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
Taking Action
Journey analytics
Our customer journey mapping methodology allows you to capture key touchpoints, enabling you to optimize the digital experience at crucial moments—from awareness to intent, through acquisition and loyalty.
SMG’s software with a service (SwaS) approach means you don’t have to go it alone. We offer always-on strategic program guidance and partner with you to bring your customer touchpoints to life—helping create go-forward journey management strategies to improve customer experiences + future-proof your business.
Customer journey mapping is the process of tracking the touchpoints customers use to engage with your brand on their path from initial awareness to purchase and loyalty.
Customer journey analytics is the process of using data from all customer experience channels to facilitate a unified analysis of the customer journey across all interactions.
While customer journey mapping tells you the path of interactions your customer took on their way to make a purchase, customer journey analytics helps you see how effective your touchpoints are in encouraging that journey—and how you can stand to improve.
