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 we offer

Our industry-tuned smg360® platform + services packages allow brands to choose the options that best meet their needs.

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

smg360 platform icon
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

smg360 services icon

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

forrester leader icon

The Forrester WaveTM: Customer Feedback Management Platforms

Omdia vertical leader

Omdia Market Radar: AI-enabled Experience Management Platforms

Gartner visionary icon

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:




in total benefits


in turnover reduction


cost reduction from process improvements

Unsurpassed market share in core verticals



Nations Restaurant News Logo



QSR Logo



NRF Logo

Demonstrated impact on client outcomes

giant eagle testimonial
homegoods testimonial
dairy queen testimonial
chick-fil-a testimonial

Committed to excellence in technology, services, + insights


active + passive signals per year


feedback from non-survey sources


API/out-of-the-box integrations


daily active users


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”*


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
How 24 Hour Fitness Strengthened program engagement + enhanced the member experience
Case Study
How Hand & Stone leveraged CX insights to create industry-leading health + safety improvements to the spa experience
What is a Software with a Service (SwaS) Approach to Experience Management?

Get started with SMG.