Platform
Enterprise experience management platform with a dual focus on industry-leading software + hands-on service.
Seamless, secure data + integrations to enhance your technology ecosystem and deliver insights you can trust
Cross-channel feedback collection capabilities at each stage of the customer + employee journeys
Powerful, customizable tools that empower every user with actionable information to produce results
Data-driven prescriptive actions that guide your next best action, at all levels of your organization
Services
Evolve from data-driven to insights-driven.
XM program management partners dedicated to helping you move your business forward
Answer your specific business challenges with measurable results + tangible ROI
Uniquely combining an end-to-end platform with hands-on professional services
Experiences
Deliver uniquely positive experiences.
Improve business outcomes across expanding touchpoints + evolving expectations
Drive engagement + reduce turnover at every stage of the employee life cycle
Gain a deeper perspective with brand tracking, branded benchmarks, + behavioral insights
Industries
Industry-specific XM solutions
Tailored insights for every touchpoint
Online + offline customer management
Differentiate your service experience
Cross-channel shopper interactions
Data for agile actions
Client Success
Customized + proven support
Proactive partnership at every step, designed to move your business forward
Success comes when you can justify XM investments + future-proof your business
See how top-tier brands use SMG’s XM platform to achieve meaningful outcomes
Resources
On-demand XM education
Industry insights and updates
Access hundreds of assets
Demonstrated client impact
Industry data shaping the future
See the business impact
The value of improved EX
Company
A leader in enterprise XM
Catalysts for change
Platform + professional services
Loyal employees –> loyal customers
Meet the SMG team
Your hub for XM updates
Creating inspired experiences
Reporting + Analytics
AI-native text analytics
Only 39% of leaders
Forrester | The State Of Customer Analytics 2020
If you’re making critical decisions based on data, you need to know it’s accurate. SMG’s approach to AI-native text analytics is based on modern, cutting-edge research in neural networks and natural language processing. With new and better ways of analyzing text automatically, we enable brands to:
Based on a mathematical model using over 300 million parameters, our proprietary approach continually learns context and nuance over time. It’s greater accuracy + fewer errors–with constant improvements.
Translations are a non-issue. Our model uses native-language analysis, leading to higher accuracy for feedback across the globe so you know exactly how to act in each market.
6 ways text analytics deliver better insights for better business outcomes:
1Get a high-level read of recurring topics + changing sentiment across your enterprise
2See which topics are trending so you know where to focus attention
3Navigate changes in the conversation across regions with interactive map views
4Create custom groupings for more targeted roll-up + drill-down analyses
5Understand how product + service mentions correlate to performance on key measures
6Use predictive analytics to stay ahead of high impact, low frequency events
With unlimited real-time data, role-based visualizations, and industry-specific customizations, SMG’s AI-native text analytics reporting helps you see what’s important.
Text analytics is the process of using technology to analyze the large pool of unstructured comments collected through a CX program.
Text analytics makes use of technology that includes artificial intelligence (AI), neural networks, and natural language processing (NLP) to evaluate feedback the way a person would—beyond individual words.
Text analytics allows a CX program to analyze large pools of open-ended commentary to find trends and actionable insights much faster than humans could alone.
By facilitating the use and analysis of unstructured, open-ended feedback, text analytics helps brands find and address issues and trends they might not have considered, leading to the kind of experience improvements that keep customers coming back.
