Expert insights and consulting

Transform your XM with expert insights

Turn complex data into clear, actionable strategies

Experience data by itself isn’t enough. It’s how you use it that fuels growth. SMG’s expert insights and consulting services help brands cut through the noise and turn brand, customer, and employee feedback into real business results.

Our team of brand, customer, and employee experience experts work together with skilled data scientists to provide clear, practical advice to help your whole organization make a bigger impact.

Start your journey

A faster, more effective path to actionable insights

Challenges SMG helps address:

Data without clear direction

Actionable insights tailored to your business priorities.

Inconsistent execution across teams

Step-by-step plans to align strategy with frontline action.

Lack of ROI visibility

Measurable impact tracking to link unified experience management improvements to business outcomes.

The 5 tests of true insight

SMG’s insights go beyond surface-level analysis.
Our approach ensures recommendations meet five critical criteria:

Specific - Provides clear, solvable issues rather than vague observations.

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Specific

Provides clear, solvable issues rather than vague observations.

Understandable - Shared in formats tailored to each person’s role and level.

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Understandable

Shared in formats tailored to each person’s role and level.

Prescriptive - Includes step-by-step action items for implementation.

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Prescriptive

Includes step-by-step action items for implementation.

Measurable - Results are tied to key performance metrics.

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Measurable

Results are tied to key performance metrics.

Worthwhile - Designed to deliver meaningful ROI for your organization.

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Worthwhile

Designed to deliver meaningful ROI for your organization.

Industry expertise that delivers real results

Drawing on decades of experience across retail, restaurants, consumer services, and consumer packaged goods, SMG’s experience management experts help brands achieve meaningful BX, CX, and EX improvements through data-driven strategy, powerful AI-native tools, and execution support.

Why work with an SMG consultant:

XM benchmarking

Compare performance against industry standards.

Expert-led consulting

Work alongside industry experts for tailored recommendations.

Real-time impact tracking

Continuously measure how changes improve customer satisfaction and revenue.

Data-driven insights

Identify and prioritize the highest-impact improvements.

Featured resources

Mastering customer experience program management: Best practices and real-world examples

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XM program guide: Goal setting

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Explore Our Helpful Resources
Case Studies

How SMG’s consulting services drive measurable impact

Optimizing guest experience at a quick-service restaurant (QSR)

  • Implemented 300+ in-field employee training sessions, leading to improved food quality and guest satisfaction
  • 12% reduction in order errors by refining frontline execution

Enhancing checkout speed at a UK retailer

  • 9% boost in checkout satisfaction scores by optimizing staffing levels
  • 6% overall increase in customer experience ratings

Explore more of our customer success stories to see how SMG’s experience management experts drive impactful change for industry leaders.

Discover the SMG difference

Our powerful combination of deep industry expertise and advanced technology transforms your experience data into actionable strategies. With SMG, you get more than just data. You get clear, specific guidance that drives measurable results.

Our proven approach helps clients achieve 2x higher satisfaction with their XM programs and take meaningful action nearly twice as often as industry averages.

See the SMG difference

Maximize your experience management program ROI

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

See SMG in action