QKS Group Names SMG a Leader in 2026 Voice of the Customer Report

The QKS Group assessment identifies a shift in the market, where platforms are increasingly expected to function as unified intelligence systems. Rather than treating customer feedback as isolated data points, modern solutions must now synthesize information across employee, brand, and operational channels to drive immediate, closed-loop improvements. Analysts at QKS Group noted that SMG distinguishes itself through its Ignite® platform, which combines cross-channel data with role-based analytics to help frontline teams prioritize actions.

Umang Thakur, Vice President of Research at QKS Group, pointed out that the platform's utility lies in its capacity to translate raw signals into actionable, enterprise-wide strategy. This approach addresses a common industry gap where organizations struggle to unify disparate streams of customer and employee data. By pairing software capabilities with a service-led model, SMG provides a framework for organizations to maintain consistent governance across distributed networks. Jami Ferguson, SVP of Product at SMG, emphasized that the firm’s focus remains on using AI to answer the specific operational question of what to prioritize first, moving brands from passive measurement to active, ongoing dialogue with their stakeholders.