Platform
Enterprise experience management platform with a dual focus on industry-leading software + hands-on service.
Seamless, secure data + integrations to enhance your technology ecosystem and deliver insights you can trust
Cross-channel feedback collection capabilities at each stage of the customer + employee journeys
Powerful, customizable tools that empower every user with actionable information to produce results
Data-driven prescriptive actions that guide your next best action, at all levels of your organization
Services
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
Experiences
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
Industries
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
Client Success
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
Resources
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
Company
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
Professional Services
With 100% of SMG’s managed and professional services provided in house—and employees averaging 10+ years in the XM industry—you get unmatched experience paired with ongoing, hands-on support. All of our clients have an assigned account team, and each team is structured so you’ll have guidance on program design, data interpretation, and insight activation at all levels of the organization.
SMG has significant experience launching + maintaining global programs, and we work to ensure you benefit from that experience at each step in the process. Your implementation team will leverage established best practices while customizing the program to your unique challenges + research objectives. Additionally, our professional services model means we offload the administrative burden, ensuring your program remains healthy and valuable for your teams without adding day-to-day responsibilities.
Our ongoing engagement strategy includes meeting with your senior leaders to present analysis and insights, evaluate progress, and make recommendations for improvement. We’ll help interpret metrics + results and use them to inform business-changing decisions. These presentations are an opportunity to update you on best practices in XM research and advise you on emerging technologies + innovations.
SMG routinely shows clients how their CX transformation drives outcomes and real change in their business. Successful programs regularly show how they generate new revenue, grow existing revenue, reduce churn + detractors, and drive operational efficiencies. When you can demonstrate the causational relationships between CX initiatives and critical business outcomes across channels, the ROI is evident.
Throughout your program lifecycle, SMG provides ongoing support, helping you reach full CX program maturity and maximize your investment. We don’t just set up a program and let it live. We’re constantly evaluating your program alongside your stakeholders to determine how we can get you to state-of-the-art experience management.
We’re focused on building connections among our client community of more than 500 brands as well as creating open lines of communication between those leading organizations and experts within SMG. By interacting daily with our partners, we receive information about what brands want from their XM programs and what they respond to most. This cultivation of a best practice community includes:
Topic-focused interest groups that allow users to connect on shared challenges + shape SMG’s industry research
Industry panels facilitated by SMG experts that bring XM professionals together to collaborate on common hurdles, solutions, + strategies
Quarterly discussions focused on platform enhancements + use cases, intended to illuminate program best practices
In-person + virtual client events optimized to help clients learn from each other and hear from industry thought leaders
Product advisory committee providing feedback that shapes SMG’s roadmap and go-to-market strategies
How does SMG help you drive loyalty + business outcomes?
