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
Predictive analytics
By pairing purchase history, customer service interactions, and demographics (to name a few), you can predict customer churn, potential future purchases, critical dropout points in the customer journey, and long-term customer lifetime value. Combined with case management actions, goal-setting, data health and anomaly reports, perceptual maps, and customer segmentation analyses, you’ll spend less time putting out fires and more time resolving issues before customers ever notice.
smg360® enables dynamic, self-serve predictive + prescriptive analytics across structured + unstructured data. Our platform includes a proprietary algorithm to predict which touchpoint or experience factor will have the greatest impact on loyalty metrics, and uses brand-specific business rules to prescribe action based on the individual location or touchpoint.
Using our AI-native text analytics to mine unstructured feedback in real time, we use industry-specific machine learning models to predict operational risk based on customer comments. These high impact, low frequency alerts notify you of major issues like food safety, customer churn, or employee misconduct—potentially significant threats to businesses serving a high volume of customers—so you can take immediate action when issues arise.
Predictive customer analytics is the application of an analytical algorithm to predict the customer experience factors that will have the greatest impact on performance metrics.
Predictive analytics help brands identify what aspects of the experience will matter most to customers, understand which service behaviors predict shorter customer return cycles, mitigate potential operational risk, and stay ahead of high-impact, low-frequency events.
