smg360®

Enterprise Experience
Management Platform

Transform your customer and employee journey through XM investments that impact on a regional, national, and global scale.

smg360 platform dashboard

Technology

Fast, easy data collection that delivers insights, informs actions, and achieves business impact.

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Integrations + connectors

Connect third-party and inferred data from multiple sources for more holistic, richer insights.

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Security + compliance

Air-tight infrastructure that keeps your customer feedback data secure, 24/7.

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Partners

Access a broad range of value-add capabilities, services, and solutions from industry leaders.

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Data management

Role-based access to XM data across your enterprise, with industry-best data integrity.

Channels

Gather solicited and unsolicited customer feedback in real time.

Location

Capture post-transaction feedback data to fuel location-level improvements + increase customer loyalty.

Digital

Measure how navigation, content, functionality, and fulfillment impact conversion.

Ratings + reviews

Aggregate customer feedback from top review sites for better online reputation management.

Contact center

Surface insights on agent performance + keep a closed loop on customer issues.

Employee

Understand and manage the entire employee journey to drive engagement.

Behavioral

Understand how and why customers make decisions to improve your customer touchpoints.

customer experience dashboard
text analytics dashboard

Reporting + analytics

Monitor growth opportunities with real-time data access, cross-channel views for side-by-side analysis, + powerful analytics.

Role-based reporting

Flexible, adaptive, customized to your organization.

AI-native text analytics

Sentiment and pattern detection for deeper insights.

Business intelligence

Centralized reporting to surface cross-channel insights that solve complex business challenges.

Benchmarking

Cut segment-specific data by critical metrics to see how you compare to your competitors

Mobile reporting app

Empower the field with intuitive, anytime access to information leading to action.

Taking action

Turn prescriptive insights into tangible results.

Journey analytics

Identify key behavioral drivers across touchpoints to inform the ideal customer experience.

Predictive analytics

Forecast what improvements will have the biggest impact with regression model analyses.

Online reputation management

Engage with customers and resolve issues faster to maintain a positive brand reputation.

Case management

Streamline your close-the-loop process with in-platform response + goal-oriented resolution metrics.

Employee action planning

Stay one step ahead with proactive responses for common scenarios.

cx metrics

18400500600

data points analyzed annually

Integrations + connectors

Get the most out of your XM solution with a wide range of always-evolving tools, services, and solutions.

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smg360 mobile app

Real-time access to the data you need to make decisions that drive outcomes.

DATA INTEGRITY

Clean, reliable data you and your stakeholders can trust.

reliable data
Executive Brief
In-app mobile feedback
Solution Brief
Operational risk alerts | Food safety
Solution Brief
SMG Program Methodology: AI-native text analytics

Discover the end-to-end XM capabilities of the smg360® platform.