SMG CX

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.

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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.

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.

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

Q3 tech enhancements focus on streamlined service recovery

SMG CX

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.

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

SMG CX

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

Mitigate operational risk with predictive analytics

SMG CX

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

SMG CX

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.

How AI Can Help

Speaker: Roy Atkinson, Senior Writer Analyst, HDI and ICMI

Workforce Engagement Management has many “moving parts” including onboarding, forecasting, Quality Management, employee recognition, coaching and more. Contact Center managers spend a great deal of their time performing tasks related to engagement, and often don’t have the requisite time to properly prioritize and monitor progress. In addition, the complexity of the work performed in the Contact Center has increased, as customer contacts span many channels. This complexity is currently at a stage where emerging technologies such as AI and Machine Learning can have substantial impact and real ROI.

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

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

SMG CX

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

Close the loop on patient issues to build stronger relationships

SMG CX

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

SMG CX

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

How to Cut the High Cost of Contact Center Agent Attrition

Agent attrition has always been a burden on a company’s bottom line. When turnover runs rampant in the contact center, institutional knowledge is lost, productivity drops, the quality of service decreases, and employee engagement and morale go down. This white paper takes an in-depth look at the problem and explains how outsourcing can be used to fix it.

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

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

SMG CX

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

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

SMG CX

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.

Transform CX insights from industry buzzwords to business-changing ROI

SMG CX

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How to Build a CX Program from the Ground Up

It’s no secret - customer experience is the new competitive battlefield. In this eBook, TopBox shares step-by-step guidance on how to build and scale a rock-solid CX program that will fuel measurable revenue and affect organizational change.

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.

Implement a CEM program that provides a holistic picture of the patient experience

SMG CX

As consumers gain more control over their healthcare dollars and decisions, providers recognize the need to deliver patient experiences (PX) that win trust, build loyalty, and bolster their brand.

CEM 52

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

SMG CX

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

3 ways contact center CX leverages unsolicited feedback for better loyalty

SMG CX

Customers expect a seamless experience when engaging with your brand across multiple channels. Your contact center is a vital tool that can help you integrate your customer touchpoints—which is key when it comes to delivering on customer expectations and driving loyalty.

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.

Customer case management provides systematic insights on service recovery improvements

SMG CX

In order for your customer experience management (CEM) program to have any real impact, you have to be open to change. Brands with staying power are the ones that turn customer feedback into an opportunity to learn and do better next time. CX Programs Products + Technology

CEM 52

3 ways to drive customer loyalty + business outcomes with customer case management

SMG CX

We get it—your goal is to provide an exemplary experience each time a customer interacts with your brand. But we also understand that sometimes—even with the best of intentions—things can go wrong. Products + Technology CX Programs

3 ways to drive customer loyalty + business outcomes with customer case management

SMG CX

We get it—your goal is to provide an exemplary experience each time a customer interacts with your brand. But we also understand that sometimes—even with the best of intentions—things can go wrong. Products + Technology CX Programs

5 ways investing in the patient experience can have financial impact

SMG CX

The healthcare industry is rapidly changing, and patients are the driving force. More and more consumers are applying retail behavior to healthcare and frequently shopping for a new physician. CX Programs Healthcare

Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.

How grocery brands can weather disruption from subscription meal kits

SMG CX

Between family life, busy careers, long commutes, social commitments, and (if you’re lucky) some much-needed down time, it’s no surprise that convenience has become the top motivating factor driving purchase decisions. Brand Research Data Science Industry Trends

Strength in numbers: Get an actionable sample to guide your CX focus

SMG CX

Field engagement is vital to the success of any CX measurement program. Without the dedication and follow-through from your front-line team, the voice of your customer will never be heard. In order to keep your team engaged, we defined the first 3 steps you should take. CX Programs

Adapt your conversion strategies to cross-channel shopper motivations

SMG CX

When customers experience disjointed channels, they see a disconnected brand. And if the stats are any indication, they’ve been seeing a lot of disconnected brands lately. CX Programs Industry Trends

Making the connection: Employee engagement and CX go hand-in-hand

SMG CX

Employee engagement and the customer experience aren’t mutually exclusive. That’s why it’s so important to measure feedback from both and combine that data for holistic insights on your entire service culture. CX Programs Employee Engagement

How to Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.

Don’t let subpar ecommerce experiences hurt in-store conversion rates

SMG CX

In the age of cross-channel shopping, no touchpoint exists in a vacuum—and customers have elevated expectations for integrated brand experiences. With 73% of consumers using multiple channels during their shopping journey, single-channel excellence is no longer enough. Industry Trends CX Programs

Black Friday 2018: Less traffic, higher spend

SMG CX

While more and more people are opting to do their Black Friday shopping from the comforts of their couch, there are still many who brave the crowds and shop in stores over the holiday weekend. CX Programs Products + Technology

Consistent CX is a key component of customer loyalty

SMG CX

Meticulously curated Instagram galleries, catchy taglines, expensive advertising, and even blog posts like the one you’re reading now—the investment required to sustain a consistent and memorable brand image is crucial. CX Programs

Change for the better: 3 ways to implement effective testing

SMG CX

It’s the first week of a new year—the perfect time to reflect on last year’s challenges and successes, and to look forward to what is to come in 2019.

Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.