Gain real-time visibility into experience trends, key sentiment drivers, and operation/technical trends. Our Experience Management Center contextually surfaces experience findings, best practices, and recommendations as users interact with the platform, ensuring continuous improvement.
Monitor all experience-related configurations and changes across the ServiceNow platform. Initiated modifications requests for customer or employee experience are automatically flagged, enabling governance teams to assess, approve, or refine interventions proactively.
Streamline experience-driven initiatives with automation.
- Automate experience assessments and sentiment checks
- Validate XLAs against real-time service data
- Generate experience improvement initiatives
Unlock deep insights into service quality, user sentiment, and operational performance with our built-in experience intelligence dashboards. Track key metrics such as:
- XLA trends
- Experience bottlenecks & friction points
- Operational & technical impact of experience improvements
Conduct comprehensive experience audits to identify experience gaps and improvement areas across the organization. The Experience Management Center is created to build and maintain your XLA’s utilizing the ServiceNow data model. The following features are available:
- Create new XLA’s
- Manage the XLA’s and their lifecycle
- Define data sources (operational and technical)
- Relate out of the box surveys to the XLA (sentiment collection)
- Communicate scores to you customers and/or eomployees (via portal)
- Pro active alert management
- Define and manage scoring & weighting
Manage and monitor Experience based according to the Experience Management Framework (XLA Institute).
Gain real-time visibility into experience trends, key sentiment drivers, and operation/technical trends. Our XMO platform contextually surfaces experience findings, best practices, and recommendations as users interact with the platform, ensuring continuous improvement.
Monitor all experience-related configurations and changes across the ServiceNow platform. Initiated modifications requests for customer or employee experience are automatically flagged, enabling governance teams to assess, approve, or refine interventions proactively.
Streamline experience-driven initiatives with automation. Our XMO allows teams to:
· Automate experience assessments and sentiment checks
· Validate XLAs against real-time service data
· Generate experience improvement initiatives
Unlock deep insights into service quality, user sentiment, and operational performance with our built-in experience intelligence dashboards. Track key metrics such as:
· XLA trends
· Experience bottlenecks & friction points
· Operational & technical impact of experience improvements
Conduct comprehensive experience audits to identify experience gaps and improvement areas across the organization. The Experience Management Center is created to build and maintain your XLA’s utilizing the ServiceNow data model. The following features are available:
· Create new XLA’s
· Manage the XLA’s
· Define data sources (operational and technical)
· Relate out of the box surveys to the XLA (sentiment collection)
· Communicate scores (via portal)
· Define and manage scoring & weighting
Experience Management Center – April 2026 Release
Release Summary
This release makes day-to-day use easier from setup through reporting.
- Setup is clearer.
- Data import is more reliable.
- Score views are more consistent.
- Navigation from summary to detail is smoother.
- Historic data loading is easier to run.
What Is New
Easier setup for administrators
- The connection setup now follows a clearer step-by-step path.
- Testing the connection is easier before going live.
- License setup guidance is clearer.
Better data import behavior
- Data updates are checked more carefully when they arrive.
- Error messages are clearer when data is missing or in the wrong format.
- Success and failure responses are more consistent.
More consistent scoring
- Scores now behave more consistently across views.
- Changes in setup are reflected more reliably in updated scores.
- Matrix cell colors now apply threshold boundaries consistently: green, amber, and red states map correctly to score bands.
- Parent XLA rollups now normalize child scores to the parent scoring scale before averaging.
- Parent rollups now ignore missing child score values instead of treating them as zero.
- Calculate Overall now recalculates both parent and child XLAs when run from either context.
Smoother navigation
- Users can move from dashboard cards to detailed views with fewer clicks.
- Opening related lists and records from the matrix is more reliable.
- Internationalization support has been expanded for global teams.
Improved historic data loading
- Adding older missing data is easier.
- Completion behavior is clearer.
- Refresh after completion is more dependable.
Better support visibility
- Support teams can follow requests more easily when troubleshooting.
- Matrix data handling now uses platform HTTP effects for more consistent request tracking and easier diagnostics.
- This helps reduce time to resolve issues.
User Impact
- Faster setup for new customers and teams.
- Fewer surprises during data import.
- Easier path from summary to action.
- Better reliability when loading older data.
Security and Access
- Access rules remain in place to protect data.
- Administrator review is still required when setting up new connections.
- ServiceNow Platform version Yokohama or higher
To enable the experience team to create and manage the surveys you need to add the OOTB roles:
survey_reader & survey_creator
To enable the experience team to use the Experience Management Center workspace you need to add the OOTB role:
canvas_user