Customer experience solutions

Elevate your customer experience strategy for maximum satisfaction and growth

A new standard for customer experience that starts during experience design

Consumers today have high expectations. They want brands to provide personalized, proactive, and transparent service, and they expect top executives and frontline employees alike to understand their needs.

But exceptional experiences can’t begin at the point of purchase. They need to start during experience design. Delivering standout experiences means designing products, services, and loyalty programs that shape the entire customer journey. Gathering feedback early ensures every experience is built around real customer needs.

Built on our AI-native experience management platform, Ignite®, SMG’s customer experience (CX) solutions help brands design, measure, and optimize CX at every touchpoint. From multi-location performance tracking to frontline engagement tools, SMG ensures every level of your organization has the data needed to take immediate action guided by real-time insights.

See the full picture. Act with confidence.

A great customer experience isn't just managed; it's designed. SMG combines customer feedback on potential products, services, and processes with feedback on journey-based touchpoints for a complete, unified view of your customers’ experiences. Our unique combination of digital communities, interaction-based intelligence, and Ignite’s AI agents ensures you have 24/7 access to the customer insights that matter most and clear direction on where and how to focus your time and attention.

Co-creation communities

Involve your customers in brand decisions through open, ongoing conversations.

  • Real-time collaboration for continuous feedback and ideation
  • Enhanced innovation from passionate customer and employee input
  • Better market fit through active community participation in early-stage product development
  • Faster and more agile decision-making with AI-native tools

Interaction-based intelligence

SMG provides actionable intelligence across customer touchpoints so clients can drive continuous gains in location- or segment-specific financial performance and loyalty.

  • Best-in-class interaction-based surveys across different customer touchpoints
  • Real-time performance tracking across multiple feedback channels
  • Advanced drill-down functionality to uncover emerging themes and sentiments
  • Integrated customer comment analysis to determine targeted experience scores 

AI-powered CX with Ignite

Capture customer feedback, unlock insights with AI, and move faster from feedback to action.

  • Customer sentiment assessments with high precision
  • Contextual understanding of feedback
  • Trend identification to enable proactive responses
  • Operational alerts to identify and mitigate risks
  • Recommended actions that are prioritized and tracked 

Role-based dashboards

Deliver only the data each stakeholder needs to make informed decisions through intuitive, customized dashboards.

  • Real-time customer comments
  • Performance by time of day and day of week
  • Score comparisons, performance reports, and alerts
  • Comprehensive case management
  • Mobile app reporting and social media analytics

Benchmarking

Leverage our industry-leading portfolio of four benchmark datasets and shed light on your performance when stacked up against the competition.

  • Core survey benchmarks access billions of data points across various categories, regions, and demographics
  • In-depth text benchmarks analyze comments to gain qualitative insights
  • Detailed ratings and reviews benchmarks compare your online ratings and reviews against competitors
  • Buyer journey and purchase funnel analysis relative to the competition 

Unified Experience Management

No more siloed data. Integrate your CX data with your BX and EX data for a complete experience management approach. You can also integrate with your CRM, POS, and other third-party platforms.

  • Unified data dashboard for a comprehensive view of customer journeys
  • Customer segmentation analysis based on demographics, touchpoints, and behaviors
  • Churn reduction by identifying dropout points and at-risk revenue
  • Real-time trend recognition for more precise strategy mapping
  • Predictive analytics forecast and influence customer behaviors
  • Customizable visualizations address your brand's unique research challenges

CX built for you

Capture actionable insights across all experience touchpoints in your customer journey so you can drive the improvements that matter most.

Customer co-creation - Build CX into brand decisions through always-on customer communities.


Customer
co-creation

Build CX into brand decisions through always-on customer communities.

Social listening - Monitor social channels to gain deeper insights into what customers are saying about your brand and your competitors.


Social
listening

Monitor social channels to gain deeper insights into what customers are saying about your brand and your competitors.

Digital platforms - Identify where, when, and how customers engage with your brand online.


Digital
platforms

Identify where, when, and how customers engage with your brand online.

Frontline empowerment - Measure and manage face-to-face customer experiences with tools designed for frontline employees, managers, and regional leaders.


Frontline
empowerment

Measure and manage face-to-face customer experiences with tools designed for frontline employees, managers, and regional leaders.

Customer center - Empower employees with the insights they need to drive meaningful CX improvements.


Customer
center

Empower employees with the insights they need to drive meaningful CX improvements.

Ratings and reviews - Analyze customer feedback from multiple sources to benchmark performance and uncover opportunities for improvement.


Ratings
and reviews

Analyze customer feedback from multiple sources to benchmark performance and uncover opportunities for improvement.

Competitors - Gain a competitive edge with insights into customer behavior at your locations—and your competitors'.


Competitors

Gain a competitive edge with insights into customer behavior at your locations—and your competitors'.

“Our partnership with SMG has allowed us to learn from customer feedback and uncover insights that have helped us improve same-store sales company-wide.”
CEO and President
Krispy Kreme Doughnut Japan Co., Ltd.
“We love our SMG team, they are great partners in helping us really take things to the next level.”
Senior Principal Team Leader, Customer & Market Insights
Chick-fil-A
“SMG offers the professional services and technology solutions we need to serve our guests—enhancing their experience and earning their loyalty.”
Senior Manager of Customer Experience
A major US pizza chain

Leverage our experience management experts

You don’t have to do it alone. SMG’s experience management experts will help you hit the ground running so you can turn comprehensive data and customer insights into action for faster results and ROI.

Recommended resources

Building a customer experience that lasts
Blog
Building a customer experience that lasts
3 min read
Rethinking customer experience: The power of experience design
Blog
Rethinking customer experience: The power of experience design
3 min read
Knowledge Agent from SMG
Video
Knowledge Agent from SMG

Take the next step

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