smg360®

Experience Management Professional Services

Evolve from data-driven to insights-driven with the analytical, strategic support
of a dedicated services team.

Professional services

As the industry’s only software with a service (SwaS) provider, SMG partners with clients to develop, maintain, and evolve their enterprise-wide XM programs—anticipating changing consumer expectations + behaviors in ways that deliver business outcomes.

Change management

We work with you to customize the program to fit your needs + offload the technical burden of implementation.

Launch + training

Client-specific guides + communication strategies ensure your program gains traction from the very start.

Program guidance

Leverage our CXPA-certified industry experts + hands-on insights teams to monitor and fine-tune all aspects of the program, so you can focus your efforts where they matter most.

Field engagement

Give frontline teams prescriptive tools to help them make informed decisions in the field, leading to operational improvements + increased accountability.

Client success roadmap

Our in-house client success team conducts annual program audits + ensures clients are using innovations that advance their XM strategies.

Technical support

Unlike SaaS providers who put you in a queue when issues arise, SMG’s teams provide proactive support and ensure all aspects of the program are optimized for every user.

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Insights

SMG provides in-depth analyses + actionable insights that provide a more nuanced understanding of your data and prescribe clear ways to act—leading to measurable results + tangible business outcomes.

Data to insights

Put cross-channel datasets in dialogue with one another to surface holistic insights that impact the entire customer journey.

Financial linkage + ROI

Map XM improvements to cross-functional gains that demonstrate tangible, widespread ROI.

Research methods

Our advanced-degree researchers are experts in using statistical analysis techniques to translate mountains of data into clear-cut paths to improvement.

The SMG difference

SMG puts a dual focus on technology and professional services to help brands turn mountains of data into true CX insights that change business outcomes.

Team of experts

Employees average 10+ years in the XM industry, delivering unmatched experience.

“Always-on” engagement

Ongoing strategic insights and program guidance are included in every partnership.

Outcome-focused insights

Our teams dig into the data and deliver actionable insights customized to your strategic initiatives.

Strategic guidance

We help you reach XM program maturity to maximize your investment.

professional services
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FORRESTER WAVE

SMG named a Leader

  • Highest score possible in the customer relationship, success, and support criterion
  • Highest score possible in the services strategy criterion

The Forrester Wave™: Customer Feedback Management Platforms, Q2 2021

“SMG is a good fit for organizations seeking a software and services partner that has deep expertise in delivering highly relevant and actionable insights.”

The Forrester WaveTM: Customer Feedback Management Platforms, Q2 2021

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Insights > data

Every provider talks about insights—but few attempt to define them and even fewer follow through on their promise to deliver. Learn how SMG defines + delivers true CX insights that change the way you do business.

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Getting Experience Data to Stay Customer Centric with Contactless Service

Get access to customized, actionable insights.