While the curveball that was 2020 is behind us, many of us in the experience management (XM) space are still getting our arms around the magnitude of change in our programs as we rapidly adapted to meet evolving customer, patient, and employee behaviors and expectations. I’m very proud to have been a part of the more than 30 industry-specific studies SMG conducted in 2020 to help our partner brands keep pace with their XM strategies. In reflecting on those findings, this much....

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