SMG featured in two key Independent Research Firm directories

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KANSAS CITY, Mo. – Service Management Group’s (SMG) technology capabilities are featured in the Forrester Voice of the Customer Vendor Landscape 2017 published this month. Forrester also recognizes SMG’s customer experience (CX) insights capabilities in The Insights Services Directory, Q3 2017 published in August. SMG is a global leader in customer experience measurement, helping more than 450 brands around the globe to listen, understand and act on feedback and behavioral data.


“Brands have many choices when it comes to Customer Feedback Management (CFM) partners, each delivering Voice of the Customer (VoC) measurement in one way or another,” said SMG Chairman and CEO Andy Fromm. “Some feature self-serve SaaS platforms for the do-it-yourselfer. Others offer more traditional research methodologies. There are even a handful who partner up to provide clients with end-to-end solutions. At SMG we’ve built a unique value proposition. We’re a single source, combining CX program technology and actionable insights to efficiently and effectively drive loyalty and financial performance.”

SMG is making several key technology enhancements in 2017, each made possible in part by growing the technology organization and adding even more strategists, software engineers and developers. Additionally, SMG is increasingly leveraging best-in-class partners like Google and IBM Watson to bring new capabilities to market faster. Clients are feeling the impact with deliverables such as the industry-leading smg360® mobile reporting app, enhanced integrations with more channels and client datasets (including partners like Salesforce) and a phased rollout of new SMG text analytics capabilities beginning late 2017.

Forrester’s VoC Landscape report 2017 notes SMG offers a “variety of feedback channels…available across physical and digital touchpoints,” as well as its ability to “natively mine and analyze social media reviews.” Additional capabilities referenced include SMG’s ability to ingest financial and operational data, provide native text analytics and offer case management integration with CRM systems.

Beyond SMG technology, the VoC Landscape report details SMG’s ability to offer insights as a service, helping clients drive growth in the noteworthy section of its profile. The report also cites SMG’s “proprietary research panel app with location analytics,” and Trumpet Ratings® online reviews.

Access and delivery of actionable insights is a true differentiator for SMG. Data Science is a big topic within the industry, and SMG comes at it in multiple ways. First, the Data Science team—located in SMG’s Boston office—is laser-focused on applying technology to research automation so that SMG researchers and clients around the globe can mine insights faster and with more confidence. Second, SMG employs thirty advanced-degree researchers who provide inspiration to the Data Science team and apply their innovations to client data.  

The Forrester Insights Services Directory, Q3 2017 lists SMG as a Domain Specialist for customer experience measurement—combining insights and technology to deliver customer experience, brand research, employee engagement and reporting and analytics solutions. The directory notes that SMG delivers insights to its users through role-based web and desktop applications, as well as in-person briefings.

“Our unique technology and insights model works,” Fromm said. “Our client retention rates are exceptionally high, and we’ve engaged approximately sixty new brands per year for the past three years. We attribute our success to the fact that we really listen, and we build our roadmap to meet the needs of our client partners. We’re inspired by the momentum, and we’re looking forward to an even bigger 2018.”

About Service Management Group

SMG (Service Management Group) partners with more than 450 brands around the globe to create better customer and employee experiences, which drive loyalty and performance. SMG uniquely combines technology and insights to help clients listen better, act faster, and outperform competitors. Strategic solutions include omniCX™, Brand Research, and Employee Engagement. SMG evaluates 200 million surveys annually, across 130 countries. To learn more about SMG, visit or call 1-800-764-0439.


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