Expert insights. Personalized for you.
I’ve been attending SMG events for more than 10 years. The one thing I consistently hear from clients is there is no better opportunity to connect with fellow peers and share meaningful conversations about program successes and challenges. CX Programs MORE
In 2010, everyone thought e-commerce would eventually make traditional touchpoints obsolete—so retailers scrambled to keep up with the new normal by focusing on improving their digital touchpoints separately from the brick-and-mortar experience. MORE
Industries across the board are having to prove their agility to keep up with the ever-evolving needs and expectations of customers during the COVID-19 pandemic. In such uncertain times, it's the brands that remain responsive and adaptive that will win customer loyalty and stay ahead of the curve. MORE
The tech enhancements released over the last quarter of 2019 were designed to inspire smart changes in our clients’ business, equipping them with the latest and greatest in experience management (XM) technology. Products + Technology CX Programs MORE
When you think of online shopping, odds are the first that comes to mind is Amazon. And while they’ve dominated the digital space for years, they also understand the importance of a customer’s brick-and-mortar experiences. Both online and traditional retailers are following suit. CX Programs MORE
Today marks the 7th annual CX Day, a global celebration of exemplary customer experience and the professionals who make it happen. To commemorate the day, we spoke with 3 passionate CX pros to find out what they love most about helping their teams deliver a great customer experience. MORE
Customers expect interactions with brands across all industries to be convenient and customized—particularly when it comes to digital experiences. And not only do today’s consumers have less patience, they believe companies should understand (and anticipate) their needs. Omnichannel CX Programs MORE
SMG’s tech teams have been hard at work designing platform updates that make it easier for brands to collect data, uncover and share insights, take actions, and monitor impact. Building on the advancements we made in Q1 and Q2, here are the key enhancements implemented last quarter. MORE
We’ve spent a lot of time talking about true CX insights: what they are, why you need them, and how to make sure you’re getting them. Because the truth is, if you’re measuring the customer experience, you likely don’t have a shortage of CX data. CX Programs MORE
In a world where customers are putting a premium on convenience and customization, the brands that come out on top are those that deliver a seamless cross-channel experience. But winning companies aren’t necessarily the ones investing in the fanciest, most expensive technology. MORE
With rapid investment in customer experience management (CEM) platforms, leading brands know the quickest path to growth starts with listening to customers. MORE
79% of healthcare professional say the patient experience is a top priority—but only 31% have well-established efforts in place. CX Programs Healthcare MORE
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Today’s customers are more often using feedback methods like images, speech, and video to provide very candid, human experiences with the brands they encounter. Brands that are able to connect with these consumers and “bring the real voice of the customer front and center” will come out ahead. MORE
A company’s employees are often its biggest, and most important, investment. Millions are spent hiring, training, and retaining service-oriented team members. CX Programs Employee Engagement MORE
To be competitive in the current retail environment, brands must go the extra mile to earn repeat customers and gain their loyalty. CX Programs Omnichannel MORE
From restaurant and retail to c-store, healthcare, and every industry in between, it’s rare to find a customer experience that isn’t touched by technology. And this digital omnipresence means brands that aren’t willing to adapt and evolve with customer expectations run the risk of being left behind. MORE
In today’s digital world, one of the most impactful ways to boost business outcomes and quantify ROI is through an effective and efficient online reputation management solution. The financial impact ratings + reviews has on a brand is staggering. CX Programs Social CX Omnichannel MORE
With 95% of shoppers reading online reviews before making a purchase, many companies have already implemented a reputation management solution—but the secret to success is knowing how best to leverage this fast-paced, high-volume feedback. Social CX CX Programs MORE
Customer experience management is about using CX data to impact what happens next—and there’s no better way to do that than using predictive analytics to operate in real time. Products + Technology Data Science CX Programs MORE
As coronavirus (COVID-19) continues to have unprecedented global impact, your organization’s experience management (XM) strategy must be optimized to capture fast-changing feedback and provide rapid and actionable insight. MORE
Some say you shouldn’t compare yourself to others. This may be true in your personal life, but when it comes to your business, if you don’t know where you stand, how can you begin to get better? Industry Trends Data Science Brand Research MORE
The retail industry is formulating a new normal for shopping, which means still putting the customer first—while also prioritizing the health and safety of employees and consumers. Industry Trends CX Programs MORE
Brands need an online reputation management system that integrates their other CX data with unsolicited ratings + reviews. But while implementing an online reputation solution is a great first step, it isn’t enough. MORE
As shown in the first installment of our blog series on Gen Z and millennial food shopping trends, grocery scored second- and third-lowest in share of stomach for the age groups, respectively. MORE
This was the seventh year SMG has hosted this event in London. As always, I was inspired by the calibre of the audience, as well as the amount of impactful, cross-industry conversations that took place. CX Programs MORE
If you work in customer experience management (CEM), you’ve heard the word “insight” a million times. Every provider talks about it, few attempt to define it, and even fewer follow through on their promise to deliver. Partnerships CX Programs Data Science MORE
Today marks the 6th annual CX Day, a global celebration of exemplary customer experience and the professionals who make it happen. MORE
If you’ve held positions in workforce management, you’ve heard the phrase “Engagement starts at the top”—and you also probably know how true that is. Employee Engagement MORE
Did you know 91% of consumers report the patient experience (PX) is very important to them? This means the long-term success of any healthcare organization hinges on its ability to deliver an excellent experience. Healthcare CX Programs MORE
SMG CX
APRIL 2, 2020
Industries across the board are having to prove their agility to keep up with the ever-evolving needs and expectations of customers during the COVID-19 pandemic. In such uncertain times, it's the brands that remain responsive and adaptive that will win customer loyalty and stay ahead of the curve.
