From Feedback to Financial Impact – The ROI of Unified Experience Management

How Unified Experience Management® Drives Real Business Results with Josie Gaeckle, SVP at SMG  

Every CX leader is under pressure to deliver more than just great customer feedback—they need to show real, bottom-line impact. In this episode of CX Today, host 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 ownership of customer, employee, and brand experiences. But it doesn’t have to stay that way.  

SMG’s approach to Unified Experience Management—bringing together customer, employee, and brand feedback into a single data ecosystem—helps organizations connect the dots between action and outcomes.  

Discover why experience metrics aren’t 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’s possible for CX leaders in 2026 and beyond.  

NEXT STEPS: Want to see how SMG’s Ignite® platform helps brands drive measurable experience improvements? Visit smg.com to learn more. 

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