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
Make human experiences the heart of every business.
Accelerate value by changing how brands act on customer + employee insights.
Teamwork | Recognize and reward cooperation; collaborate to define and accomplish common goals
Integrity | Consistently do the right thing; be honest and always keep your word
Excellence | Establish and maintain very high standards for quality and achievement
Respect | Value others; acknowledge that others’ ideas and views matter, treat everyone fairly
Service | Be helpful; proactively deliver on others’ expectations, be responsive and adaptable
SMG founded as a unit of KC ad agency Barkley
Launched employee experience solution
Launched customer experience solution
SMG co-founder Leonard Schlesinger published "The Service Profit Chain"
SMG spun off from Barkley as an independent company
Introduced competitive benchmarks to the marketplace
Launched brand experience solution
Launched top-rated smg360® mobile reporting app
Launched digital feedback + call center solutions
Patent granted for tracking consumer brand strength data
Patent granted for capturing consumer location + behavior
Identified by Forrester as a Leader in Customer Feedback Management Wave
Received significant strategic investment from Brentwood Associates
We created our company to be the leader in customer and employee insight. It’s literally what we were born to do and we actively nurture its growth. We encourage strong collaboration across departments, teams, and industries and equip our members with the right tools for the job. We champion respect, communication, and personal advancement. And we believe that because we love what we do, you’ll love the results.
SMG is certified as a Great Place to Work—and that’s largely due to the quality of our people. Because we put such a premium on hiring candidates who uphold our values, add to our culture, and excel in their personal professional development, it’s no surprise we’re always growing. Check out our careers page to find the right role for you.
We firmly believe all benefit when everyone is heard, recognized, and valued. Our commitment to diversity, equity, and inclusion fundamentally shapes and influences how we operate as a company—from recruiting + hiring practices to ongoing training initiatives, interpersonal communications, and everything in between.
We embrace our collective differences and value how they enhance SMG’s ability to achieve its overall mission. Our workplace policies and practices support the cultural tone of inclusion and respect for all employees, partners, and suppliers—enhancing the work we do for our clients and fueling our success.
Learn how the research methodology that started it all continues to drive employee engagement strategies, customer experience improvements, and profitable sales growth.