SMG CX
MARCH 30, 2020
The retail industry is formulating a new normal for shopping, which means still putting the customer first—while also prioritizing the health and safety of employees and consumers. Industry Trends CX Programs
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SMG CX
MARCH 18, 2020
As coronavirus (COVID-19) continues to have unprecedented global impact, your organization’s experience management (XM) strategy must be optimized to capture fast-changing feedback and provide rapid and actionable insight.
SMG CX
MARCH 17, 2020
With rapid investment in customer experience management (CEM) platforms, leading brands know the quickest path to growth starts with listening to customers.
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To make contact center conversations great, you need to set-up the right environment for success. This involves your contact center design, the data you use, and some critical customer-centric capabilities.
SMG CX
MARCH 12, 2020
As shown in the first installment of our blog series on Gen Z and millennial food shopping trends, grocery scored second- and third-lowest in share of stomach for the age groups, respectively.
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SMG CX
FEBRUARY 4, 2020
I’ve been attending SMG events for more than 10 years. The one thing I consistently hear from clients is there is no better opportunity to connect with fellow peers and share meaningful conversations about program successes and challenges. CX Programs
SMG CX
JANUARY 29, 2020
In 2010, everyone thought e-commerce would eventually make traditional touchpoints obsolete—so retailers scrambled to keep up with the new normal by focusing on improving their digital touchpoints separately from the brick-and-mortar experience.
SMG CX
JANUARY 28, 2020
Customers expect interactions with brands across all industries to be convenient and customized—particularly when it comes to digital experiences. And not only do today’s consumers have less patience, they believe companies should understand (and anticipate) their needs. Omnichannel CX Programs
SMG CX
JANUARY 21, 2020
The tech enhancements released over the last quarter of 2019 were designed to inspire smart changes in our clients’ business, equipping them with the latest and greatest in experience management (XM) technology. Products + Technology CX Programs
Speaker: Brian Morin, CMO, SmartAction & Patty Kleinfeldt, Director of Q&E, AAA
One of the most trusted brands in the world, AAA, took the most critical aspect of their Customer Experience and handed it over to an AI-powered virtual agent for omnichannel self-service. In this webinar, we will hear from Brian Morin of SmartAction and AAA's Dispatch Operations Manager, Steve Bennett. They will dive into how AAA handled this transition and the effect its had on CX.
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SMG CX
JANUARY 15, 2020
In today’s digital world, one of the most impactful ways to boost business outcomes and quantify ROI is through an effective and efficient online reputation management solution. The financial impact ratings + reviews has on a brand is staggering. CX Programs Social CX Omnichannel
SMG CX
JANUARY 9, 2020
79% of healthcare professional say the patient experience is a top priority—but only 31% have well-established efforts in place. CX Programs Healthcare
SMG CX
DECEMBER 5, 2019
Brands need an online reputation management system that integrates their other CX data with unsolicited ratings + reviews. But while implementing an online reputation solution is a great first step, it isn’t enough.
SMG CX
DECEMBER 3, 2019
While scrambling to drive in-store traffic in an online-focused retail environment, brands have let their customers’ digital experiences suffer.
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When was the last time you took a step back to examine quality management (QM) in your contact center? Determining behaviors that are critical to successful customer experiences, and then coaching agents to exceed that standard on every customer interaction, is the key to running a great contact center. Download this eBook and uncover how winning organizations are improving Customer Satisfaction, NPS, and other key metrics.
