Enterprise experience management platform with a dual focus on industry-leading software + hands-on service.
Seamless, secure data + integrations
Enhance your technology ecosystem
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
Data-driven prescriptive actions
Cross-channel customer insights
Motivate + track workforce progress
Consolidated feedback, fast responses
Swift, seamless response integration
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
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
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
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
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
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
Security + Compliance
All data collected by SMG is stored in a highly secure environment, taking advantage of industry-leading technologies including firewalls, encryption, and role-based access. SMG encrypts all data at rest using industry-standard encryption algorithms, and personally identifiable information is only collected when customers choose to provide it in order to be contacted by the brand for problem resolution purposes or to enter into a sweepstakes.
SMG has two tier-4 data centers that are fully mirrored from a hardware and software standpoint. By having these data centers in two different places, we’ve ensured a regional incident wouldn’t eliminate both data centers—providing an additional layer of protection for our clients’ data.
Besides intra-site redundancy and automated failover service, SMG uses server farms within each center—thereby providing inner-site failover as well. What this means is that SMG can handle losing an entire site or one or more specific servers within either location, without impacting client data. Full back-ups are stored on-site at both centers, and back-ups are synched multiple times per day.
SMG is fully compliant with GDPR legislation, and we have updated privacy policies, implemented a subject access request process, conducted DPIAs, executed standard contractual clauses, and ensured legal basis for processing with all international clients. All data—including customer opt-in PII such as emails, addresses, and phone numbers—is stored in encrypted SMG servers. We also conduct annual SOC 2 Type II (service organization controls) audits.
As of last June, 81% of Americans owned a smartphone. In the throes of this convenience revolution—as more consumers turn to their phones for research and to make purchases—the pressure for brands to provide a seamless and simple mobile experience has never been higher.
A successful customer experience (CX) program doesn’t just measure how your brand is performing, but how it’s performing against its biggest competitors. Customer experience benchmarks are the tools brands need to compare standardized metrics—either internally …