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
Reporting + Analytics
We build customized dashboards based on the unique reporting needs in each level of your organization.
Our proprietary approach to text analytics leverages cutting-edge research in neural networks + natural language processing (NLP) to analyze feedback the way a person would—going beyond individual words to surface emerging trends, themes, and sentiment with greater contextual accuracy.
Answer complex business problems more efficiently + innovate with confidence with our advanced experience management analytics capabilities in a centralized reporting dashboard.
With the largest database of customer experience metrics in the world, you can accurately track internal, social, and competitive across structured + unstructured datasets.
With role-based views, benchmarks, and close-the-loop functionality, the industry’s highest-rated mobile reporting app helps you quickly move from insight to action—without taking anyone off the front lines.
The smg360® app is fantastic….when I see accolades from a guest that are worthy of recognition, I will forward it back to the operator with my own note of positive reinforcement.
CEO | Firehouse Subs
Brands are often data-rich, but insights-poor. In order to really understand your business and drive customer loyalty, you have to be able to translate data into actionable insights.
Leverage out-of-the-box connectors, self-serve developer portals, and managed implementation services to deliver more seamless, personalized engagements across the customer journey.
Customer experience analytics is the result of taking the raw data as collected by your customer experience management platform and processing it with the help of technology to find actionable trends and key data points within the information.
Computer-aided analytics translate the mountain of data from a CX program into insights and visual representations specialized to stakeholders at every level of your organization, allowing them to respond to feedback at the appropriate level, from following nationwide sentiment trends at the corporate level to individual customer experiences at the location level.
Customer analytics uses a range of technologies to assist with the process, including AI text analytics to find relevant data and patterns in unstructured text, and predictive analytics to effectively analyze the mountain of data produced by a robust customer experience management program.
