Ignite Field Intel
Challenge
Enterprise brands operating through franchise and distributed field models, generate operational intelligence every day, but very little of it is captured in a way that supports decision-making at scale.
Operators are closest to what’s really happening in the business. They interact with customers daily, know which offers are performing locally, spot operational issues early, and see competitive activity as it happens. Yet most of these insights stay at store level, shared informally or lost before they ever reach central teams.
This means organizations often rely on performance metrics and customer data without the frontline context needed to fully understand them. Traditional feedback methods are too slow and reactive to capture what’s happening in real time across the network.
The result is a major gap in the intelligence ecosystem: businesses are making decisions without a complete picture of operational reality.
Solution
Ignite Field Intel was built to close that gap.
It gives enterprise teams a structured way to capture continuous, real-time intelligence directly from operators and frontline teams through agile surveys, multimedia activities, and collaborative engagement tools.
The platform transforms what operators see, hear, and experience every day into structured business intelligence that CX and operations teams can act on quickly and confidently.
Benefits
- Capture real-time frontline intelligence
- Add operational context behind performance data
- De-risk strategic decisions and rollouts
- Strengthen operator relationships at scale
- Make faster, more confident decisions
Ignite Digital Collection
Challenge
Digital Experience software is not a new offering, however many approaches are not effective in driving improvements within the digital journey to generate more revenue.
Common frustrations with existing solutions include:
- I know conversion is low, but don’t know why or how to improve
Digital experience isn’t converting at acceptable rates, with high levels of cart abandonment, but I can’t diagnose how or why this is happening, to inform the actions I should take to deliver improvements
- I have blind spots as there is discrepancy between what a user says, and what a user actually does and how they behave online
We have Digital intercepts at key points along digital journey and successfully capture user feedback. But I have blind spots as I can’t play back sessions to see exactly what my customers are doing or how they are behaving
- Disjointed and inefficient combination of digital tools
We have disconnected and separate tools across digital feedback, behavior analytics, and CX which create inefficiencies that slow decision-making and limit impact
Solution
Ignite Digital helps brands maximize every digital interaction, by turning real-time customer behavior and feedback into clear, actionable insights, which enables teams to improve conversion, remove friction, and build lasting loyalty.
This is achieved by unifying three critical dimensions to maximize the digital experience:
- What customers say: Capturing feedback at key moments in the journey
- What customers do: Understanding real behavior through journeys, funnels, and sessions
- What it means: Unify omnichannel signals into clear, prioritized actions to drive experience improvements
With Ignite Digital, organizations can quickly implement a targeted digital listening strategy, engaging with customers at key moments in their journey to capture feedback when it matters most.
Teams can segment visitors, analyze conversion funnels, and replay sessions to understand exactly how users navigate the experience, where friction occurs, and how behavior connects to feedback.
...And all digital insights are unified within Ignite alongside additional experience signals, providing a holistic view of the customer journey. This enables teams to prioritize the right actions, improve digital experiences, and ultimately drive higher conversion and revenue.
Benefits
- Improve digital conversion: Identify and remove friction across the journey, understand why visitors don’t purchase, and turn intent into revenue.
- Reduce experience blind spots: Pair behavioral data with customer voice to see what’s working and what needs the most attention.
- Unify omnichannel performance: Connect digital experience insights with other touchpoints to support a seamless, consistent customer journey
- Turn insight into action faster: Prioritize high-impact changes with real-time feedback and integrated analytics.
SMS and WhatsApp Collection
Solution
SMG is now offering both SMS and WhatsApp survey invitation. Both are increasingly important feedback channels and become a key part of our listening and collection capabilities.
Benefits
- Effective feedback collection: Reach your target audience directly, anywhere and at any time
- Drive response rates: High effective way to reach your customers, with SMS often being treated with more urgency than email, driving response rates
- Link directly to survey: Rather than complete the survey via SMS, the SMS can simply link out to your survey meaning no compromise on feedback quality