SMG Amplifies Tech-Powered Insights to Help Brands Take Action on Customer and Employee Feedback

Service Management Group (SMG), a global customer experience, employee engagement and brand research partner to more than 500 brands, is now making it easier, faster and more interesting for customer experience (CX) pros to analyze and share insights.

SMG takes a unique approach to customer feedback management (CFM), with a 50/50 focus on technology and services that combine to deliver actionable insights and drive business outcomes. SMG is boosting its product and technology offering with enhancements to the smg360® CFM platform and new technology leadership appointments.

Bennett Gammel has joined SMG as the company’s Vice President of Product Management. With more than 25 years of technology experience, Gammel has a wealth of leadership and product expertise. At SMG, Gammel oversees the vision implementation and tactical execution for product development and product lifecycle management.

Gammel reports to Dennis Ehrich, who after a decade as SMG’s Chief Information Officer, has been promoted to Chief Product and Technology Officer. In this newly created role, Ehrich is responsible for driving SMG’s strategic product vision and leading the product and technology organizations.

With this strategic leadership in place, SMG is increasing its technology investment by 25 percent, including doubling its investment in data science and hiring a host of R&D, product strategy and engineering talent. The increased investments will help advance the tech stack and accelerate product development initiatives, making it faster and easier for clients to surface and share actionable insights across their enterprise.

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SMG’s expanding technology team is energized by a new vision to inspire smart changes within the clients’ business. The roadmap will deliver on three platform strategies: feedback innovation, active insights and access and usability. Key initiatives include many-to-one reporting with unlimited third-party integrations, advanced text analytics, AI-based alerts and more.

“It’s important to compete on tech because that’s often what buyers ask for. But it’s the combination of technology and our industry-leading professional services that delivers actionable insights and drives business,” said Andy Fromm, SMG Chairman and CEO. “Through this differentiated approach, we’re able to add value for clients who are focused on measurable outcomes.”

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