The SMG Difference

SMG is the industry’s only enterprise-level experience management (XM) platform providing software with a service (SwaS)—uniquely combining an end-to-end platform with hands-on professional services to improve customer, employee, and brand experiences.

What we do + how it’s different from other vendors

No other XM vendor combines platform technology and professional services to achieve meaningful business outcomes like SMG. We provide analysis support, insight delivery, and strategic partnership—going far beyond the software as a service (SaaS) model offered by other vendors—to help brands turn mountains of data into actionable insights that change business outcomes.

Software with a service

What a software with a service (SwaS) approach means for clients

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smg360® PLATFORM

Data collection methods backed by decades of research, spanning all channels + touchpoints

Vendor-led integrations through a full suite of out-of-the-box integrations, in-platform connectors, + SMG’s bi-directional APIs

Reporting dashboards that are highly configurable + role-based with real-time access, engaging visualizations, + the industry’s highest-rated mobile app

Feature-rich tools for drill-down analysis, including a powerful report builder, AI-native text analytics, + multi-source case management

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smg360® PROFESSSIONAL SERVICES

Solution support from a team of XM experts, leading you through onboarding, training, and maintenance to keep your program on track + thriving

Success management that’s prescriptive + future-focused to ensure your XM strategy leads your organization + the industry

Insights consultation that provides game-changing answers to your most important business questions and points you toward better outcomes

Why clients choose to partner (and stay) with SMG long-term

SMG’s ability to combine measurement technology, robust reporting, and unmatched research expertise means clients save time, energy, and money by not having to worry about day-to-day administrative tasks or having to add labor to manage the program. It’s part of the reason our client retention is second to none, with partnerships lasting eight years on average and 50% of new business coming from client referrals.

Reasons clients choose SMG

Evaluations from independent research firms

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LEADER | Forrester

The Forrester WaveTM: Customer Feedback Management Platforms, Q2, 2021

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LEADER | G2

G2 Grid Report for Experience Management, Summer 2021

Omdia vertical leader
VERTICAL LEADER | Omdia

Omdia Market Radar: AI-enabled Experience Management Platforms

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VISIONARY | Gartner

Gartner Magic Quadrant for Voice of the Customer

Analyst-evaluated ROI

Forrester conducted a Total Economic Impact™ study of the smg360® CX solution, identifying the real-world ROI our clients can see through their programs. Within just three years, SMG clients can see:

551%

ROI

$15M

in total benefits

$2.8M

in turnover reduction

$800k

cost reduction from process improvements

Unsurpassed market share in core verticals

>50%

TOP 50 RESTAURANTS

Nations Restaurant News Logo

60%

TOP 10 CONCEPTS

QSR Logo

20%

TOP 20 RETAILERS

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Demonstrated impact on client outcomes

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homegoods testimonial
dairy queen testimonial
chick-fil-a testimonial

Committed to excellence in technology, services, + insights

18B

active + passive signals per year

88%

feedback from non-survey sources

200+

API/out-of-the-box integrations

85000

daily active users

>300

annual platform enhancements*

Highest score

possible in the customer relationship, success, and support criterion*

Clients 3X

as likely to realize strategic program execution

10+ years

average CX experience per employee

Highest score

possible in the services strategy criterion*

“A standout

when it comes to developing insights and partnership”*

>150

Top Partnership Insights awarded

Clients 2x

as likely to take action on insights

“…deep expertise

in delivering highly relevant and actionable insights”*

The Forrester WaveTM: Customer Feedback Management Platforms, Q2, 2021

Case Study
Engage customers on their terms with in-app feedback channels
Top Partnership Insight
Streamline integrated insights to simplify orders + support customers throughout digital journey
Case Study
How Party City enhanced its cross-channel XM strategy to create a more seamless customer experience

Get started with SMG.