Service Management Group (SMG), a global customer, patient and employee experience management partner to more than 500 brands, has been recognized as a Visionary in the Gartner Magic Quadrant for Voice of the Customer for the second consecutive year.
SMG was evaluated for this Magic Quadrant based on its ability to execute and completeness of vision. SMG’s software with a service (SwaS) model uniquely combines an enterprise experience management platform with industry-leading professional services to help global enterprise brands deliver a differentiated customer and employee experience, increase loyalty and drive business outcomes.
“We believe the validation we’ve received from the analyst community over the course of the year is a testament to how our unique value proposition enables brands to drive actions and realize ROI from their SMG programs,” said SMG President Ken White. “From our outcomes-based approach to our long-standing client partnerships, SMG is focused on increasing the value we deliver for brands by delivering actionable insights that have a positive financial impact.”
SMG has also been recognized by its customers on the Gartner Peer Insights™ ratings and reviews platform. SMG has a 4.9 out of 5.0 overall customer rating for its smg360® experience management platform as of December 1, 2021. In August 2021, a vice president in the services industry shared the following comment about SMG: “Our SMG partners have provided us with valuable insights into our data and what drives high guest satisfaction. The team is always looking for ways to bring in additional data points to allow us to see how our tools, procedures and products are providing for guest satisfaction.”
The Gartner Magic Quadrant identifies and analyzes the most relevant providers in a market. Gartner defines a voice of the customer (VoC) application as one that integrates feedback collection, analysis and action into a single interconnected platform that helps understand and improve the customer experience. To be included in this Magic Quadrant, each vendor had to demonstrate that it satisfied certain criteria. To learn more about the Gartner Magic Quadrant for the Voice of the Customer, visit gartner.com.
*Gartner, “Magic Quadrant for Voice of the Customer”, Jim Davies, Ed Thompson, November 29, 2021.
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