Platform
Enterprise experience management platform with a dual focus on industry-leading software + hands-on service.
Seamless, secure data + integrations to enhance your technology ecosystem and deliver insights you can trust
Cross-channel feedback collection capabilities at each stage of the customer + employee journeys
Powerful, customizable tools that empower every user with actionable information to produce results
Data-driven prescriptive actions that guide your next best action, at all levels of your organization
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
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
Channels
Get closer to what your customers are thinking by capturing feedback on location-level experiences—surfacing actionable insights that drive loyalty and sales.
Measure everyday performance to discover key drivers of the digital experience, so you can keep customers at the center of your omnichannel strategy.
We capture ratings + reviews from the most popular platforms for location-level information and integrate it with your other feedback channels—allowing you to take a streamlined approach to online reputation management.
Build better customer connections with contact center experience measurement, making it easier to monitor agent performance, improve service, and stay ahead of potential issues.
Get better, faster brand insights at every level of your business by combining operational measurement, attitudinal research, and behavioral data in real time.
Leverage employee-provided insights to improve onboarding, reduce turnover, drive sustainable engagement, and spur organizational change.
Providing an exceptional experience at every touchpoint in the customer journey can mean the difference in earning lifetime loyalty or losing that customer forever.
With so many points of entry, it’s never been more critical—and more difficult—to optimize the customer experience.
One of the best predictors of brand success starts with the satisfaction of your staff. To build a truly customer-centric culture, you need to prioritize the employee experience.
We’re always building new ways for our clients to drive better business outcomes—and we regularly push automatic upgrades to our platform so every client always has access to the most up-to-date version. Here’s a highlight of a recent enhancement:
The digital journey is ever evolving and requires an agile approach. With a DIY survey designer, users have complete self-serve control over the creation, targeting, and launch of feedback. It all leads to smarter touchpoints, more relevant interactions, and richer insights.
Make sense of customer feedback with easy-to-read visualizations of real-time data and intuitive navigation designed to help you uncover actionable insights.
Cross-channel customer experience is the series of experiences relating to your brand across different interaction channels. Some of these disparate channels include company websites, branded apps, brick-and-mortar locations, ratings + review sites, and contact centers.
When it comes to creating customer experiences that encourage more customer conversions, consistency is key. By considering your customer’s experience from a cross-channel perspective, you remove barriers to engagement and create a more frictionless customer experience that results in more sales and more loyal customers.
Building a successful cross-channel customer experience requires collecting experience data from every touchpoint in the end-to-end customer journey. Those experiences should be analyzed both individually and as a set of interactions working together to successfully convert and retain customers.
Discover the end-to-end XM capabilities of the smg360® platform.
