Expert insights. Personalized for you.
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. Industry Trends Products + Technology Brand Research Data Science MORE
Data-driven brands and insights-driven brands are heading in different directions. In “Build An Insights-Driven Business”, Forrester reports, “Insights-driven organizations are growing at an average of more than 30% annually and are on track to grow eight times faster than global GDP.”. 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. Essential businesses have shown what it takes to provide an outstanding customer experience in a very challenging environment. Industry Trends CX Programs 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
As of last June, 81% of Americans owned a smartphone. In the throes of this convenience revolution—as more consumers turn to their phones for research and to make purchases—the pressure for brands to provide a seamless and simple mobile experience has never been higher. Data Science CX Programs MORE
Analysis of open-ended feedback is critical in surfacing what customers are saying and why they are saying it. And an efficient text analytics solution is a crucial component to gleaning those insights you need to take informed action on customer feedback. CX Programs Products + Technology MORE
To commemorate CX Day 2020—a global celebration of exemplary customer experience and the professionals who make it happen—we asked fellow SMG-ers to share some stand-out experiences they’ve had this past year and what businesses are doing to put customers’ health + safety first. SMG News CX Program 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. CX Programs Data Science Industry Trends MORE
With a growing volume of feedback and behavioral datasets at their disposal, brands are investing more resources in customer experience management than ever. Products + Technology CX Programs Employee Engagement 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
Presented with a never-ending stream of seemingly disconnected data, experience management (XM) leaders often struggle to engage stakeholders and drive action. CX Programs Employee Engagement Social CX MORE
While most brands understand the importance of customer + employee feedback and have some sort of experience management (XM) solution in place, many lack the actionable insights necessary to create meaningful, system-wide change. CX Programs Employee Engagement MORE
Whether your brand is already in holiday prep mode or slightly late to the game, SMG’s most recent research—gathered through our proprietary market intelligence tool BrandGeek®—will be a useful source as you navigate your way through this unprecedented holiday shopping season. MORE
The heightened expectation for a safe + clean experience has left brands across industries questioning: Do customers still want in-person assistance? CX Programs MORE
Following the initial limited-services phase of the pandemic, healthcare providers and patients are still settling into a new normal. Employee Engagement Industry Trends CX Programs MORE
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. CX Programs Social CX MORE
To help restaurants + third-party delivery providers collectively navigate the influx of off-premise dining during this period of uncertainty, we gathered feedback from 4,700+ consumers in the UK. MORE
Businesses across the globe face a once-in-a-generation challenge that’s fundamentally reshaping consumer behaviors and business operations in a way few thought possible. Industry Trends CX Programs Employee Engagement MORE
Here are the 3 most common pitfalls we help clients avoid while prioritizing their digital experience management (XM) strategies. CX Programs Employee Engagement MORE
SMG’s quarterly product releases are designed to inspire smart changes in our clients’ business, equipping them with purpose-built experience management (XM) technology. Products + Technology CX Programs Employee Engagement MORE
As brands across industries continue to adjust operational procedures amid the pandemic, it’s vital to understand the shift in consumer expectations and adapt your XM strategy to these new priorities. CX Programs Industry Trends Brand Research 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. In fact, our latest research shows half of consumers say they’ve ordered food online more frequently since COVID-19. Data Science Industry Trends Brand Research 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. Right now—when fear and uncertainty is amplified—empathy and transparency are key to earning the ongoing trust of your employees and your customers. CX Programs Industry Trends MORE
More than seven months into the pandemic, day-to-day operations continue to be in flux. That means experience management leaders (now more than ever) require technology that makes it easy to quickly surface insights, take action on those insights, and drive business outcomes. Products + Technology Industry Trends CX Programs MORE
