Retail Experience Management

Transform customer input into standout retail experiences

Turn every shopping moment into a lasting connection

Retail success isn’t just about what you sell, it’s about the experiences you create. Customers expect seamless, personalized, and convenient shopping journeys based on their needs and preferences, from the marketing promotions they receive through their in-store, online, or mobile experiences.

SMG’s Unified Experience Management® (UXM) approach combines always-on co-creation communities, real-time feedback, and powerful Ignite® AI tools, empowering retail brands to engage directly with customers and employees at every stage—from shaping ideas to refining experiences. This unified approach transforms customer and employee input into actionable insights that drive loyalty, optimize operations, and help you build standout retail experiences from the very beginning.

Trusted by top retail brands to elevate every customer touchpoint

Solving retail’s most pressing challenges

Retail challenges SMG helps address:

Understanding customer needs

Design exceptional experiences in partnership with your customers using co-creation communities.

Meeting rising customer expectations

Identify and prioritize customer pain points and preferences with AI tools.

Creating a seamless journey

Integrate feedback from in-store, e-commerce and mobile touchpoints.

Keeping up with evolving consumer trends

Predictive analytics highlight emerging behaviors.

Proving UXM ROI to leadership

SMG links experience improvements to revenue growth.

Empowering employees

Deliver higher quality service by equipping team members with actionable, location-specific insights.

Experience solutions designed for retail

SMG’s unique combination of communities, AI analytics, and role-based dashboards provides real-time insights that empower retail brands to optimize customer experiences at every stage. 

- Predicts emerging trends and identifies opportunities for improvement.
Ignite

Predicts emerging trends and identifies opportunities for improvement.

- Tracks real-time customer feedback across all retail locations.
smg360

Tracks real-time customer feedback across all retail locations.

- Engages shoppers to co-create products, services, and promotions.
Bulbshare

Engages shoppers to co-create products, services, and promotions.

- Provides hands-on consulting to help translate data into action.

Provides hands-on consulting to help translate data into action.

Case Study

Reducing checkout wait times to improve satisfaction

A national retailer partnered with SMG to analyze shopper frustrations about checkout efficiency. By implementing data-driven improvements, they achieved:

  • 15% reduction in average wait times
  • 10-point increase in customer satisfaction scores
  • Greater frontline efficiency during peak hours
Explore more case studies

Driving measurable retail growth with Unified Experience Management

Retailers that invest in unified BX, CX, and EX programs see real business impact. SMG helps brands:

  • Maximize customer loyalty by incorporating the voice of the customer (VoC) as ideas are being shaped from the beginning
  • Reduce customer churn by addressing pain points before they lead to lost sales
  • Boost repeat purchases by delivering seamless and memorable shopping experiences
  • Enhance brand trust with proactive reputation management and service excellence
  • Improve staff efficiency by aligning employee actions with customer expectations

More than a UXM platform, we’re a strategic retail partner

SMG goes beyond data collection to provide real-world expertise and personalized consulting, ensuring that retail brands maximize the impact of their experience programs across BX, CX, and EX initiatives.

What SMG provides and how it benefits your business:

Proactive guidance

Continuous monitoring and expert recommendations.

Cross-program correlations

Demonstrate the linkage between BX, CX, and EX efforts.

Retail industry benchmarks

Compare performance against leading brands.

Data-driven consulting

Ensure frontline teams act on key insights effectively.

Learn more about our expert insights and consulting services →

Ready to elevate your
Unified Experience Management strategy?

Discover how AI-powered insights, customer collaboration, and expert consulting can drive measurable UXM improvements for your brand.
SEE SMG IN ACTION