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
KANSAS CITY, Mo. – Service Management Group (SMG), a global customer, patient and employee experience management partner to more than 500 brands, has announced a new partnership with FullStory to help brands identify signals in purchaser and non-purchaser behavior and disruptions in the digital experience. With a focus on helping brands deliver better experiences across the customer journey, SMG is enhancing its platform with ongoing technology investments and strategic partnerships.
FullStory helps brands improve the digital experience with an intelligent software solution that pinpoints when, where, and how the user experience is impacting revenue and retention. In addition to identifying where the digital experience is falling short, FullStory gives brands the tools needed to understand what isn’t working and why.
“As the digital experience continues to play a more significant role across industries, leading brands are looking for opportunities to optimize digital touchpoints and deliver a more frictionless customer journey,” said SMG VP/GM of CX Solutions Charlie Moore. “Our partnership with FullStory helps clients uncover specific pain points and continually optimize the digital experience.”
As an experience management partner to more than 500 brands, SMG combines platform technology and professional services to uncover actionable insights throughout the customer, patient and employee journey. FullStory enhances SMG’s digital experience solution by giving brands the ability to combine feedback data with quantitative experience data.
“In combination with SMG’s experience management platform, FullStory gives brands a more holistic view of the digital experience through real-time visualizations and richer insights,” said FullStory SVP of Sales Jamie Garverick. “We’re excited to partner with SMG and help their clients identify and act on opportunities to enhance the digital experience.”
About FullStory
Founded in 2014, FullStory’s digital experience software provides thousands of companies globally with clear, actionable, revenue-increasing insights about their customer experience. FullStory securely stores and organizes digital experience information, making that information easy to understand and act on. Product and software development teams use FullStory to operationalize the digital customer experience, breaking down information silos and turning customer pain points into immediate opportunities to improve their most critical metrics and KPIs. For more information about FullStory, visit http://www.fullstory.com.
About Service Management Group
SMG inspires experiences that improve people’s lives. We are a catalyst for change, providing actionable customer, patient, and employee insights that boost loyalty and drive business outcomes. Our unique model puts a dual focus on platform technology and professional services—making it easier to collect, analyze, and share feedback and behavioral data across the enterprise. To learn more about our customer experience management, employee experience, and brand research solutions, visit www.smg.com.
###
RELATED BLOGS
Customer Experience Strategy Best Practices to Keep up with 2023 CX Trends
Diversity, equity, + inclusion in the workplace | How to align DEI efforts with expectations and drive employee engagement
The Purpose Advantage | Creating a connection with employees + customers
How to Calculate Customer Experience ROI and 3 Steps for Retailers to Prove Program Success