Prioritizing the employee experience (EX) has never been more critical. 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. Since March 11—when the World Health Organization declared COVID-19 a pandemic and restaurants across the country shut down their dining rooms—many brands have turned to third-party delivery providers. Industry Trends CX Programs MORE
As a massage and facial spa, the pandemic created significant operational challenges for Hand and Stone. To help guide its reopening strategy, the brand wanted to take member feedback into account and implement operational changes to ensure customers felt safe during their visit. CX Programs MORE
As we enter into a new phase of the pandemic—one of colder temperatures, a potential third wave, and the added threat of cold + flu season—businesses relying on outside service will once again have to adjust operational procedures. Industry Trends Data Science Brand Research 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
Now that we’ve entered phase 2 of the pandemic and most businesses have reopened their doors to in-store customers, non-essential retailers are facing a new challenge: a consistent brand experience. Industry Trends CX Programs 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. Here are the top themes we uncovered. Industry Trends Data Science Brand Research MORE
SMG CX
OCTOBER 21, 2020
The heightened expectation for a safe + clean experience has left brands across industries questioning: Do customers still want in-person assistance? CX Programs
SMG CX
DECEMBER 17, 2020
Analysis of open-ended feedback is critical in surfacing what customers are saying and why they are saying it. And an efficient text analytics solution is a crucial component to gleaning those insights you need to take informed action on customer feedback. CX Programs Products + Technology
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SMG CX
DECEMBER 15, 2020
Prioritizing the employee experience (EX) has never been more critical.
SMG CX
DECEMBER 3, 2020
As a massage and facial spa, the pandemic created significant operational challenges for Hand and Stone. To help guide its reopening strategy, the brand wanted to take member feedback into account and implement operational changes to ensure customers felt safe during their visit. CX Programs
Advertiser: Frontline Group
There are 5 critical opportunities to unlock the full power of patient engagement, which can improve your patient retention, as well as improving their health outcomes. In this eBook you will learn about: What Is Patient Engagement? How Does Patient Engagement Improve Outcomes? Why Is It Important to Include Patients in Their Care? What Are Patient Engagement Tools? What is Patient Engagement technology? Download Now this informational resource and start using a patient engagement platform to give yourself as a Provider higher satisfaction scores.
SMG CX
NOVEMBER 17, 2020
While most brands understand the importance of customer + employee feedback and have some sort of experience management (XM) solution in place, many lack the actionable insights necessary to create meaningful, system-wide change. CX Programs Employee Engagement
SMG CX
NOVEMBER 4, 2020
Presented with a never-ending stream of seemingly disconnected data, experience management (XM) leaders often struggle to engage stakeholders and drive action. CX Programs Employee Engagement Social CX
SMG CX
OCTOBER 14, 2020
To help restaurants + third-party delivery providers collectively navigate the influx of off-premise dining during this period of uncertainty, we gathered feedback from 4,700+ consumers in the UK.
SMG CX
OCTOBER 6, 2020
To commemorate CX Day 2020—a global celebration of exemplary customer experience and the professionals who make it happen—we asked fellow SMG-ers to share some stand-out experiences they’ve had this past year and what businesses are doing to put customers’ health + safety first. SMG News CX Program
SMG CX
OCTOBER 1, 2020
As of last June, 81% of Americans owned a smartphone. In the throes of this convenience revolution—as more consumers turn to their phones for research and to make purchases—the pressure for brands to provide a seamless and simple mobile experience has never been higher. Data Science CX Programs
Advertisement
Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!
SMG CX
SEPTEMBER 23, 2020
Whether your brand is already in holiday prep mode or slightly late to the game, SMG’s most recent research—gathered through our proprietary market intelligence tool BrandGeek®—will be a useful source as you navigate your way through this unprecedented holiday shopping season.
SMG CX
SEPTEMBER 17, 2020
Data-driven brands and insights-driven brands are heading in different directions. In “Build An Insights-Driven Business”, Forrester reports, “Insights-driven organizations are growing at an average of more than 30% annually and are on track to grow eight times faster than global GDP.”.
