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
Technology
Data management
Effective data collection requires the right technology and systems to prevent fraudulent data from getting to your teams. Our proprietary technology assigns a unique digital ID to every device that takes your survey. We then quarantine data from duplicate digital IDs in real time so this suspicious data never makes it into your reporting. This is unique to SMG and ensures you don’t have fraudulent inputs or changing scores, enabling your teams to make decisions + take action on accurate data that’s screened in real time.
We partner with clients to integrate all relevant data sources into our unified smg360® platform to enable cross-channel analytics and synchronized experience management (XM) initiatives. We provide out-of-the-box connectors, self-serve developer portals, + managed implementation services to help you gain contextual insights on what happens across (and between) interactions so you can deliver more seamless, personalized engagements across the customer journey.
All client data is stored in a highly secure environment—taking advantage of industry-leading technologies including firewalls, encryption, and role-based access. SMG has two tier-4 data centers that are fully mirrored from a hardware and software standpoint to ensure a regional incident won’t introduce risk to clients’ data. Besides intra-site redundancy and automated failover service, SMG uses server farms within each center—thereby providing inner-site failover as well. Full back-ups are stored on-site at both centers, and backups are synched multiple times per day.
execute a sustainable survey program
executing, protecting data integrity, and helping avoid survey fatigue
The Forrester WaveTM: Customer Feedback Management Platforms, Q2 2021
