Co-creation communities
Involve your customers in brand decisions through open, ongoing conversations.
- Real-time collaboration for continuous feedback and ideation
- Enhanced innovation from passionate customer and employee input
- Better market fit through active community participation in early-stage product development
- Faster and more agile decision-making with AI-native tools
Interaction-based intelligence
SMG provides actionable intelligence across customer touchpoints so clients can drive continuous gains in location- or segment-specific financial performance and loyalty.
- Best-in-class interaction-based surveys across different customer touchpoints
- Real-time performance tracking across multiple feedback channels
- Advanced drill-down functionality to uncover emerging themes and sentiments
- Integrated customer comment analysis to determine targeted experience scores
AI-powered CX with Ignite
Capture customer feedback, unlock insights with AI, and move faster from feedback to action.
- Customer sentiment assessments with high precision
- Contextual understanding of feedback
- Trend identification to enable proactive responses
- Operational alerts to identify and mitigate risks
- Recommended actions that are prioritized and tracked
Role-based dashboards
Deliver only the data each stakeholder needs to make informed decisions through intuitive, customized dashboards.
- Real-time customer comments
- Performance by time of day and day of week
- Score comparisons, performance reports, and alerts
- Comprehensive case management
- Mobile app reporting and social media analytics
Benchmarking
Leverage our industry-leading portfolio of four benchmark datasets and shed light on your performance when stacked up against the competition.
- Core survey benchmarks access billions of data points across various categories, regions, and demographics
- In-depth text benchmarks analyze comments to gain qualitative insights
- Detailed ratings and reviews benchmarks compare your online ratings and reviews against competitors
- Buyer journey and purchase funnel analysis relative to the competition
Unified Experience Management
No more siloed data. Integrate your CX data with your BX and EX data for a complete experience management approach. You can also integrate with your CRM, POS, and other third-party platforms.
- Unified data dashboard for a comprehensive view of customer journeys
- Customer segmentation analysis based on demographics, touchpoints, and behaviors
- Churn reduction by identifying dropout points and at-risk revenue
- Real-time trend recognition for more precise strategy mapping
- Predictive analytics forecast and influence customer behaviors
- Customizable visualizations address your brand's unique research challenges
Customer
co-creation
Build CX into brand decisions through always-on customer communities.
Social
listening
Monitor social channels to gain deeper insights into what customers are saying about your brand and your competitors.
Digital
platforms
Identify where, when, and how customers engage with your brand online.
Frontline
empowerment
Measure and manage face-to-face customer experiences with tools designed for frontline employees, managers, and regional leaders.
Customer
center
Empower employees with the insights they need to drive meaningful CX improvements.
Ratings
and reviews
Analyze customer feedback from multiple sources to benchmark performance and uncover opportunities for improvement.
Competitors
Gain a competitive edge with insights into customer behavior at your locations—and your competitors'.
