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 SMG DIFFERENCE

Turn every customer voice into growth.

Hear more, understand faster and act sooner with six Ignite CX products built to work as one.

Customer Surveys

Customer Surveys

Hear from every customer, your way.

  • VOC Survey: track scores and trends consistently across every location
  • Conversational Survey: get the full story, with questions that adapt to each customer
  • Use one or both, in one platform

Create and publish a survey in under 15 minutes.

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comment-explorer-laptop

Comment Explorer

Find out what customers say, and why.

  • Bring comments from surveys, reviews, digital and contact center into one view
  • Summarize thousands of comments in seconds with AI
  • Flag critical comments that need action now

Our AI pulls 4x more insights from every comment.

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knowledge-agent

Knowledge Agent

Ask your feedback anything.

  • Ask questions in plain language, get answers in seconds
  • Compare products, locations and time periods
  • Find what drives your top and bottom performers

Answers in seconds, not hours of manual reporting.

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location-home-laptop-600

Location Home

Drive experience improvements at every location.

  • See the two areas that hurt satisfaction most, and when
  • Spot open and urgent customer cases
  • Compare your location against your region and company goals

Get in, get what you need, get on with your day.

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Loop-Laptop

Loop

Turn reviews and cases into revenue.

  • Bring online reviews and survey cases into one workflow
  • See which ones need a reply first
  • Draft fast, on-brand replies with AI

Customers who get a response are 2x as likely to buy again.

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field intel devices

Field Intel

CX data shows what’s happening. Field Intel explains why.

  • Ask frontline teams targeted questions by role, region or location
  • Collect answers, photos and videos straight from the field
  • Turn responses into clear themes with AI

Answers from your frontline in 48 hours, not weeks.

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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
Major US Restaurant
“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
"Based on [SMG] insights we took several actions, which resulted in increased member renewals, more reward redemptions, and greater overall online spending."
Bo Lowery
Vice President of Marketing | Wild Birds Unlimited, Inc.

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.

Explore

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