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
The SMG Difference
No other XM vendor combines platform technology and professional services to achieve meaningful business outcomes like SMG. We provide analysis support, insight delivery, and strategic partnership—going far beyond the software as a service (SaaS) model offered by other vendors—to help brands turn mountains of data into actionable insights that change business outcomes.
Our industry-tuned smg360® platform + services packages allow brands to choose the options that best meet their needs.
Data collection methods backed by decades of research, spanning all channels + touchpoints
Vendor-led integrations through a full suite of out-of-the-box integrations, in-platform connectors, + SMG’s bi-directional APIs
Reporting dashboards that are highly configurable + role-based with real-time access, engaging visualizations, + the industry’s highest-rated mobile app
Feature-rich tools for drill-down analysis, including a powerful report builder, AI-native text analytics, + multi-source case management
Solution support from a team of XM experts, leading you through onboarding, training, and maintenance to keep your program on track + thriving
Success management that’s prescriptive + future-focused to ensure your XM strategy leads your organization + the industry
Insights consultation that provides game-changing answers to your most important business questions and points you toward better outcomes
SMG’s ability to combine measurement technology, robust reporting, and unmatched research expertise means clients save time, energy, and money by not having to worry about day-to-day administrative tasks or having to add labor to manage the program. It’s part of the reason our client retention is second to none, with partnerships lasting eight years on average and 50% of new business coming from client referrals.
The Forrester WaveTM: Customer Feedback Management Platforms
Omdia Market Radar: AI-enabled Experience Management Platforms
Gartner Magic Quadrant for Voice of the Customer
Forrester conducted a Total Economic Impact™ study of the smg360® CX solution, identifying the real-world ROI our clients can see through their programs. Within just three years, SMG clients can see:
ROI
in total benefits
in turnover reduction
cost reduction from process improvements
TOP 50 RESTAURANTS
TOP 10 CONCEPTS
TOP 20 RETAILERS
active + passive signals per year
feedback from non-survey sources
API/out-of-the-box integrations
daily active users
annual platform enhancements*
possible in the customer relationship, success, and support criterion*
as likely to realize strategic program execution
average CX experience per employee
possible in the services strategy criterion*
when it comes to developing insights and partnership”*
Top Partnership Insights awarded
as likely to take action on insights
in delivering highly relevant and actionable insights”*
The Forrester WaveTM: Customer Feedback Management Platforms, Q2, 2021
