Curiosity unleashed—opportunities uncovered | Power User Exchange 2018

Shad Foos | Oct 12, 2018 Shad Foos 10/12/18

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. Two days of thought leadership, networking, training, and fun restaurant takeovers make for a productive and fun way to wrap the year.

This year was no exception. From data science and digital transformation to harnessing empathy and creating more meaningful customer relationships, Power User Exchange 2018 tapped into our curiosity and got us asking, “How can we do better?” Here are a few highlights from this jam-packed exploration:

Enhancing our strategic focus to create frictionless feedback

In the opening session, Chief Technology + Product Officer Dennis Ehrich dove into the ways SMG is focused on data science innovation in order to provide the most accessible, easy-to-use, and informative portfolio of CX products, tech, and reporting tools. This includes exciting upgrades and new products aimed at providing an even more holistic and comprehensive picture of the customer experience. Some of the new products and technologies we explored include:

  • Text analytics – How do we know we’re focusing on the things that matter most to our customers?
  • Smart survey technology – How can we make surveys more intuitive and capture feedback that helps us get better?
  • Case management – How do we maintain strong customer relationships even when we don’t get it 100% right?
  • Social response – How can we manage our local reputation with limited resources?
  • In-app feedback – How do we deploy surveys faster and make it easier for customers to provide feedback?


Leaving behind your digital STAMP

Keynote speaker Erik Qualman may be a digital thought leader, but that doesn’t mean he thinks the tech world should lose its sense of humanity. The key is finding a balance between technology and relationships—turning big data into small data in order to surprise and delight customers.


The bestselling author of Digital Leader (and named the 2nd most likeable published writer in the world behind J.K. Rowling) explained how we are now all responsible for leaving our own digital STAMP on the world. Here are Qualman’s 5 habits of strong digital leadership:

  • Simple: Take stuff off your plate and make a “not to do” list. There is an art to simplification, and it doesn’t involve multi-tasking. Focus on one thing and take strategic breaks throughout your day to hone productivity.
  • True: Understand what your passion is. Find one word you would want people to use to Google you. Live by that.
  • Action: Fail fast, fail forward, fail better. It’s part of the process. Be flawesome and make the most of adversity.
  • Map: Envision your goals and continue to drive yourself to reach them.
  • People: Post it forward. Promote the good in others, be an advocate, and the good will come back around.

Taking action through our client partnerships

One of my favorite parts of Power User Exchange is our Top Partnership Insights (TPI) awards ceremony, where we celebrate clients that have had notable advancements with their CX program. The Q&A style format allows clients to share meaningful insights and actions—ranging from new product testing and retargeted ad campaigns to DMA engagement challenges and service standard execution.


We’d like to again congratulate this year’s TPI recipients: Biscuitville, Noodles World Kitchen, Nothing Bundt Cakes, Taco Bell, and Tractor Supply Co. Our clients continue to amaze us with their dedication to putting customers first and delivering exemplary service.

See you next year

Thank you to all our client partners who attended Power User Exchange 2018. We truly appreciate you taking the time to be a part of this amazing collaboration. We hope to see you all again next year.

Don’t forget to check out our Resource Center for all PUX content, exclusive to SMG clients. It’s loaded with useful information to help your team uncover your next big opportunity.

Shad Foos | Chief Marketing Officer

Customer Experience Update