As organizations across all industries continue to ramp up investments in experience management initiatives, it’s mission critical to be able to quantify the impact. SMG commissioned Forrester Consulting to conduct a Total Economic Impact™ study of the smg360® CX solution, identifying the real-world ROI our customers can see through their programs.
Within just 3 years, SMG clients can see:
▶ 551% ROI
▶ $14.7M in total benefits
▶ Labor turnover cost reduction of $2.8M
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18.4 B feedback records per year
88% of feedback data from non-survey sources
200+ API/out-of-the-box integrations
85,000 daily active users
>300 annual platform enhancements*
Highest score possible in customer relationship, success, and support criterion*
Clients 3X more likely to realize strategic program execution
10+ years’ average CX experience per employee
Top-ranked in services strategy*
“A standout when it comes to developing insights and partnership”*
>150 Top Partnership Insights awarded
Clients take action on insights nearly 2X as often
“…deep expertise in delivering highly relevant and actionable insights”*
Recognized as a Leader by Forrester*
Omdia’s only Vertical Specialist Leader
Named a Visionary in Gartner Magic Quadrant for VoC
CX partner for 85% of NRN’s Top 20 Restaurants + 30% of NRFP’s Top 20 Retailers
*The Forrester Wave™: Customer Feedback Management Platforms, Q2 2021
Presented with a never-ending stream of data, it can be hard to see feedback as the output of real, human interactions. SMG’s partnership with market-leading video feedback platform Voxpopme enables brands to humanize their feedback—overcoming challenges in motivating stakeholders by incorporating rich, contextual video into their existing feedback channels. SMG's VP/GM CX Solutions Charlie Moore sat down with Voxpopme Founder + CEO Dave Carruthers to discuss how an automated video feedback solution can help brands keep a pulse on the ever-changing mindsets and behaviors of consumers.
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
Solve the ROI conundrum
The state of the delivery experience
Today we hear from Michael Beesley—VP, Engineering—to learn about his unique path to a career in software development, what he loves best about working in the tech field, and his role in supporting SMG’s software with a service (SwaS) approach.
How has your career at SMG evolved over the last 14 years?
In 2007, I started SMG as an entry-level Project Coordinator on what was then our Client Services (now Client Insights) team. I was only in that role briefly before the company restructured and created specialized process teams, so I moved over to the reporting team. A big part of my job was to manually test and QC client reports—which could be a rather tedious process involving spot-checking hundreds of reports. I started thinking about how much more efficient the process would be if it were automated.
So I picked up a few books on coding and taught myself everything I could. Eventually I learned enough to write an application to automate the report testing. This jumpstarted my development career—after implementing the application, I was given the opportunity to move into software engineering full-time.
SMG has always been great about recognizing my skillset and supporting me to find the right fit within the company. Since my move to the Engineering team, I've gone from a Software Engineer—writing code and helping build out the software platform—to an architecture role, focused on thinking about the next generation of SMG software (which we know today as smg360®) and creating a cohesive infrastructure within all our systems. From there, I moved through different levels of management to my current position.
How do you support/influence technology innovation at SMG?
My job is to have a deep understanding of the software we're building and ensure it's in-line with our company vision. Are we building software that supports the goals of our business and our clients' business? I make sure we're on the right path—sort of the bridge between our Business team and the Engineering team, making sure both are working in sync with each other.
What are the biggest changes you've seen in SMG over the last decade?
When I first started 14 years ago, some of our processes were very decentralized and segmented per project. Over the years, we've built a robust, efficient platform that can handle the complexity of client demands. It was a big transition but had the greatest reward. During my time here, we’ve moved from fully decentralization, to a platform built around location experience, and finally—with smg360®—we've turned the corner and built a platform to comprehensively measure the modern customer experience. Pair that with the best professional services in the industry—it’s a hard combination to beat.
What's one of your biggest/proudest career accomplishments so far?
I'm amazed at the amount of growth everyone on this team has gone through this last year. It was an extremely challenging time with everyone working from home. We're a collaborative group and we're used to working side by side, so the isolated environment was tough. But we continued on without missing a beat. We were able to build some complex enhancements to the platform and continue progressing our systems. It's incredible to see what we were able to accomplish in such challenging circumstances.
Do you have any advice for someone starting out their career in the tech/engineering field?
Anyone pursuing a career in tech needs to fully embrace its ever-changing nature. You can't get complacent. This is a field where new things are happening every day. To be successful, you have to constantly be learning more and doing better.
It's also important to make sure you're with a company that shares that innovative mentality and promotes employee growth. My career trajectory has changed a lot within SMG, and I’m grateful for the support I've been given to pursue new challenges and continue progressing.
SMG is currently hiring Software Engineers to help develop new product features, maintain year-over-year product functionality and enhancements, and contribute to the planning and implementation of a strategic direction for products. Check out all our open opportunities.