3 key takeaways from the 2020 Gartner Magic Quadrant for Voice of the Customer

Shelley Bosler | Mar 16, 2021 Shelley Bosler 03/16/21

SMG has been recognized as a Visionary in the November 2020 Gartner Magic Quadrant for Voice of the Customer—a detailed report delivering in-depth profiles for 15 vendors in the experience management (XM) space. Of those evaluated, SMG is the only provider positioned in the Visionaries quadrant. From our understanding, Visionaries deliver innovative and potentially market-changing solutions and have strong potential to influence the direction of the market.


1. Out-of-the-box solutions are aligned with customer journeys across SMG’s target markets

The SMG customer experience management platform helps brands impact the entire customer journey, supporting each interaction and collecting both solicited and unsolicited data across multiple touchpoints.

Additionally, SMG’s market-leading platform includes AI-driven analytics and features a robust set of out-of-the-box connectors built for enterprise management systems and hundreds of industry-specific platform applications.


2. SMG is a purpose-driven business with a clear mission + focus on helping clients improve financial performance

Showing clients how customer experience data links to financial results is at the heart of our business. SMG was founded on principles of The Service Profit Chain, which quantifies the link between employee engagement, customer loyalty, and sales growth. We help brands demonstrate ROI in many ways, one being through prescriptive action, which predicts where clients should focus to drive the biggest opportunities to impact loyalty and sales growth.

We also have a strong focus on improving financial performance through engaged employees. Engaged employees are more loyal, helping create highly satisfied and loyal customers. And highly satisfied, loyal customers lead directly to growth in sales and profits.


3. Expertise meets the needs of large-scale organizations + multiple location-based industries

While most brands understand the importance of customer + employee feedback and have some sort of experience management (XM) solution in place, many lack the actionable insights necessary to create meaningful, system-wide change. For large organizations, this is often due to an XM provider underdelivering on technical + professional support while also falling short on the services needed to run a successful program. 

SMG delivers the end-to-end capabilities necessary for driving improvements across the enterprise. We do this by:

  • Connecting siloed ecosystems through robust data integration + in-platform connectors
  • Humanizing + orchestrating customer experience data
  • Providing prescriptive action + in-platform response
  • Deriving insights through our platform + services
  • Providing competitive benchmarks

In addition to these tech capabilities, the smg360® platform is tailored to provide local and regional insight for roles ranging from executives to front-line workers. This type of role-based engagement ensures each level of the organization can access customizable data views, powerful analysis, and actionable information.


Maximize your XM investment

It was an honor to be recognized by Gartner for our work in helping brands boost customer + employee loyalty. SMG is committed to ensuring clients achieve tangible business outcomes as a result of their experience management efforts.

To learn more about our custom-designed approach to improving your customer experience in ways that lead to meaningful business outcomes, please reach out. You can also download the full Gartner 2020 Magic Quadrant for Voice of the Customer report here.

Shelley Bosler | Senior Director, Product Marketing

Customer Experience Update