Service Management Group Hires SVP, Retail Customer Engagement

Kansas City, Mo. — Service Management Group (SMG), a global customer, patient and employee experience management provider to more than 500 brands, has hired customer experience practitioner and thought leader Brian Dennis as senior vice president, retail customer engagement. He will collaborate with major retailers to change the way they do business, using customer feedback to deliver actionable insights across their enterprise.

Dennis has more than 20 years of experience in customer feedback and retail management at Kohl’s Department Stores, Albertsons and SUPERVALU. As a best-selling author and keynote speaker on the practice of customer experience, Dennis is well versed in helping brands set a strategic course for experience management and for applying that learning to their business to drive outcomes.

“I was an SMG client for years, and the organization is so much more than a software provider,” says Dennis. “My SMG team understood our business and goals well enough to provide retail thought leadership and insights I couldn’t get with SaaS providers. Working together on the Kohl’s business, we were able to drive year-over-year improvements in overall satisfaction and a best-in-class ranking in the department store and big box space. And now I’m in a unique position to use my experience as a practitioner to help other brands set strategy and deliver outcomes.”

“Brian knows his stuff,” says SMG’s president, Michele Vance. “We were lucky to have him as a client, and we’re lucky to have him in a position to help partners and potential clients. Brian is a great match for SMG, and we’re beyond excited to have him on the team.”

For more information, visit


SOURCE: Service Management Group (SMG)

Tagged under