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Over the past few months—as people across the country sheltered in place—third-party food delivery became a vital channel for the restaurant industry. And while restaurant dining rooms are now starting to reopen, it’s clear the pandemic has impacted consumer behavior for the long haul. MORE
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
As brands prepare to reopen stores and restaurants in the U.K., there are numerous insights we can glean from the essential retailers who have remained open throughout the pandemic. MORE
As states take varying levels of action to reopen their economies, the safest way for brands to resume operations is to leverage the hard-earned lessons from essential retailers. We set out to determine what this next normal will look like. Industry Trends CX Programs 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
As consumer behaviors and expectations continue to shift, brands must continuously adjust their experience management (XM) strategy in order to keep up. This can be a daunting task—particularly right now with a major overhaul of “standard” operational procedures. MORE
Social distancing guidelines and COVID-19 regulations haven’t just led to the closure of restaurant dining rooms and strict in-store shopping procedures—they’ve created a surge in curbside pick-up for all types of businesses. CX Programs Industry Trends MORE
While businesses adapt to the new normal created by COVID-19, it’s imperative to keep pace with a quickly evolving customer experience. As the expectations for low-contact or contactless shopping shift, your digital touchpoints need to hit the mark. Industry Trends CX Programs MORE
Like you, we’re adjusting to a new normal, where all interactions—from collaborating with co-workers to purchasing products—are being fundamentally transformed. CX Programs Brand Research Industry Trends Data Science 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
The current reality of food shopping has shifted, and grocery stores have stepped up to make item availability, health, and safety a priority for customers. With new information being released every day, consumer preferences are changing by region. 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
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 the sudden rise in employees working from home, many organizations are navigating unchartered territory and adjusting to a “new normal” workday. MORE
Since the onset of the pandemic, off-premise dining has been a lifeline for restaurants and consumers craving food from their favorite establishments. As dining rooms shut down, more customers hit up drive-thrus or turned to digital channels to place pick-up and delivery orders. 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
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
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
As people around the U.S. hunker down at home, the age-old question “What’s for dinner?” is more often being answered with the help of a food delivery app. MORE
While the impact of the pandemic first showed up in global markets and financial projections several months ago, the downstream effects on employment are still being revealed daily. Data Science Industry Trends Brand Research MORE
Today marks the 6th annual CX Day, a global celebration of exemplary customer experience and the professionals who make it happen. MORE
As COVID-19 continues to impact our clients and their industries, we shifted our roadmap priorities to deliver enhancements that would allow for more informed decision-making during this unprecedented time. MORE
Despite the pandemic drastically altering most summer vacations this year, 58% of consumers still plan to travel over the Independence Day weekend. To get a better idea of what those travel plans look like and what customers expect of brands, we collected feedback from more than 7,600 consumers. MORE
SMG CX
JUNE 30, 2020
As consumer behaviors and expectations continue to shift, brands must continuously adjust their experience management (XM) strategy in order to keep up. This can be a daunting task—particularly right now with a major overhaul of “standard” operational procedures.
SMG CX
JUNE 24, 2020
Despite the pandemic drastically altering most summer vacations this year, 58% of consumers still plan to travel over the Independence Day weekend. To get a better idea of what those travel plans look like and what customers expect of brands, we collected feedback from more than 7,600 consumers.
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SMG CX
JUNE 10, 2020
Since the onset of the pandemic, off-premise dining has been a lifeline for restaurants and consumers craving food from their favorite establishments. As dining rooms shut down, more customers hit up drive-thrus or turned to digital channels to place pick-up and delivery orders.
SMG CX
JUNE 4, 2020
While the impact of the pandemic first showed up in global markets and financial projections several months ago, the downstream effects on employment are still being revealed daily. Data Science Industry Trends Brand Research
Advertiser: ZoomInfo
Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!
SMG CX
FEBRUARY 25, 2020
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.
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SMG CX
MAY 19, 2020
As brands prepare to reopen stores and restaurants in the U.K., there are numerous insights we can glean from the essential retailers who have remained open throughout the pandemic.
SMG CX
MAY 14, 2020
As states take varying levels of action to reopen their economies, the safest way for brands to resume operations is to leverage the hard-earned lessons from essential retailers. We set out to determine what this next normal will look like. Industry Trends CX Programs
SMG CX
MAY 7, 2020
Social distancing guidelines and COVID-19 regulations haven’t just led to the closure of restaurant dining rooms and strict in-store shopping procedures—they’ve created a surge in curbside pick-up for all types of businesses. CX Programs Industry Trends
SMG CX
APRIL 28, 2020
As COVID-19 continues to impact our clients and their industries, we shifted our roadmap priorities to deliver enhancements that would allow for more informed decision-making during this unprecedented time.
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In this eBook, we’ll arm you with the research you need to inform areas of investment, and 8 quick tips you can use to improve your contact center’s performance now!
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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
APRIL 16, 2020
As people around the U.S. hunker down at home, the age-old question “What’s for dinner?” is more often being answered with the help of a food delivery app.
SMG CX
APRIL 15, 2020
With the sudden rise in employees working from home, many organizations are navigating unchartered territory and adjusting to a “new normal” workday.
SMG CX
APRIL 14, 2020
The current reality of food shopping has shifted, and grocery stores have stepped up to make item availability, health, and safety a priority for customers. With new information being released every day, consumer preferences are changing by region.
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Your employees are smoking, and at a cost of $7,000 per year for each employee who smokes, that adds up - fast! This free report will show you how an effective cessation program pays for itself.
SMG CX
APRIL 9, 2020
While businesses adapt to the new normal created by COVID-19, it’s imperative to keep pace with a quickly evolving customer experience. As the expectations for low-contact or contactless shopping shift, your digital touchpoints need to hit the mark. Industry Trends CX Programs
SMG CX
APRIL 7, 2020
Like you, we’re adjusting to a new normal, where all interactions—from collaborating with co-workers to purchasing products—are being fundamentally transformed. CX Programs Brand Research Industry Trends Data Science
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
Speaker: Venessa Paech, Australia's Leading Community Specialist
Join Vanilla Forums on Tuesday, July 21, 2020 at 8:30 AM ET for this on-demand workshop led by Venessa Paech, Co-Founder of Australian Community Managers and Leading APAC Community Specialist.
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.
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.
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.
Speaker: Sandi Lin & Linda Schwaber-Cohen
In this webinar, Skilljar CEO Sandi Lin shared learnings from Skilljar's recent study and her insights on the state of Customer Education. She dug into key findings so you can benchmark against industry trends and understand how your strategy and metrics compare.
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
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
Advertiser: Skilljar
Based on a survey of more than 250+ external education teams, Skilljar has compiled this report on current trends including budgets, integrations, team structure, and more. In this report, see how companies across a variety of industries are building, optimizing, and measuring their training programs.
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.
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.
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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
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
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
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 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
Advertiser: ZoomInfo
Sales enablement is the strategic process of providing sales teams with the content, guidance, and mentorship needed to engage targeted buyers. It’s all about equipping sales professionals with the tools they need to put their best-selling foot forward. And if sales teams want to continuously sell better -- and faster -- their sales enablement process must have a game-winning strategy. It's time for you to start selling smarter - and hitting your sales number - with the best B2B database in the market. Get started today.
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