.
Customer Experience Strategy Best Practices to Keep up with 2023 CX Trends
Sustainability: What consumers expect and 3 actions restaurant + grocery brands should take today
Customer Experience Feedback and Text Analytics
What consumer trends are impacting today’s in-store retail experience?