Download SMG's industry-specific XM Playbooks and use the interactive strategy maps to keep pace with rapidly evolving customer + employee expectations—tracking your progress across a 3-phased approach designed to help your organization emerge from the pandemic as a stronger brand.
Your customers and patients are talking, and we speak their language. We know the right questions to ask and the best way to deliver actionable insights that help you impact the conversation and drive customer satisfaction.Learn More
Your customer experience is tied to your employee experience. We have the tools that uncover the heart of your organization, decreasing turnover and increasing sales performance.LEARN MORE
What customers think and how they act can be different. That's why we track pre-purchase, purchase, and even non-purchase behavior against your brand and your competition.LEARN MORE
We make your business our business. We connect what matters to your customers with what matters to you, understanding the unique behavior motivators and operational demands of your industry.
87% of shoppers begin product searches online, which means digital touchpoints are your first chance to make a great impression. SMG eTrack helps you gain deeper insights on both purchaser and non-purchaser behaviors with capabilities like an always-on feedback tab, session replay, and targeted survey triggers. And with integrated reporting, you can see digital feedback alongside your other touchpoints—so you understand exactly how to improve and optimize the customer journey to increase conversion rates and drive loyalty.
There are many reasons to be proud of our performance in Forrester Wave™: Customer Feedback Management Platforms, Q1 2020. But we’re especially excited to be recognized by our clients for “the strong value they receive from [our] combination of technology and services.” Want to know more about the “actionable high-quality insights” clients are raving about?
Local to global: How Shell tested market-level changes to make worldwide improvements
Delivering safe service that wins trust + loyalty
Ditch your CX data silos
More than seven months into the pandemic, day-to-day operations continue to be in flux. That means experience management leaders (now more than ever) require technology that makes it easy to quickly surface insights, take action on those insights, and drive business outcomes.
Over the last quarter, we’ve released a series of product enhancements geared toward expanding feedback channels and bringing experience management data to life for a variety of roles across the enterprise. Here are a few of Q3’s most impactful updates:
Feedback innovation | New ways to connect with customers + humanize customer feedback
Access + usability | Digital tools that increase the actionability of data
Active insights | Enhanced text analytics visualizations bring new insights to light
In the coming months, we’ll continue to execute on our three-part product and technology vision of feedback innovation, access + usability, and active insights. We recognize faster access to better insights is of critical importance to you as you figure out what’s next for your business.
Alongside our quarterly tech enhancements, we’ve created an interactive experience management playbook designed to help you navigate these uncertain times with precision, act quickly on insights, and emerge stronger. We encourage you to download a complimentary copy of our interactive XM playbook—complete with a phased strategy map and personal status tracker—that you can use to guide your next move.
Bennet Gamel | Vice President of Product Management