SMG
Resources
3 patient experience questions answered
The published report from SMG identifies 12 key takeaways that HCOs can use to go beyond CAHPS and incorporate the culture of PX at every level of the organization.
4 ways to boost business outcomes with online reputation management
Optimize ratings + reviews to build stronger customer relationships & gain insight on market position and increasing SEO to drive traffic.
Five things we learned from talking to more than 1 billion people
Download the report to see 5 things every great brand knows about the customer experience
Four factors driving consumer-centric healthcare
PX is emerging as the only opportunity to build a lasting competitive advantage. This report looks into what's driving this shift...
Transform CX insights from industry buzzword to business-changing ROI
Download this brief for 5 tests your teams should be applying to CX insights
Ditch your CX data silos
5 ways an integrated XM strategy can enhance the digital experience
Close the loop
Download this guide to learn how best-in-class case management helps you listen to customers across all channels and customize your program to fit the needs of your organization
How restaurant brands can manage customer and employee experiences during COVID-19 + beyond
SMG's exclusive Interactive XM Playbook, with a 3-phased strategy map + personal status tracker, helps restaurant brands keep pace with evolving customer + employee expectations—optimizing your XM program to navigate uncertainty with precision and emerge a stronger brand.
4 healthcare trends shaping the future of PX
In this piece we've used consumer feedback to analyze the current environment and discuss what's next for healthcare organizations.
Transform CX insights from industry buzzword to business-changing ROI
Download this brief for 5 tests your teams should be applying to CX insights. To really change your business, they should inspire targeted action, provide tactical tools, Identify clear action items, define a tangible goal, and demonstrate ROI
4 retail industry trends shaping the future of customer experience
It's been a landmark year of changes and operational challenges for the retail industry, and SMG has been closely tracking consumer behavior since COVID-19 was declared a pandemic in March. In this piece we've used research from US + UK consumers to analyze the current environment and discuss what's next for retailers
Top Priorities for Tech & Service Providers: Leadership Vision for 2021
Are you preparing for the key forces impacting tech & service provider leaders in 2021? Download the top priorities e-book to plan your next steps to tackle new challenges in 2021.
The essential guide to text analytics for CX pros
Download this guide to learn how SMG's text analytics technology provides rich input from open-ended questions to help drive action at every touchpoint, top-tier accuracy with customized libraries + data science, and powerful reporting that turns data into actionable insights 24/7