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