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
Taking Action
By combining end-to-end feedback collection methods, robust reporting + analytics, and hands-on professional support, we help you focus your actions where they’ll have the most impact.
Isolate the metrics that have the biggest impact on overall customer satisfaction + employee engagement.
Use AI-powered alerts to identify + resolve high-impact, low-frequency events so you can stay ahead of time-sensitive issues across your enterprise.
Monitor user engagement metrics, manage survey response quotas, + ensure all aspects of the program are running smoothly.
Combine product mentions + sentiment from text analytics with quantitative data to track product-level satisfaction over time and help guide innovation strategies accordingly.
Develop specific action plans based on customer feedback and your brand’s operational strategies.
Understand how each channel impacts the others + align improvement strategies across touchpoints.
pay attention to where our focus is.
making recommendations on what we should do.
start developing an implementation plan the same day.
US customer experience manager quick service restaurant chain
*Forrester | The Total Economic Impact™ Of The smg360® Customer Experience (CX) Solution
SMG’s case management is a centralized, multi-source platform for customer issues—providing the tools you need to promptly respond, assign, track, and resolve for an effective service recovery process.
We centralize key location-level insights gathered from the most important ratings + review sites—providing an aggregated view of CX data and in-platform response capabilities to create a more efficient close-the-loop process.
Our flexible reporting + analytics platform provides customizable + role-based reporting, AI-native text analytics, and powerful report-building capabilities—all so you can get to the insights that drive meaningful business impact.
Our focus on both technology and services helps you turn cross-channel datasets into insights that are specific, understandable, prescriptive, measurable, and worthwhile. In short, we deliver actionable insights that drive business outcomes.
