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
Channels
Contact center
Our contact center solution enables brands to invite feedback in multiple ways—IVR transfer, outbound IVR, email, online chat—and tailor questions to their contact center experience. Plus, we can integrate with your CRM systems for more streamlined service recovery workflows.
The contact center is often your last chance to resolve problems and regain loyalty, so it’s critical to stay ahead of service-related issues. Our contact center solution allows you to establish rule-based alerts to notify the appropriate users in real time—automatically escalating unresolved alerts to the next level of your reporting hierarchy. With resolution time metrics, goal setting, interaction details/case history, and in-platform scripted response templates, you have everything you need to close the loop with customers.
Consumers reach out because they want to be heard—but their questions and concerns might not always come through in structured feedback. Our automated voice-to-text transcription enables you to hear consumers in their own words. And with AI-native text analytics functionality + integrated speech analytics, you’re able to track customer perception with sentiment breakdown, spot emerging themes to stay ahead of issues, and drive better business outcomes.
Your contact center’s success depends on getting the right information to the right people at the right time. With the smg360® platform, contact center managers are able to get a real-time view of current performance, see how scores trend over time, and build + distribute timely reports on key performance measures. By drilling down into agent-level scores, coaches can identify specific areas of opportunity + drive continuous improvement.
Partnering with SMG has allowed us to increase automation, reduce costs, and improve the contact center experience for our customers.
VP Strategy + Transformation | CKE
SMG’s customer experience management programs are designed to keep pace with your omnichannel strategy as it grows and evolves across touchpoints, providing the flexibility to meet your customers’ needs where they’re most likely to connect with your brand.
Find out how we help clients turn mountains of data into actionable insights to drive meaningful business outcomes.
Brands choose SMG because we understand their industry + challenges and provide the “always on” partnership needed to help them realize ROI with their XM programs.
