The SMG Difference – Unified, Insight-Led Experience Management

A purpose-built AI platform with a human touch

Great experiences don’t just happen; they’re intentionally designed to be exceptional from the start.

SMG helps brands move beyond reactive improvements by involving their customers and employees early in the process—when decisions about products, services, and brand strategies are still taking shape. By identifying what matters most from the beginning, companies can create experiences that drive satisfaction, loyalty, and business growth.

When you involve people early, you build smarter, faster, more relevant experiences. But the real advantage comes when those experiences are unified across your brand, customer, and employee ecosystems. This is Unified Experience Management® (UXM). By unifying BX, CX, and EX and connecting insights across every stage, we help brands deliver experiences that are not only well-designed, but consistently delivered.

Ignite®, our AI-native platform, powers this approach by delivering real-time insights and strategic recommendations. Paired with our software-with-a-service (SwaS) model, SMG ensures companies collect feedback and act on it. With the right tools and expertise, brands can drive meaningful change, fast and at scale.

Building engagement through co-creation communities

The best brands don’t just listen to customers; they create with them. With Bulbshare from SMG, our always-on digital community solution, you can co-create ideas, refine product positioning, test marketing campaigns, and define experiences before they ever reach the market. Engage customers and employees authentically, turn insights into innovation, and build lasting brand advocates.

Guiding the entire journey via Unified Experience Management

Customer experience isn’t isolated to the point of purchase. It encompasses what you offer, how you offer it, and the employees that represent you. SMG is the only partner that combines brand, customer, and employee experience management into a single, AI-native platform.

Driving results with AI that goes beyond data

Traditional analytics tell you what happened. Ignite tells you why it happened and what to do next. With AI agents that analyze patterns, predict outcomes, and automate recommendations, you get faster, more actionable insights tailored to your industry.

Empowering every team from insights to execution

Great insights mean nothing if they don’t reach the right people. Ignite and smg360® provide role-based insights and real-time recommendations to everyone in your organization, from frontline teams to executives. Easy-to-use dashboards highlight focus areas, so your teams know where to start and what to do next.

Proving the ROI of experience management

With Ignite’s predictive AI and smg360®’s advanced reporting, you can see exactly how experience improvements impact satisfaction, loyalty, operational efficiency, and revenue.

Unleashing the power of human expertise and AI

SMG has built our AI-native platform based on decades of experience in the industry. We also use our own technology to provide hands-on professional services, expert benchmarking, and strategic guidance to ensure your experience program delivers real business results.