Unified Experience Management - BX, CX, EX

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.

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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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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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