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- Our approach

- The SMG difference
- Expert insights and consulting services
- Customer success stories
- Experience management

- Brand experience management
- Customer experience management
- Employee experience management
- Platforms

- Unified Experience Management® platform
- Customer collaboration platform
- Platform packages
- Platform resources
- Industries

- Restaurant
- Retail
- Consumer packaged goods
- Consumer services
- Hospitality
- Resources

- Blog
- Resource library
- ROI calculator
- About

- Who we are
- Careers
- News
- Contact us

Request Demo

# Ignite®: The future of experience management

Transform insights into real-time action with purpose-built AI

Restaurant  Retail   Consumer Packaged Goods (CPG)   Consumer Services   Hospitality

From Design Onward

## The new standard in experience management

For decades, brands have focused on improving customer experience post-interaction. But great experiences start earlier, before the app download, store visit, or purchase.

Leading companies involve customers from the very beginning during experience design.

By seeking input while developing products, designing loyalty programs, and shaping marketing campaigns, brands can avoid the consequences of relying on assumptions: missed expectations, low engagement, and lost revenue.

SMG helps brands gather customer feedback before they commit to a direction. Then, by connecting brand, customer, and employee initiatives, companies can turn real BX, CX, and EX insights into action across the entire journey.

**Ignite**, our AI-native platform, powers this **Unified Experience Management® (UXM)** approach with real-time strategic recommendations that drive continuous improvement, stronger loyalty, and business growth.

From gathering feedback during experience design to optimizing every interaction onward, SMG helps ensure every decision is backed by data, not guesswork.

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## Behind every great experience is a brand that trusts SMG

## Unified Experience Management®

BX

### Brand experience

Encourage customers to co-create and collaborate with your brand through Bulbshare from SMG's community platform.

- Conduct market research to understand customer preferences and perceptions
- Co-create and test content, new offerings, and marketing campaigns
- Refine operational programs and processes with in-depth customer and employee input
- Develop advocates who generate authentic and high-impact content for your brand

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CX

### Customer experience

Uncover insights that drive action, down to a specific location or market segment.

- Use insights to enhance touchpoints and improve satisfaction
- Monitor and track critical CX key metrics
- Empower frontline teams with data-driven tools and guidance
- Quantify the ROI of your CX initiatives
- Use AI-powered analytics to surface trends and generate real-time insights

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EX

### Employee experience

Strengthen employee engagement with powerful listening and collaboration tools.

- Gather real-time feedback through engagement surveys
- Dive deep into challenges, motivators, and potential action plans
- Receive actionable insights and tailored recommendations
- Strengthen the connection between EX and CX for better business outcomes

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“...absolutely blown away by the value of the insights—it’s definitely changing the way we approach our marketing.”

Ellis Lanyon

Head of Digital | L'Oréal NYX

“… a revolutionary platform within our business.”

Paul Thomas

Global Insight Director | Asahi

“We are a multi-billion-dollar-a-year company that doesn’t have a customer experience team—we have SMG, and they deliver.”

Store Communications Manager

Major US Retailer

"With SMG, it’s not just about measuring the customer experience. We receive insights and recommendations so we can create effective plans to really impact what we want to impact—in the end, that our customers receive a better experience."

Fernando Perez

Vice President, Operations | Pollo Campero

## Discover the SMG difference

There’s a reason top global brands rely on SMG. We deliver unmatched experience insights, offering complex businesses guidance that drives location- or segment-level improvements and measurable financial gains.

Discover the Difference

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## Recommended resources

Why designing experiences earlier matters

Blog

Why designing experiences earlier matters

4 min read

5 reasons we built Ignite

Blog

5 reasons we built Ignite

4 min read

Building a customer experience that lasts

Blog

Building a customer experience that lasts

2 min read

See All Resources

## Take the next step

Let our team of experts show you how to take your brand, customer, and employee experiences to new heights.

Request Demo

SMG delivers the future of Unified Experience Management®, turning BX, CX, and EX insights into real-time action through Ignite®, our AI-native platform, and a unique software with a service (SwaS) approach.

Our approach

- The SMG difference
- Expert insights and consulting services
- Customer success stories

XM

- Brand experience management
- Customer experience management
- Employee experience management

Platforms

- Unified Experience Management platform
- Customer collaboration platform
- Platform packages
- Platform resources

Industries

- Restaurant
- Retail
- Consumer packaged goods
- Consumer services
- Hospitality

Resources

- Blog
- Resource library
- ROI calculator
- Security and compliance
- Technology integrations

About

- Who we are
- Careers
- News
- Contact us

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