The integration helps brands improve the contact center experience and end-to-end customer journey by combining omnichannel conversation data and AI-powered analytics from CallMiner with SMG’s experience management platform.
To help organizations cut through the clutter and understand the ROI potential of a differentiated CX offering, SMG commissioned Forrester Consulting to conduct a Total Economic Impact study of its customer experience management platform.
In this latest installment of the longest-running study of food delivery research, SMG highlights trends for the new era of food delivery and how restaurant brands can capitalize on this growing off-premise channel.
Given the challenges associated with collecting non-purchaser data and the value it provides for brands focused on reducing churn and driving revenue, SMG developed this study to provide retailers with actionable ways to prevent or overcome purchase barriers.
One of just five vendors recognized as a Leader, SMG received the highest possible score in 13 evaluation criteria and is recognized as “a standout when it comes to developing insights and partnership.”
Made up of leading convenience store and restaurant brands, the group will connect industry leaders, inform SMG’s ongoing research and provide brands with insights to improve this increasingly important touchpoint in the customer experience.
Following an extensive evaluation of customer experience vendors, CEFCO chose SMG for its strategic focus, industry-leading benchmarks, field engagement model and ability to uncover actionable insights.
The Olo integration allows SMG clients to solicit digital feedback in a personalized format and analyze it alongside their experience management data for a more holistic view of the customer experience.