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SMG uniquely delivers VoC technology + professional services on a global scale

SMG Insights | Nov 7, 2017 SMG Insights 11/07/17

KANSAS CITY, Mo. – Service Management Group (SMG) is featured in Gartner’s October 24, 2017 Market Guide for Voice-of-the-Customer (VoC) Solutions. 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.

“Selecting the right VoC provider takes a lot of time and energy, because there’s a lot riding on the decision,” said SMG CEO Andy Fromm. “That’s why most brands look for more than just a platform provider. A big part of SMG’s value is in the professional services we wrap around our platform offering. We collaborate from the beginning to set strategic goals, employ the right solutions, drive program engagement at every level and measure success. It absolutely takes the right combination of technology and services to effectively deliver actionable insights that drive customer loyalty and brand performance.”

Key recommendations within the Gartner guide circle around the themes of collaboration and consolidation. Specifically, the report recommends CX leaders should “support the creation of a cross-functional team that includes members from marketing, sales, customer service, IT and finance” and “probe for redundancies, then evaluate the benefits of reducing the number of VoC applications.” These recommendations are in line with SMG’s innovation strategy, which focuses heavily on integrating data from multiple CX channels, as well as other sources including audit, real estate, labor and others. This allows SMG reporting dashboards to display data sources side-by-side, so that SMG and client research teams can uncover the richest, most actionable insights based on the most comprehensive view of the business.

In the long term, Gartner expects differentiation within the VoC market to stem from four key perspectives, one of which is “the ability to provide a range of professional services.” Per Gartner, services can range from survey and program design to developing insights and helping ensure enterprise-wide participation. Gartner notes that while some smaller providers may offer a range of professional services, their size prohibits their ability to scale globally. While many large-scale providers often hand off professional services to a partner once onboarding is complete, SMG is the only large-scale solution provider that offers a global technology platform and the ability to manage professional services in-house for the duration of the engagement. It’s a meaningful differentiator within the CX space.

“We’re very proud of what we’ve built and how we’re uniquely able to help clients get all the way to actionable insights,” said Fromm. “To be successful, our clients need access to the right technology and the right team. That’s why we offer both. Because when our clients are successful, we’re successful. That’s the true definition of partnership.”

About Service Management Group

Service Management Group (SMG) 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 www.smg.com or call 1-800-764-0439.

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