SMG COVID-19 Resources

Get the latest coronavirus-related content + best practices for customer experience management + employee experience management

With an upended global economy and routine operations forced to a grinding halt, we know experience management is just one of the many areas of your business being fundamentally disrupted. We’ll keep this page updated to highlight SMG’s most relevant content as we work to collectively navigate these unprecedented circumstances.

New Research

Dig in to these blogs featuring recent customer experience management research specific to COVID-19.


Best Practices

Access tips for managing business operations amid the COVID-19 pandemic.

All Industries






  • Featured | June 24, 2020 | Interactive XM Playbook
    This 3-phased strategy map + status tracker enables grocery brands to monitor their progress as they work to mitigate the damage, manage the crisis, and maximize their employee experience + customer experience strategies
  • May 20, 2020 | Weekly insights | COVID-19 impact on the grocery industry
    SMG’s ongoing proprietary research—along with cross-client analysis—provides a comprehensive view of how COVID-19 is impacting the grocery industry and what brands should do next.
  • May 14, 2020 | COVID-19 impact on the grocery industry
    Over the last month, SMG has conducted several research studies—along with cross-client analysis—for a comprehensive view of how COVID-19 has impacted the grocery industry and what brands should do next.
  • April 13, 2020 | Executive Brief: 6 XM best practices for grocery to adopt amid COVID-19
    To stay agile while circumstances change by the hour, it’s never been more critical to ensure your experience management program is keeping pace with industry trends.




  • May 28, 2020 | SMG Expert Spotlight—Brett Brende
    Healthcare industry veteran Brett Brende gives us the scoop on why the patient experience is more important than ever and how SMG is helping healthcare organizations prioritize patient + employee engagement.


Critical Tools + Other Research

Learn about XM technologies and relevant research that will guide your crisis management efforts.

Featured Resources


Third-party delivery disruption: Take control + protect your brand

Executive Brief

6 XM best practices for restaurants to adopt amid COVID-19

Executive Brief

6 XM best practices for retailers to adopt amid COVID-19