Professional Services

SMG’s unique software with a service (SwaS) approach means brands don’t have to go it alone. From day one of onboarding to reaching state-of-the-art program maturity, we provide support throughout your entire program lifecycle—combining our powerful platform with ongoing professional services that help you change the way you do business. We intimately understand clients’ business objectives and marry those with industry expertise—so clients have tailored customer and employee programs that leverage the best-of-the-best in research methodologies, program execution, data reporting, and insights activation.

Software as a Service (SaaS) vs.
Software with a Service (SwaS)

Other experience management (XM) vendors primarily offer a software as a service (SaaS) model—dedicating minimal resources to analysis support, insight delivery, and strategic partnership. Or, they're pure tech companies that outsource the service aspect of their offering, leading to inefficiencies for clients. SMG provides software with a service (SwaS)—layering ongoing, hands-on support with the smg360 platform to actively help organizations generate new revenue, grow existing revenue, reduce churn + detractors, and drive operational efficiencies.

How does SMG differentiate from other experience management providers?

Team of Experts

100% of SMG’s managed + professional services are provided in house—bringing unmatched experience to the table, with employees averaging 10+ years in the XM industry

“Always On” Engagement Model

We apply ongoing, full-service treatment to every partnership—that means strategic insights and program guidance throughout the life of the partnership

Outcome-Focused Insights

We’ll answer your research questions and link our insights to financial outcomes—helping you drive your business + prove ROI

Strategic Program Guidance

We partner with you to reach full experience management program maturity, helping you maximize your investment

“SMG is a good fit for organizations seeking a software and services partner that has deep expertise in delivering highly relevant and actionable insights.”

The Forrester Wave™ Customer Feedback Management Platforms, Q2 2021


People Spotlight

Kurt Cederman

As a Research Manager, Kurt doesn’t just see numbers: he sees connections. He enjoys the challenge of using multiple data sources to find new, actionable customer insights for his clients that improve the customer experience, the employee experience, and the bottom line.

Leslie Smith

Are you getting what you need? That’s the question on Leslie’s mind in her role as Senior Director of Client Insights, working to ensure she and her team are guiding you in understanding and implementing the insights that drive your business.

Kozue Hinasato

Kozue specializes in building programs that fit client goals—and lead to meaningful change. As Client Success Manager, she provides guidance on technical setup, advises on implementation best practices, and stays up-to-date on evolving industry trends.

In Their Own Words

We share a lot of information, but it’s our clients that help tell our whole story. Listen in to what it’s really like to partner with SMG.

Our Leadership


Our success starts at the top, with a focus on a healthy environment for best-in-class talent and professional development.

Client Insights

The go-tos when you need someone to go to, our clients benefit from strategic guidance, unparalleled research, and exceptional project management.

Technology + Operations

Creative and innovative technology shines when we are encouraged to develop new tools and explore new solutions for our clients' evolving needs.

Customer Engagement

It’s not just about new opportunities. We build relationships and foster cross-client experiences that strengthen your entire industry.