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
May 11, 2021
KANSAS CITY, Mo. – Service Management Group (SMG), a global customer, patient and employee experience management partner to more than 500 brands, has been named a Leader by independent research firm Forrester in a new report titled The Forrester Wave™: Customer Feedback Management Platforms, Q2 2021. One of just five vendors recognized as a Leader, SMG received the highest possible score in 13 evaluation criteria and is recognized as “a standout when it comes to developing insights and partnership.”
The Forrester Wave is one of the industry’s most thorough and detailed analyses of the customer feedback management (CFM) marketplace. The 12 most significant vendors identified by Forrester are evaluated against 33 criteria in three categories: current offering, strategy and market presence.
“Considering the highly competitive makeup and the continued growth of the experience management market, we’re incredibly honored to be recognized by Forrester as a Leader,” said SMG CEO and Chairman Andy Fromm. “We’re seeing firsthand that our differentiated service offering combined with our continued focus on platform advancements and the strategic growth of our partnership ecosystem are helping brands improve experiences and achieve outstanding program ROI.”
Forrester referenced SMG’s value proposition in the following excerpts from the report: “SMG approaches the market differently than many other vendors, going to market with the tagline, ’software with a service,’” and “SMG is a good fit for organizations seeking a software and services partner that has deep expertise in delivering highly relevant and actionable insights.” Uniquely combining platform technology with hands-on professional services, SMG’s software with a service (SwaS) offering helps brands measure experiences at every touchpoint, activate insights across the enterprise and drive business outcomes.
SMG achieved the highest possible score in 13 of the 33 criteria. This includes the highest possible rating in the following criteria within the strategy category: execution and delivery on roadmap, product vision and strategy and services strategy. In addition, within the current offering category, SMG received the highest scores possible in ten criteria, including drives revenue/impacts business and CX; customer relationship, success and support; creates a culture of customer-centricity; ad-hoc and market research capabilities; employee feedback (VoCE/VoE); customer feedback loop/inner loop and benchmarking.
To learn more, download a complimentary copy of the The Forrester Wave™: Customer Feedback Management Platforms, Q2 2021 at smg.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.