Platform
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
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
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
About Us
Make human experiences the heart of every business.
Accelerate value by changing how brands act on customer + employee insights.
Be deeply curious | finding answers to important questions
Always be hungry | striving and driving like you really want it
Crave collaboration | energizing and feeding off one another
Make ’em feel elite | creating advocates from world-class service
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
Closed our offices + adopted a remote-first model
Our mission is to accelerate value by changing how brands act on customer + employee insights. And that takes a team of curious, creative, hard-working people who are passionate about exploring new challenges, solving problems, and working as a team. We’re a remote-first company and a leader in our space—come be a part of tremendous growth.
SMG is a remote-first company with a globally distributed workforce. That means our top-notch talent can—and does—work from anywhere, building globally scaled solutions for our clients while living where and how we want to live.
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.
