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
Your privacy is important to us, and we want to make sure you understand exactly how we use your data when you entrust your information with us.
“Personal Data” is information relating to an identified or identifiable natural person.
Personal Data that is processed when you submit a “Contact Us” form through the website: When you contact us online, we may collect Personal Data, including your name, company name, job title, business email address, department, and reason for contact, which may tell us that you need help logging in, you would like a demo of SMG’s offerings, you would like to learn more about SMG, you are interested in a career at SMG, or you have a question about your current program.
We may also create event logs that are useful in diagnosing performance-related issues and capturing information relating to the client support or service issue. To improve client service, subject to applicable laws, we may also record and review conversations with client support specialists, and analyze any feedback provided through voluntary client surveys. With your consent, we may log in to your account, if appropriate, to help troubleshoot and resolve your issue.
Personal Data that is processed when you access your smg360® account: When you log in to your smg360 account, we collect your username and password.
Personal Data that is processed when when you download information from the smg.com website: You may sign up to download information, including reports, ebooks, best practice guides, presentations, or case studies from the smg.com website by entering your email address, phone number, name, company, job title, industry, and resource language.
Personal Data that is processed when you complete a survey: When you complete a survey, we collect: (1) your contact data (such as email address, telephone number, and employer); (2) demographic data (such as gender, date of birth, and zip code); and (3) your responses on surveys to the extent the information identifies you or is linked to you as an individually identifiable person; and (4) information relating to your use of SMG Sites and Apps (“Usage Data”), which is addressed in more detail in the section below concerning automatic processing of Personal Data.
Personal Data that is processed when you contact SMG in connection with your survey responses: When you submit your Personal Data in connection with your use of SMG Sites and Apps, such as contacting us for survey assistance or providing comments about your experiences with one of our clients, we collect and analyze the information you submit.
Personal Data that is processed when you access surveys through Social Media credentials: SMG may offer you the opportunity to use social networking services (collectively, “Social Media”) to access SMG surveys. When you choose to access SMG surveys through Social Media login credentials, SMG may, depending on your privacy settings, have access to information that you have provided to the Social Media platform, such as your name, email address, profile photo, posts, comments, and other information associated with your Social Media account.
Personal Data that is processed when clients send us information about your interactions with them: For some of our products and services, our clients may send us information about your interactions with their brands, products, and services, which may include information relating to any loyalty programs in which you are enrolled and information about your transactions with our clients. We may combine this information with other information we have concerning you (e.g., your survey responses).
Cookies are small computer files sent or accessed from your web browser on your computer’s, mobile device’s, or tablet’s hard drive that contain information about your computer, such as user ID, user settings, browsing history, and activities conducted while using SMG Sites and Apps. A Cookie typically contains the domain name (internet location) from which the Cookie originated, the “lifetime” of the Cookie (i.e., when it expires), and a randomly generated unique number or identifier.
Personal Data that is processed when complying with legal obligations and enforcing legal rights: SMG will process Personal Data collected through the smg.com website as needed, to comply with legal obligations and enforce legal rights.
SMG controls and operates our Sites and Apps from the United States. If you are located outside of the United States, SMG will transfer, store, and process your Personal Data in the United States. The data protection and privacy laws of the United States may not be as comprehensive as the laws in your country. For example, Personal Data transferred to the United States may be subject to lawful access requests by federal and state authorities in the United States.
Any transfers of Personal Data from the European Economic Area (“EEA”) to the United States are made pursuant to the EU-U.S. Privacy Shield. Service Management Group, LLC participates in and complies with the EU-U.S. Privacy Shield principles regarding the collection, use, sharing, and retention of Personal Data from the EEA, as described in our EU-U.S. Privacy Shield certification. SMG is committed to subject to the EU-U.S. Privacy Shield principles all Personal Data received from the EU in reliance on the Privacy Shield. View the Privacy Shield list here. Learn more about the Privacy Shield here.
If you live in the EU and you have a complaint about our Privacy Shield compliance, contact our Data Protection Officer by email at email@example.com or by writing to Data Protection Officer, Service Management Group, LLC, 1737 McGee Street, Kansas City, MO 64108. If your complaint cannot be resolved through SMG’s internal processes, you can refer a complaint, free of charge, to our chosen independent dispute resolution body, American Arbitration Association, and in certain circumstances, invoke the Privacy Shield binding arbitration process.
The smg.com website is not directed to individuals under the age of 16, and we request that individuals under 16 not provide Personal Data to SMG. If we learn that we have collected Personal Data from a child under 16, we will take steps to delete the information as soon as possible.