SMG CX
NOVEMBER 18, 2019
This was the seventh year SMG has hosted this event in London. As always, I was inspired by the calibre of the audience, as well as the amount of impactful, cross-industry conversations that took place. CX Programs
SMG CX
NOVEMBER 14, 2019
The holiday shopping season starts earlier each year, so we got a jumpstart on how consumers planned to shop this upcoming Black Friday weekend.
SMG CX
OCTOBER 29, 2019
With 95% of shoppers reading online reviews before making a purchase, many companies have already implemented a reputation management solution—but the secret to success is knowing how best to leverage this fast-paced, high-volume feedback. Social CX CX Programs
SMG CX
AUGUST 22, 2019
A company’s employees are often its biggest, and most important, investment. Millions are spent hiring, training, and retaining service-oriented team members. CX Programs Employee Engagement
Advertiser: Skilljar
In this eBook, we will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.
SMG CX
OCTOBER 24, 2019
In a world where customers are putting a premium on convenience and customization, the brands that come out on top are those that deliver a seamless cross-channel experience. But winning companies aren’t necessarily the ones investing in the fanciest, most expensive technology.
SMG CX
OCTOBER 17, 2019
SMG’s tech teams have been hard at work designing platform updates that make it easier for brands to collect data, uncover and share insights, take actions, and monitor impact. Building on the advancements we made in Q1 and Q2, here are the key enhancements implemented last quarter.
SMG CX
AUGUST 7, 2019
If you work in customer experience management (CEM), you’ve heard the word “insight” a million times. Every provider talks about it, few attempt to define it, and even fewer follow through on their promise to deliver. Partnerships CX Programs Data Science
SMG CX
OCTOBER 7, 2019
To be competitive in the current retail environment, brands must go the extra mile to earn repeat customers and gain their loyalty. CX Programs Omnichannel
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This whitepaper has provided some suggestions for KPIs that you may want to use. Once you’ve chosen your KPIs, make sure that you’ve communicated the importance of these metrics to all employees in your contact center, as well as how you expect them to be achieved.
SMG CX
MAY 28, 2019
Today marks the 6th annual CX Day, a global celebration of exemplary customer experience and the professionals who make it happen.
SMG CX
OCTOBER 3, 2019
Customer experience management is about using CX data to impact what happens next—and there’s no better way to do that than using predictive analytics to operate in real time. Products + Technology Data Science CX Programs
SMG CX
OCTOBER 1, 2019
Today marks the 7th annual CX Day, a global celebration of exemplary customer experience and the professionals who make it happen. To commemorate the day, we spoke with 3 passionate CX pros to find out what they love most about helping their teams deliver a great customer experience.
SMG CX
SEPTEMBER 26, 2019
Some say you shouldn’t compare yourself to others. This may be true in your personal life, but when it comes to your business, if you don’t know where you stand, how can you begin to get better? Industry Trends Data Science Brand Research
Speaker: Jono Bacon, Community Expert and 'People Powered' Author
There is a growing trend in companies seeing the value of building communities for their customers and users. Sephora, Harley Davidson and many more have driven enormous success with their communities. Doing this well is tricky though. How do you know where to start, what goals you should start with, and how to track your success? Join Vanilla Forums on Tuesday, April 7 at 12:00 p.m. ET to hear from community strategy consultant and author of People Powered, Jono Bacon.
SMG CX
MAY 15, 2019
If you’ve held positions in workforce management, you’ve heard the phrase “Engagement starts at the top”—and you also probably know how true that is. Employee Engagement
SMG CX
SEPTEMBER 24, 2019
Did you know 91% of consumers report the patient experience (PX) is very important to them? This means the long-term success of any healthcare organization hinges on its ability to deliver an excellent experience. Healthcare CX Programs
SMG CX
SEPTEMBER 17, 2019
We’ve spent a lot of time talking about true CX insights: what they are, why you need them, and how to make sure you’re getting them. Because the truth is, if you’re measuring the customer experience, you likely don’t have a shortage of CX data. CX Programs
SMG CX
SEPTEMBER 5, 2019
When you think of online shopping, odds are the first that comes to mind is Amazon. And while they’ve dominated the digital space for years, they also understand the importance of a customer’s brick-and-mortar experiences. Both online and traditional retailers are following suit. CX Programs
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The risk is real - every organization recognizes the consequences of inadequate security, compliance and reliability in communications systems. Data breaches make headlines and privacy violations put companies at legal risk, not to mention the very real revenue costs of downtime. In this report, 8x8 shares how they secure data across every step of their communications system - and how you can easily comply with tightening regulations.
SMG CX
AUGUST 29, 2019
From restaurant and retail to c-store, healthcare, and every industry in between, it’s rare to find a customer experience that isn’t touched by technology. And this digital omnipresence means brands that aren’t willing to adapt and evolve with customer expectations run the risk of being left behind.
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