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Blog

  • SMG Employee Spotlight–Eric Goodloe

    Employee Spotlight | Nov 12, 2018
    Our Employee Spotlight series give you a behind-the-scenes peek at what makes SMG work—our people. In honor of Veteran’s Day, meet Eric Goodloe—retired Gunnery Sergeant of the United States Marine Corps and current Senior Software Engineer.
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  • Curiosity unleashed—opportunities uncovered | Power User Exchange 2018

    Shad Foos | Oct 12, 2018
    Most of us usher in fall with football, pumpkin spice lattes, and our favorite quilted jacket (that jacket part might just be me). At SMG, we know it’s fall when our clients descend on Kansas City in droves to attend our Power User Exchange conference.
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  • Celebrating CX day | A day in the life of a CX professional

    Ken White | Oct 2, 2018
    Today marks the 6th annual CX Day, a global celebration of exemplary customer experience and the professionals who make it happen. To honor these CX stars, we spoke with some from the biggest brands around the world to find out what they love most about helping their teams deliver a great customer experience.
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  • Lead to Read: Making a difference in the classroom + beyond

    Kim Klosak | Aug 13, 2018
    At SMG, we pride ourselves on innovation and strive to be constantly curious, ask questions, and push boundaries. The only way we can do this is to never settle for what we already know but to always keep learning. This quest for constant growth made our partnership with Lead to Read a no-brainer. What better way to spread our love of learning than to spend time reading with kids eager to learn?
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  • Uncover your blind spots to become the disruptor of your industry

    Andy Fromm | Aug 3, 2018
    The scary truth is, the only thing harder than getting to the top is staying there. Psychologically, success can be dangerous, because it tricks us into thinking of ourselves as experts and kills our curiosity. In a previous blog post, I introduced my project in collaboration with Diana Kander—our new novel The Curiosity Muscle—and explained why curiosity fuels the path to innovation.
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  • Kansas City Corporate Challenge 2018: SMG goes all in

    Layne Anonsen | Jul 18, 2018
    After three months of fierce competition, another year of Kansas City Corporate Challenge (KCCC) is behind us. There were some highs for our team (dominating the swim meet with a record-breaking 47 unique competitors and a first-place finish at the meet) and a few lows (falling just 15 points short of winning our division). Our motto this year was Go all in, and I am proud to say that’s exactly what we did.
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  • Unleashed: A celebration of Take Your Dog to Work Day

    Kim Klosak | Jun 22, 2018
    Today marks the 20th anniversary of Take Your Dog To Work Day and to celebrate, companies all over the world are opening their doors to pets. At SMG, we’re lucky—we get this perk every Friday and love having our team of canine coworkers in the office each week. In celebration of the holiday, we decided to feature some of our most frequent four-legged visitors (and their human sidekicks).
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  • It can be easy being green

    Mary Widmer | Apr 19, 2018
    April 22 may officially be Earth Day but there are ways to positively impact the environment on a daily basis. Incorporating green practices into the workplace not only helps the earth on a larger scale, but it can also create a healthier, more engaging environment for employees. Here are a few of the efforts SMG makes and ways you can take small but impactful action today.
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  • Chip Conley of Airbnb demonstrates how brands should dare to disrupt

    SMG Insights | Apr 12, 2018
    One of the best parts about our annual SMG Forum is the opportunity to hear from some of the most innovative minds in the CX industry. This year, we had the honor of welcoming keynote speaker Chip Conley, former Airbnb Head of Global Hospitality & Strategy, who wowed our audience with his powerful insight on market disruption. On today’s blog, Chip takes the reins and expands on this hot topic.
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  • Forum 2018 | Finding human truths in data

    Shad Foos | Mar 14, 2018
    In today’s age of the consumer, businesses must keep the wants and needs of their customers in the forefront. At this year’s Forum, great minds gathered to connect, share, and inspire with the customer experience as the driving source of strategy and innovation.
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  • Client Connect 2017—biggest insights and takeaways

    Jeremy Michael | Nov 20, 2017
    It’s not often I compare my work life to my home life. In fact, I usually try to keep my office and family separate—multi-tasking between the two rarely works out well. Last week, these two facets of my life merged when I felt as much pride at work as I normally do only when I’m around my children. It happened our annual Client Connect event in London—where over 100 people gathered at the beautiful Chartered Accountants Hall at One Moorgate Place.
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  • Power User Exchange 2017 | Reflecting on 3 days of illumination

    Ken White | Sep 28, 2017
    Every year we host two client events—Forum in the spring and Power User Exchange in the fall—and after each one, we come away incredibly inspired by our clients’ passion to know more and do better. This year’s Power User Exchange was no exception. The insights we covered could easily fill a book—but for the sake of brevity, I wanted to give you the cliff notes version and share my 3 biggest takeaways.
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  • Fear of missing out? Don’t skip SMG Client Connect 2017

    Jeremy Michael | Aug 28, 2017
    I’m often accused of being too nice. Clients tell me I should be far more blunt with them when their CX scores are not looking good. They also ask me to tell them more about what everyone else is doing. You can imagine the scenario: a client’s scores are up 2%, but how does this compare to the other brands in their sector? How has Brand X achieved a 6% increase, despite suffering from similar market conditions as the other retailers? How have they managed to create a culture whereby CX is genuinely a part of their business? What new technology is SMG developing to help us over the coming years?
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  • 5 reasons to attend Power User Exchange in 2017

    Ken White | Jul 10, 2017
    Watch any award ceremony and you’ll start to notice a pattern. The winner’s name is announced, the camera pans to the crowd, the winner hugs a few people around them, and the first words out of their mouths are something like, “Thanks, but I couldn’t have done it without _______.” Great relationships are the foundation of any success story, and we at SMG love opportunities that let us build them.
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