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
Location
“Their insights and the relationship they have with us
we have SMG, and they deliver.
Store communications manager, US retailer *Forrester | The Total Economic Impact™ Of The smg360® Customer Experience (CX) Solution Q2, 2021
Each location’s dashboard shows the two biggest opportunities to impact customer satisfaction. Calculated based on a proprietary algorithm, these Areas for Focus update dynamically and are designed to keep employees focused on the actions most important to their customers.
We have the most robust CX benchmarks in the industry—providing competitive insights on core survey results, qualitative customer comments, behavioral data, and online ratings + reviews.
Detailed customer journey analytics help you connect with customers where they are + drive loyalty across every touchpoint.
CONSIDER
COMPARE
DECIDE
Collect active + passive feedback to shape your digital strategy
ORDER
VISIT
Measure all the ways customers are interfacing with your location
INTERACT
REPORT
Use your contact center to resolve issues
REWARD
REFER
RETURN
Boost business outcomes with online reputation management
Spot, track, and resolve emerging issues with AI-native-text analytics + rule-based alerts, answer specific research questions with customized views + powerful report-building, and integrate internal + external datasets to maintain a single source of cross-channel insights.
Benefit from an assigned client insights team dedicated to ensuring your program runs smoothly, tiered levels of insights presentations that pinpoint opportunities + prescribe actions, and always-on access to a team of executives, advanced-degree researchers, and survey programmers.
Get closer to what your customers are thinking by capturing feedback on location-level experiences and using that data to find actionable insights that drive loyalty and sales.
