Platform
Enterprise experience management platform with a dual focus on industry-leading software + hands-on service.
Seamless, secure data + integrations
Enhance your technology ecosystem
Air-tight infrastructure
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
On-the-go insights
Data-driven prescriptive actions
Cross-channel customer insights
Motivate + track workforce progress
Consolidated feedback, fast responses
Swift, seamless response integration
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
Drive customer lifetime value
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
Customer Experience Management
Learn from what your customers experience at every interaction, at every location, across every touchpoint.
Measure + manage face-to-face customer experiences to quickly learn, adapt, and implement strategies that deliver meaningful results.
Monitor how navigation, content, functionality, and fulfillment affect the user experience + your conversion rates.
Use unsolicited customer feedback to gain an outside perspective of your brand + opportunities to deliver impactful change.
Empower the employees interacting directly with customers to effect change, immediately + measurably improving customer satisfaction.
Understand why, when, + how often customers visit your locations—or your competitors’—so you can better convert each customer into a long-term brand loyalist.
Detailed customer journey analytics help you connect with customers where they are + drive loyalty across every touchpoint.
CONSIDER
COMPARE
DECIDE
Collect active + passive feedback to shape your digital strategy
ORDER
VISIT
Measure all the ways customers are interfacing with your location
INTERACT
REPORT
Use your contact center to resolve issues
REWARD
REFER
RETURN
Boost business outcomes with online reputation management
Collect, aggregate, and analyze data from every touchpoint to create a holistic view of business performance, with 24/7 access to the customer data points you need.
From research analysts to location managers and everyone in between, get customized access to data when and where you need it.
We translate qualitative feedback into data to detect sentiment in open-ended customer comments, surface emerging themes across products and categories, and streamline the feedback-to-insight process.
Marry your CX data with other third-party datasets in a centralized reporting dashboard, using dynamic filters and visualizations to solve complex business challenges.
Get the full perspective of your brand’s place in the market, how you stack up against competition, and where you can improve.
Access customer feedback on the go with insight-focused data visualizations to inform decision-making right from your phone.
Benefit from a flexible, API-centric open architecture and real-time bi-directional integrations to more easily ingest and process data.
Customer insights + behavioral analytics tools drive prescriptive actions that improve experiences and generate meaningful business outcomes.
Engage with customers and resolve issues faster to maintain a positive brand reputation.
Automate close-the-loop workflows to ensure you follow up with high-risk customers in a timely manner—resolving problems quickly and efficiently to reduce customer churn.
Use AI-based alerts to detect and escalate high-impact, low-frequency events—using that information to stay ahead of operational risks.
Emphasize location- and touchpoint-specific opportunities to drive customer satisfaction with data that updates as feedback is collected.
3.3ppts average YOY change for SMG clients
Our advanced-degree researchers and deep category + industry expertise deliver prescriptive research findings that tie directly to critical business outcomes specific to your brand’s strategic initiatives—turning mountains of data into the information you need to take targeted action.
We love our SMG team, they are great partners in helping us really take things to the next level.
Senior Principal Team Leader, Customer & Market Insights | Chick-fil-A
As we evaluated customer experience management providers, SMG’s software with a service model was a key differentiator. We needed their help to uncover insights faster and improve the customer experience.
Client Experience Officer | Dickinson Financial Corporation
The Forrester Wave™: Customer Feedback Management Platforms, Q2 2021
Customer experience management, frequently abbreviated as CX, is the process of using technology to observe, record, and analyze data about the experiences consumers have with your brand.
A CX program records experiences consumers have with your brand (both online and in the physical world) throughout all their interactions—collecting information by both asking consumers directly (active feedback) and through observation and the opportunity for consumers to provide the feedback when and how they choose (passive feedback).
CX data is processed via computers and returned as useful data, or CX analytics, for brand stakeholders to use when making a range of important business decisions.
