Q2 tech enhancements help deliver deeper XM insights

Bennett Gamel | Jul 23, 2020 Bennett Gamel 07/23/20

SMG’s quarterly product releases are designed to inspire smart changes in our clients’ business, equipping them with purpose-built experience management (XM) technology. Driven by current pandemic-related challenges, several of our key enhancements this past quarter were focused on helping brands adapt quickly to shifts in consumer behaviors and expectations—by surfacing insights more efficiently, mitigating business risks, and marrying customer datasets. Here are a few of those notable updates:


smg360 executive dashboard [phase 1] – With this enhancement to the executive dashboard—the first of several in upcoming months—smg360 users can now create a single holistic view of company performance, creating efficiency in insights + key metric comparisons. New functionality includes the ability to:

  • View current scores + performance on important metrics with configurable comparisons
  • Combine KPI cards with text analytics, social, case management, + other available cards
  • Integrate datasets + use cross-channel visualizations for deeper insights across brands, data sources, and more
  • Filter dashboard by source, date, + hierarchy to narrow performance focus
  • Use current scoring capabilities including Top + Bottom Box, Yes/No, NPS, Average, and Sum + Count

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Operational risk alerts | Pest detection – With the newest addition to our high-impact, low-frequency operational risk alerts, smg360 users can now receive notifications, alleviate risk, + take immediate action on alerts related to pest detection (e.g., rodents, insects). Clients can configure custom thresholds for triggering notifications that provide quick + accurate uncovering of pest occurrencessimilar to our food safety alerts.

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SMG business intelligence software – A new offering built specifically for CX power users and data analysts, the business intelligence software allows SMG clients to marry their SMG data with other customer data (internal + external) in one unified view.

This modern analytics platform complements smg360, providing additional ways to visualize + pinpoint challenges across the organization—enabling the aggregation and analyses of experience management, operational, and other siloed data.

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Looking for continuous updates?

Along with our quarterly tech enhancements, we continue to publish updated research on evolving customer + employee experience trends—providing brands with helpful insight to better guide their crisis management efforts. Check out our COVID-19 Resource Center for this industry-specific research, including best practices and tips for managing business operations amid the pandemic and beyond.


Bennett Gamel | VP, Product Management

Customer Experience Update