Ignite®: The future of experience management

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

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
CustomerExperience-r
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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
EmployeeExperience-r
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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

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.

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Take the next step

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

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