Adjust your XM strategy to align with these 5 shifting consumer trends


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.


3 strategies for a frictionless customer experience during COVID-19


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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Coronavirus (COVID-19) | Top 4 ways to protect the customer + employee experience


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.

Text analytics: Everything you need to know to create real customer experience impact


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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A Practitioner's Guide to Sustainable Customer Experience in the Contact Center

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.

How grocery stores—from premium to value—can attract millennial + Gen Z customers


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.

3 reasons to attend xfluence, the premier experience management conference


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

Cross-channel shopping trends to prepare for in 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.

5 digital CX mistakes you can avoid


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 moves into 2020 with tech enhancements focused on feedback innovation


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

How a Top 25 Most Trusted Brand Handed Their CX to AI

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.

How can ratings + reviews be leveraged to increase revenue and prove ROI?


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

Why CAHPS alone won’t satisfy the growing demand for top-notch patient experience


79% of healthcare professional say the patient experience is a top priority—but only 31% have well-established efforts in place. CX Programs Healthcare

These time-saving capabilities are vital in a ratings + reviews management solution


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.

Provide a consistent customer experience across retail channels


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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How to Leverage Quality Management to Transform the Customer Experience

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 Client Connect 2019: Prioritising humanity in the customer experience


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

What 1,300 consumers told us about their Black Friday plans


The holiday shopping season starts earlier each year, so we got a jumpstart on how consumers planned to shop this upcoming Black Friday weekend.

Combine ratings + reviews with other CX data for the richest insights


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

Two-way street: Employee engagement impacts the customer experience journey


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

A New Segmentation Model for Customer Onboarding

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.

6 ways to improve your customers’ digital commerce experience


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.

Q3 tech enhancements focus on streamlined service recovery


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.

Does your customer experience strategy provide true CX insights—or just data points?


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

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3 ways to retain customers + create brand loyalists in a world of unlimited options


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

Get More Value from Contact Center Performance

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.

Celebrating CX day | A day in the life of a CX professional


Today marks the 6th annual CX Day, a global celebration of exemplary customer experience and the professionals who make it happen.

Mitigate operational risk with predictive analytics


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

CX Day celebrates brands that put the customer first—every day of the year


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.

4 competitive benchmarks to help you rise to the top of your industry


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

How Communities Can Supercharge Your Business, Brand and Teams

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.

Who has the biggest impact on front-line employee engagement?


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

Close the loop on patient issues to build stronger relationships


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

CX data only tells part of the story—get the whole picture with true insights


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

3 ways retailers can provide online shoppers a better in-store experience


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

Straight Talk about Security, Compliance and Reliability in Cloud Communications

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.

Customers expect a convenient, customized experience in today’s digital world


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.