With last year’s accelerated surge in digital and cross-channel shopping—which included 146% growth in all online retail orders in the U.S. and Canada alone—brands were forced to take a critical eye to their digital transformation maturity and work quickly to evolve their strategies.
Net Promoter has long been a hot topic for businesses trying to improve the customer experience. Its popularity is tied to its simplicity and the assertion that a brand’s Net Promoter Score (NPS) is the most important predictor of brand health and future financial performance. But despite its appeal, NPS may not be the end-all-be-all metric for every brand.
One of the most tangible examples of 2020's accelerated digital transformation can be found in the QSR segment. Between the months of March and August of 2020, mobile usage increased 40% as safer-at-home policies went into effect and consumers turned to digital touchpoints.
The tech enhancements released over the last quarter of 2020 were designed to inspire smart changes in our clients’ business. From our expanding integration partnerships to improved visualizations in our text analytics reporting, this latest round of enhancements represents SMG’s dedication to providing brands with robust, intuitive tools that maximize the impact of their experience management (XM) program.
Analysis of open-ended feedback is critical in surfacing what customers are saying and why they are saying it. And an efficient text analytics solution is a crucial component to gleaning those insights you need to take informed action on customer feedback.
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.
Today we sat down with Charlie Moore—Vice President/General Manager, Customer Experience Solutions—and talked about the impact of the pandemic on contact centers, his dedication to helping brands use digital to improve the customer experience, and why (as a former SMG client) he finds this work rewarding.
Over the past few months—as people across the country sheltered in place—third-party food delivery became a vital channel for the restaurant industry. And while restaurant dining rooms are now starting to reopen, it’s clear the pandemic has impacted consumer behavior for the long haul.
As COVID-19 continues to impact our clients and their industries, we shifted our roadmap priorities to deliver enhancements that would allow for more informed decision-making during this unprecedented time. This blog details how strategic enhancements to your experience management (XM) platform can help with the transition into a new normal for business operations.
With rapid investment in customer experience management (CEM) platforms, leading brands know the quickest path to growth starts with listening to customers. But an increasingly complex customer journey spanning multiple touchpoints—many with distinct feedback channels—can make surfacing actionable insights seem like a daunting task.
“Visionary” was the name of the game at this month’s National Retail Federation (NRF) Big Show. We had the opportunity to join more than 40,000 people from around the world to get an update on current retail happenings...
The tech enhancements released over the last quarter of 2019 were designed to inspire smart changes in our clients’ business, equipping them with the latest and greatest in experience management (XM) technology.