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
SMG has been recognized as a Visionary in the November 2020 Gartner Magic Quadrant for Voice of the Customer—a detailed report delivering in-depth profiles for 15 vendors in the experience management (XM) space. Of those evaluated, SMG is the only provider positioned in the Visionaries quadrant. From our understanding, Visionaries deliver innovative and potentially market-changing solutions and have strong potential to influence the direction of the market.
1. Out-of-the-box solutions are aligned with customer journeys across SMG’s target markets
The SMG customer experience management platform helps brands impact the entire customer journey, supporting each interaction and collecting both solicited and unsolicited data across multiple touchpoints.
Additionally, SMG’s market-leading platform includes AI-driven analytics and features a robust set of out-of-the-box connectors built for enterprise management systems and hundreds of industry-specific platform applications.
2. SMG is a purpose-driven business with a clear mission + focus on helping clients improve financial performance
Showing clients how customer experience data links to financial results is at the heart of our business. SMG was founded on principles of The Service Profit Chain, which quantifies the link between employee engagement, customer loyalty, and sales growth. We help brands demonstrate ROI in many ways, one being through prescriptive action, which predicts where clients should focus to drive the biggest opportunities to impact loyalty and sales growth.
We also have a strong focus on improving financial performance through engaged employees. Engaged employees are more loyal, helping create highly satisfied and loyal customers. And highly satisfied, loyal customers lead directly to growth in sales and profits.
3. Expertise meets the needs of large-scale organizations + multiple location-based industries
While most brands understand the importance of customer + employee feedback and have some sort of experience management (XM) solution in place, many lack the actionable insights necessary to create meaningful, system-wide change. For large organizations, this is often due to an XM provider underdelivering on technical + professional support while also falling short on the services needed to run a successful program.
SMG delivers the end-to-end capabilities necessary for driving improvements across the enterprise. We do this by:
In addition to these tech capabilities, the smg360® platform is tailored to provide local and regional insight for roles ranging from executives to front-line workers. This type of role-based engagement ensures each level of the organization can access customizable data views, powerful analysis, and actionable information.
Maximize your XM investment
It was an honor to be recognized by Gartner for our work in helping brands boost customer + employee loyalty. SMG is committed to ensuring clients achieve tangible business outcomes as a result of their experience management efforts.
To learn more about our custom-designed approach to improving your customer experience in ways that lead to meaningful business outcomes, please reach out. You can also download the full Gartner 2020 Magic Quadrant for Voice of the Customer report here.
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