SMG CX
SEPTEMBER 2, 2020
With a growing volume of feedback and behavioral datasets at their disposal, brands are investing more resources in customer experience management than ever. Products + Technology CX Programs Employee Engagement
SMG CX
AUGUST 27, 2020
Following the initial limited-services phase of the pandemic, healthcare providers and patients are still settling into a new normal. Employee Engagement Industry Trends CX Programs
Advertiser: Skilljar
Whether you’re looking to kickstart or expand your customer education program, you need access to a budget. Learn how you can demonstrate the positive ROI of customer training and make the case for securing a larger budget in our latest eBook!
SMG CX
AUGUST 12, 2020
Now that we’ve entered phase 2 of the pandemic and most businesses have reopened their doors to in-store customers, non-essential retailers are facing a new challenge: a consistent brand experience. Industry Trends CX Programs
SMG CX
AUGUST 5, 2020
As brands across industries continue to adjust operational procedures amid the pandemic, it’s vital to understand the shift in consumer expectations and adapt your XM strategy to these new priorities. CX Programs Industry Trends Brand Research
SMG CX
JULY 30, 2020
Here are the 3 most common pitfalls we help clients avoid while prioritizing their digital experience management (XM) strategies. CX Programs Employee Engagement
SMG CX
JULY 23, 2020
SMG’s quarterly product releases are designed to inspire smart changes in our clients’ business, equipping them with purpose-built experience management (XM) technology. Products + Technology CX Programs Employee Engagement
Speaker: Esther Kieft, Delivery Manager (Group Technology) at Domino's Pizza Enterprises
It is well known that empathy is a key ingredient in creating lovable products, yet not all products offer the best customer experience. From meeting stringent deadlines to insufficient resources being available to carry out customer research, there is a range of reasons why customer empathy could be missing in product development. Join Esther Kieft, as she breaks down using empathy at a distance to evaluate the problems that customers are experiencing during this global health crisis.
SMG CX
OCTOBER 27, 2020
More than seven months into the pandemic, day-to-day operations continue to be in flux. That means experience management leaders (now more than ever) require technology that makes it easy to quickly surface insights, take action on those insights, and drive business outcomes. Products + Technology Industry Trends CX Programs
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. CX Programs Social CX
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. Since March 11—when the World Health Organization declared COVID-19 a pandemic and restaurants across the country shut down their dining rooms—many brands have turned to third-party delivery providers. Industry Trends CX Programs
SMG CX
JULY 15, 2020
Businesses across the globe face a once-in-a-generation challenge that’s fundamentally reshaping consumer behaviors and business operations in a way few thought possible. Industry Trends CX Programs Employee Engagement
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
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. CX Programs Data Science Industry Trends
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. Here are the top themes we uncovered. Industry Trends Data Science Brand Research
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. In fact, our latest research shows half of consumers say they’ve ordered food online more frequently since COVID-19. Data Science Industry Trends Brand Research
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. Right now—when fear and uncertainty is amplified—empathy and transparency are key to earning the ongoing trust of your employees and your customers. CX Programs Industry Trends
Speaker: Carrie Melissa Jones, Erica Kuhl and Holly Firestone
While organizations have been using communities for many years, it is only in the last few that executives have started to see the value that a community can offer. But now, in 2021, many executives have finally started to view community structures as a new governance model for the entire organization rather than a stand-alone initiative. Join us on January 27 at 12 PM ET for a webinar exploring Chapter 2 of our 2021 Community Predictions eBook.
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
SMG CX
MAY 26, 2020
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. Industry Trends Products + Technology Brand Research Data Science
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. Essential businesses have shown what it takes to provide an outstanding customer experience in a very challenging environment. Industry Trends CX Programs
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
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Today’s most successful brands understand how great customer support can grow their bottom line. Having provided outsourced customer support to some of the world’s top brands, we know what works, and now we’re sharing that with you.
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
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