{"id":76795,"date":"2025-12-01T10:18:38","date_gmt":"2025-12-01T10:18:38","guid":{"rendered":"https:\/\/www.cxtoday.com\/?p=76795"},"modified":"2025-12-01T10:18:38","modified_gmt":"2025-12-01T10:18:38","slug":"from-feedback-to-financial-impact-the-roi-of-unified-experience-management-smg","status":"publish","type":"post","link":"https:\/\/www.cxtoday.com\/tv\/from-feedback-to-financial-impact-the-roi-of-unified-experience-management-smg\/","title":{"rendered":"From Feedback to Financial Impact \u2013 The ROI of Unified Experience Management"},"content":{"rendered":"<p><iframe loading=\"lazy\" title=\"CX Today, From Feedback to Financial Impact \u2013 The ROI of Unified Experience Management\" src=\"https:\/\/www.buzzsprout.com\/1557728\/episodes\/18277699-from-feedback-to-financial-impact-the-roi-of-unified-experience-management?client_source=small_player&amp;iframe=true\" width=\"100%\" height=\"73\" frameborder=\"0\" scrolling=\"no\"><\/iframe><\/p>\n<p><strong>Rob Scott<\/strong> sits down with <strong>Josie Gaeckle, Senior Vice President of Client Insights at SMG<\/strong>, to break down how Unified Experience Management is turning data into revenue, retention, and ROI.<\/p>\n<p>How does improving customer experience actually impact revenue? Josie reveals why many organizations struggle to show ROI: siloed data, lack of analytical maturity, and disjointed ownership of customer, employee, and brand experiences. But it doesn\u2019t have to stay that way.<\/p>\n<p>SMG\u2019s approach to Unified Experience Management\u2014bringing together customer, employee, and brand feedback into a single data ecosystem\u2014helps organizations connect the dots between action and outcomes.<\/p>\n<p>Discover why experience metrics aren\u2019t enough without linking them to business metrics. Learn how predictive analytics and AI are reshaping the ROI conversation. Hear a real-world case study from Sally Beauty that ties associate behavior to average spend. Explore how cross-functional alignment with finance and operations is the secret to scaling success. Josie also offers a future-focused look at how prescriptive AI and real-time journey analytics are redefining what\u2019s possible for CX leaders in 2026 and beyond.<\/p>\n<p>NEXT STEPS: Want to see how SMG\u2019s Ignite\u00ae platform helps brands drive measurable experience improvements? Visit <a href=\"https:\/\/smg.com\/\">smg.com<\/a> to learn more.<\/p>\n<p>Looking for more thought leadership on CX strategy? Subscribe to CX Today and don\u2019t miss our upcoming interviews with industry leaders shaping the future of experience.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Rob Scott sits down with Josie Gaeckle, Senior Vice President of Client Insights at SMG, to break down how Unified Experience Management is turning data into revenue, retention, and ROI. How does improving customer experience actually impact revenue? Josie reveals why many organizations struggle to show ROI: siloed data, lack of analytical maturity, and disjointed [&hellip;]<\/p>\n","protected":false},"author":6,"featured_media":76799,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"video","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[60908],"class_list":["post-76795","post","type-post","status-publish","format-video","has-post-thumbnail","hentry","category-tv","tag-artificial-intelligence","tag-business-intelligence","post_format-post-format-video","brands_to_track-smg","editorial_type-interview","intent-evaluation","target_audience-dual"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v25.3.1 (Yoast SEO v25.3.1) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>From Feedback to Financial Impact \u2013 The ROI of Unified Experience Management - CX Today<\/title>\n<meta name=\"description\" content=\"CX Today covers news including Artificial Intelligence, Business Intelligence and more.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.cxtoday.com\/tv\/from-feedback-to-financial-impact-the-roi-of-unified-experience-management-smg\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"From Feedback to Financial Impact \u2013 The ROI of Unified Experience Management\" \/>\n<meta property=\"og:description\" content=\"CX Today covers news including Artificial Intelligence, Business Intelligence and more.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.cxtoday.com\/tv\/from-feedback-to-financial-impact-the-roi-of-unified-experience-management-smg\/\" \/>\n<meta property=\"og:site_name\" content=\"CX Today\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/CXTodayNews\/\" \/>\n<meta property=\"article:published_time\" content=\"2025-12-01T10:18:38+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2025\/11\/SMG-From.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"850\" \/>\n\t<meta property=\"og:image:height\" content=\"425\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Rob Scott\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@robscottnews\" \/>\n<meta name=\"twitter:site\" content=\"@cxtodaynews\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Rob Scott\" \/>\n\t<meta name=\"twitter:label2\" content=\"Estimated reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"2 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/www.cxtoday.com\/tv\/from-feedback-to-financial-impact-the-roi-of-unified-experience-management-smg\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.cxtoday.com\/tv\/from-feedback-to-financial-impact-the-roi-of-unified-experience-management-smg\/\"},\"author\":{\"name\":\"Rob Scott\",\"@id\":\"https:\/\/www.cxtoday.com\/#\/schema\/person\/f19081c4679305342a54f09c4c9df308\"},\"headline\":\"From Feedback to Financial Impact \u2013 The ROI of Unified Experience Management\",\"datePublished\":\"2025-12-01T10:18:38+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/www.cxtoday.com\/tv\/from-feedback-to-financial-impact-the-roi-of-unified-experience-management-smg\/\"},\"wordCount\":237,\"publisher\":{\"@id\":\"https:\/\/www.cxtoday.com\/#organization\"},\"image\":{\"@id\":\"https:\/\/www.cxtoday.com\/tv\/from-feedback-to-financial-impact-the-roi-of-unified-experience-management-smg\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2025\/11\/SMG-From.jpg\",\"keywords\":[\"Artificial Intelligence\",\"Business Intelligence\"],\"articleSection\":[\"CX TV\"],\"inLanguage\":\"en-GB\",\"copyrightYear\":\"2025\",\"copyrightHolder\":{\"@id\":\"https:\/\/www.cxtoday.com\/#organization\"}},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.cxtoday.com\/tv\/from-feedback-to-financial-impact-the-roi-of-unified-experience-management-smg\/\",\"url\":\"https:\/\/www.cxtoday.com\/tv\/from-feedback-to-financial-impact-the-roi-of-unified-experience-management-smg\/\",\"name\":\"From Feedback to Financial Impact \u2013 The ROI of Unified Experience Management - 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