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
of customers will complain about a poor experience. The rest just quit doing business with you.
customers will leave you after just one bad experience.
*Data source: SuperOffice
of customers will pay more for a good experience.
of customers will make an impulse purchase if they have a good customer experience.
Insights are great. Action is better. Impact is critical.
Drive Traffic
Understand pain points throughout the customer journey to deliver a more personalized experience.
Analyze Data
Collect and analyze multiple customer touchpoints to identify areas of opportunity.
Generate Insights
Understand with great detail what the actual problem is so you can resolve it.
Guide Action
With our guidance you will know exactly how to instruct the frontline to adjust.
Assess Impact
We arm you with the right metrics to demonstrate the success of your strategy to the board and gain their full support.
A platform with data and DIY insights
EX: Data indicates that customers are not happy about the quality you deliver.
Data + insights + client success team to drive action and measure impact
EX: Retrain evening staff at this specific location to raise the temperature of fryer oil by 5 degrees so fries are not soggy and cold.
If you want to compete on customer experience, you have to choose an ROI-driven solution. SMG commissioned Forrester Consulting to conduct a Total Economic Impact™ study of the smg360® CX solution, identifying the real-world ROI a composite organization saw through their program.
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active + passive signals per year
of feedback data from non-survey sources
API/out-of-the-box integrations
daily active users
annual platform enhancements*
possible in the customer relationship, success, and support criterion*
to realize strategic program execution
average CX experience per employee
possible in the services strategy criterion*
when it comes to developing insights and partnership”*
Top Partnership Insights awarded
to take action on insights
in delivering highly relevant and actionable insights”*
The Forrester Wave™: Customer Feedback Management Platforms
Omdia Market Radar: AI-enabled Experience Management Platforms
G2 Grid Report for Experience Management
Gartner Magic Quadrant for Voice of the Customer
for more than 50% of NRN’s Top 50 Restaurants + 20% of NRF’s Top 20 Retailers
*The Forrester Wave™: Customer Feedback Management Platforms, Q2 2021
