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
Back to News
Oct 14, 2021
KANSAS CITY, Mo. – Service Management Group (SMG), a global customer, patient, employee and brand experience management partner to more than 500 brands, has announced a new customer experience management program with Dickinson Financial Corporation. The financial services firm is working with SMG to manage the client and contact center experiences across its national network of banks.
Dickinson Financial Corporation is family-owned, serving more than 225,000 clients nationwide through its two subsidiary banking institutions—Academy Bank and Armed Forces Bank. Academy Bank is a full-service community bank that has more than 80 traditional and in-store branches in Arizona, Colorado, Kansas and Missouri. Armed Forces Bank serves active and retired military and civilian clients globally with the most on-base locations (23 locations on 17 installations) of any military bank in the country.
“As we evaluated customer experience management providers, SMG’s software with a service model was a key differentiator,” said Dickinson Financial Corporation Client Experience Officer Charles Freeman. “With a focus on improving customer retention and satisfaction, we know we need an intuitive platform and hands-on professional services to help us uncover insights faster and continually improve the customer experience.”
Customer feedback data is delivered to the smg360® experience management platform in real time, providing Dickinson Financial leadership with key program metrics while branch managers get location-level insights and strategic areas for focus from role-based dashboards. Alongside solicited feedback, Dickinson Financial is measuring the contact center experience by capturing data from each interaction and using coaching reports and alerts to provide differentiated service, resolve issues quickly and increase customer loyalty.
“It’s an honor to partner with a brand that’s not only helping meet the banking needs of our communities but is also providing accessible financial services to our military service members and their families,” said SMG Chief Customer Officer Todd Leach. “With three decades of experience helping brands create better experiences, we’re excited to help Dickinson Financial Corporation meet their customer experience objectives.”
Dickinson Financial Corporation
Dickinson Financial Corporation (DFC) is a $3.5 billion privately held bank holding company headquartered in Kansas City, Missouri. Its banking subsidiaries, Academy Bank and Armed Forces Bank, are headquartered in Kansas City, Missouri and Fort Leavenworth, Kansas. Customers access DFC’s banking products and services through its branch network, Customer Care Center, convenient ATM locations, and via online and mobile banking. DFC provides convenience-based banking through extended banking hours, with many retail locations open 6 days a week. For more information, visit www.academybank.com or www.afbank.com.
About Service Management Group
SMG inspires experiences that improve people’s lives. We are a catalyst for change—helping organizations generate new revenue, grow existing revenue, reduce churn and detractors, and drive operational efficiencies. Our unique software with a service (SwaS) model puts a dual focus on platform technology and professional services, making it easy for brands to activate insights based on customer, patient, and employee feedback. To learn more about our customer, employee, and brand experience management (XM) solutions, visit www.smg.com.