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
Digital Experience Management
This always-on option lets customers react as they encounter issues, wish to provide feedback, or generally need assistance—giving you insight into the customer experience at the moment they are willing to voice their thoughts.
Invite users to provide feedback at strategic intervals based on real-time user behavior. When you do, you can pinpoint areas of frustration, friction, delight, and improvement for product feedback + validation, UX challenges, A/B testing, purchase abandonment, delivery experiences, and return visit intent.
An optimal digital experience includes right now problem solving—empowering brands to address customer pain points as they happen along the digital customer journey. Dynamic assistance offers real-time live or AI-enabled help through virtual chat or guided selling flow implementations. These in-the-moment interventions proactively solve problems and drive visitor conversion.
If customers experience late shipments, inaccurate orders, or damaged goods, you’ll face an uphill battle to regain their loyalty. Post-engagement feedback allows you to follow up with a customer via SMS or email to make sure your brand delivers. We measure each step in the purchase process to optimize fulfillment procedures (including BOPIS + delivery), identify points of customer friction, improve product satisfaction, and resolve customer issues.
With the right DIY strategy, technology, and support, you have more control over how you engage—creating smarter touchpoints, more relevant interactions, and richer insights. You can determine targeting, collection periods, and when and where on your site you want feedback. While many customizations are possible, you don’t have to go it alone—SMG’s professional services + industry expertise will help guide the ideal digital feedback implementation.
Whether you work exclusively in digital or leverage other channels, you can view your entire customer journey and compare side-by-side metrics to understand how one touchpoint impacts another. Dashboards are customizable based on your role, what information you want to see, and how you’d like to see it. With real-time, rule-based alerts, you can track customer sentiment + emerging themes to understand key drivers along each step of the customer journey.
SMG has served as a partner and trusted advisor, helping us create alignment across our customer journey, advance our feedback collection methods, and deliver insights faster.
VP, Customer Experience | Party City
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.
