Press release

SMG Employee Experience Advancements Help Organizations Increase Engagement and Drive Action

Sponsored by Businesswire

Service Management Group (SMG), a global customer, patient and employee experience management partner to more than 500 brands, has introduced always-on feedback and in-platform action-planning in its employee experience solution to help brands increase engagement, develop actionable strategies and drive business outcomes.

With Forrester reporting happy employees drive an 81 percent increase in customer satisfaction1, brands can’t afford to overlook the employee experience. Founded on the principles of The Service Profit Chain—a model that links employee satisfaction to customer loyalty and financial performance—SMG understands an engaged workforce is the foundation of a successful enterprise experience management program.

To create an employee experience that drives engagement and loyalty, organizations need a technology platform that provides insights throughout the employee life cycle. SMG has introduced a host of new functionality to help organizations collect feedback across more touchpoints, surface insights faster and identify which initiatives will move the needle.

  • Always-on feedback – To capture the voice of the employee, brands need technology that allows them to collect solicited and unsolicited feedback throughout the employee journey. The new always-on feedback functionality allows brands to use active and passive touchpoints to capture real-time feedback and glean employee insights throughout the year.
  • In-platform action-planning – To move the needle on the employee experience, organizations need a solution that helps them establish data-driven actions and drives accountability throughout the organization. With action-planning, organizations can build strategic improvement plans based on location-specific areas for focus and set customizable goals that are tied to key performance indicators (KPIs).

“Advancements to our employee experience solution will help organizations create more meaningful dialogue, drive actions that improve engagement and elevate the overall experience,” said SMG VP/GM of Employee Experience Charles Cornwell. “By integrating employee feedback with customer experience data in the smg360® reporting platform, SMG is providing experience management professionals with a more holistic view of their XM programs and the tools they need to develop cohesive strategies that drive business outcomes.”

About Service Management Group

SMG inspires experiences that improve people’s lives. We are a catalyst for change, providing actionable customer, patient, and employee insights that boost loyalty and drive business outcomes. Our unique model puts a dual focus on platform technology and professional services—making it easier to collect, analyze, and share feedback and behavioral data across the enterprise. To learn more about our customer experience management, employee experience, and brand research solutions, visit

1 “Now Tech: Employee Experience Consulting Practices, Q3 2020,” Forrester, September 2020, Page 2.