We will retain your Personal Data in our records for no longer than is necessary for the purposes for which it was originally collected. When such information is no longer needed for the purposes for which it was originally collected, we will securely delete all of your electronic Personal Data, and securely dispose of any hard copy Personal Data, except for what is needed to comply with our legal obligations. See section below under “Your Rights” for additional information pertaining to the right of erasure, as well as other data subject rights.
SMG has an information security program that implements technical, physical, and organizational measures designed to assist in maintaining the security and confidentiality of Personal Data; safeguarding against anticipated threats to the confidentiality, integrity, and availability of Personal Data; and protecting your Personal Data against loss, misuse, unauthorized alteration or destruction, and unauthorized access or disclosure.
However, whenever Personal Data is processed, there is a risk that such data could be lost, misused, modified, hacked, breached, and/or otherwise accessed by an unauthorized third party. No system or online transmission of data is completely secure. In addition to the technical, physical, and organizational measures that SMG has in place to protect your Personal Data, you should use appropriate security measures to protect your Personal Data. If you believe that your account or any information you provided to us is no longer secure, notify our Data Protection Officer immediately by email at firstname.lastname@example.org or by calling 800-764-0439 and asking to speak with SMG’s Data Protection Officer.
If you reside in the EU, you have the right under the General Data Protection Regulation to request access to and rectification or erasure of your Personal Data, data portability, restriction of processing of your Personal Data, the right to object to processing of your Personal Data, the right to withdraw your consent, and the right to lodge a complaint with a supervisory authority.
If you reside in the EU, you may opt out of usage of your Personal Data for purposes materially different than those for which your Personal Data was originally collected or subsequently authorized. You also may opt out of disclosures of your Personal Data, if any, to third-party controllers. But if you do not want your Personal Data disclosed to the client for which a survey is being conducted, you may not be eligible to participate in the survey. If we collect any sensitive Personal Data (e.g., health data) from you, we will obtain your opt-in consent before disclosing such data to a third party or using your Personal Data for a purpose other than that for which it was originally collected or subsequently authorized.
If you live in the EU, and if you wish to exercise any of these rights, contact our Data Protection Officer by email at email@example.com or by writing to Data Protection Officer, Service Management Group, LLC, 1737 McGee Street, Kansas City, MO 64108.
If you reside outside of the EU, you may have similar rights under your local laws. If you do not live in the EU but you think you have any of these data subject rights under your local laws, please contact our Data Protection Officer by email at firstname.lastname@example.org or by writing to Data Protection Officer, Service Management Group, LLC, 1737 McGee Street, Kansas City, MO 64108.
To the extent that the personal data SMG Sites and Apps collects is considered to be HR data (e.g. recruitment information), the independent recourse mechanism is the Information Commissioner’s Office (ICO), the UK supervisory authority for data protection issues.
In compliance with the Privacy Shield Principles, SMG commits to resolve complaints about our collection or use of your personal information. EU individuals with inquiries or complaints regarding our Privacy Shield policy should first contact our Data Protection Officer by email at email@example.com or by writing to Data Protection Officer, Service Management Group, LLC, 1737 McGee Street, Kansas City, MO 64108.
SMG has further committed to cooperate with the panel established by the EU data protection authorities (DPAs) with regard to unresolved Privacy Shield complaints concerning human resources data transferred from the EU in the context of the employment relationship.
Do Not Track. SMG does not track its customers over time and across third-party websites and online services (e.g., mobile apps), and therefore does not respond to Do Not Track (DNT) signals. However, some third-party sites and apps may track your browsing activities when they provide you content, which enables them to tailor what they present to you. Third parties may collect Personal Data relating to your online activities over time and across different websites and apps when you use our services.
If you have questions about privacy, need assistance with accessing or updating your Personal Data, or have complaints relating to the processing of your Personal Data, contact our Data Protection Officer by email at firstname.lastname@example.org or by calling 800-764-0439 and asking to speak with SMG’s Data Protection Officer.
You can also write to us at:
Service Management Group, LLC
Attn: Data Protection Officer
1737 McGee Street
Kansas City, MO 64108
Service Management Group, Ltd.
38-40 The Maltings
Hertfordshire AL1 3HL
Service Management Group G.K.
2-7-16 No. 3 Komoriya Building 9F
Tokyo 1050013, Japan
SMG is the controller of the Personal Data that is collected through the smg.com website. You can contact SMG’s Data Protection Officer by email at email@example.com or by writing to Data Protection Officer, Service Management Group, LLC, 1737 McGee Street, Kansas City, MO 64108.