SMG CX

Data integration is the easiest way to gain a holistic view of the customer experience

SMG CX

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.

Data 52

The impact of COVID-19 on summer travel + how c-stores should adjust

SMG CX

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.

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Trends in off-premise dining + why restaurants should (still) prioritize digital efforts

SMG CX

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.

How the financial impact of COVID-19 is reshaping consumer behaviors

SMG CX

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

The Best Sales Forecasting Models for Weathering Your Goals

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!

3 ways to humanize feedback with online ratings + reviews

SMG CX

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.

Video 67

4 best practices from U.K. essential retailers to use in your reopening strategy

SMG CX

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.

What essential retail can teach us about prepping for the next normal

SMG CX

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

How to optimize the curbside experience for customers

SMG CX

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

How a robust XM solution can support brands during a global pandemic

SMG CX

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.

8 Contact Center Trends to Watch in 2020

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!

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

SMG CX

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.

With third-party delivery usage up, here are 3 ways restaurants can protect the customer experience

SMG CX

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.

Work from home: 3 tips for a successful telecommuting strategy

SMG CX

With the sudden rise in employees working from home, many organizations are navigating unchartered territory and adjusting to a “new normal” workday.

Tips 52

Grocery shopping during COVID-19: How are consumer preferences changing?

SMG CX

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.

Why Smoking Costs Employers More Than They Realize

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.

How to stay customer-centric in a contactless world

SMG CX

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

How COVID-19 is impacting consumer behavior in the restaurant industry

SMG CX

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

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

SMG CX

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

SMG CX

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

AI & Community: Don't Hammer the Flowers

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.

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

SMG CX

With rapid investment in customer experience management (CEM) platforms, leading brands know the quickest path to growth starts with listening to customers.

CEM 52

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

SMG CX

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

SMG CX

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

SMG CX

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.

[On-Demand Webinar] The State of Customer Education: Trends and Benchmarks Report

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.

5 digital CX mistakes you can avoid

SMG CX

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

SMG CX

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

SMG CX

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

SMG CX

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

Just launched! 2020 Customer Education Benchmarks and Trends Report

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.

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

SMG CX

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

SMG CX

While scrambling to drive in-store traffic in an online-focused retail environment, brands have let their customers’ digital experiences suffer.

Study 52

SMG Client Connect 2019: Prioritising humanity in the customer experience

SMG CX

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

SMG CX

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

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.

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

SMG CX

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

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

SMG CX

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

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

SMG CX

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

CEM 56

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

SMG CX

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

B2B Pocket Playbook: End-to-End Guide to Sales Enablement

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.