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
An experience management (XM) program can drive changes across your business that increase loyalty, reduce churn, and generate revenue—and even the smallest changes can have a major impact on your bottom line.
In their brief, How Customer Experience Drives Business Growth, 2020, Forrester calculated the impact of improving customer experience (CX) index scores by just 1 point for 12 industries. Across all industries, on average, that small improvement led to millions—and in some cases, billions—of added annual revenue.
The problem, however, is many organizations struggle to connect data to insights, insights to action, and actions to enterprise-level growth.
In this blog, we’ll take a look at some of the challenges, solutions, and results brands encountered with their experience management (XM) programs, and how they leveraged those XM insights to save time, increase revenue, and produce enterprise-wide ROI.
An experience management program is successful when it’s providing actionable customer data that drives change to boost loyalty and business performance at the location and brand level. A technology platform gets you part of the way there. The addition of partnership, service, and operator support gets you all the way there.
One of the biggest differentiators between XM providers is their level of support. Many vendors primarily offer software as a service (SaaS)—dedicating minimal resources to analysis support, insight delivery, and strategic partnership.
Organizations that choose to partner with SMG, a software with a service (SwaS) provider, get hands-on professional support with powerful technology—making it easier to activate insights across the enterprise. From onboarding to developing program best practices, SMG offers support throughout the entire program lifecycle.
Customer experience feedback should provide necessary perspective on what works, what doesn’t, and what you must do to move your brand forward. To see if you’re getting the level of quality customer feedback you deserve from your XM provider, ensure your solution has these capabilities:
When it comes to understanding the economic impact of your XM program, numbers speak louder than words. If your XM vendor is only talking about ROI in a vacuum and can’t provide you with a tangible connection to specific business outcomes, your program is falling short.
SMG is dedicated to providing brands with outcome-focused insights that yield true value to their business. In our recently commissioned Total Economic Impact™ study conducted by Forrester Consulting, clients quantify the efficiencies SMG brings to their business. Based on client interviews and data validations, this Forrester TEI study details the tangible business outcomes achieved by a composite organization leveraging the smg360® CX solution.
The in-depth analysis also determined—within just 3 years—a composite SMG client saw:
With organizations continuing to ramp up investments in their experience management (XM) strategies, the onus is on brands to choose an ROI-driven solution that delivers consistent and significant impact across the enterprise. If you can’t prove your XM program is adding to your bottom line, it may be time to evaluate other options.
To learn more on how SMG’s customer experience solution helps our clients identify real-world ROI through their CX programs, download the study: The Total Economic Impact™ Of The smg360® Customer Experience (CX) Solution.
Ken White | President
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