The Experience Operations Company

Run your business on experience.

Every poor experience starts with an operational issue. We help you find the cause, alert the right team, resolve it quickly, and make sure it doesn't happen again, before it impacts customers, revenue, or trust.

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Experience operations

· All sites, live

Sample view

87 Index

Signals · last 16 hours

+38% vs. shift avg

14

Open cases

1

SLA at risk

One case, five stages

18:42 · REAL-TIME FEEDBACK · SITE 14

“Wait over 20 minutes.” Three responses in four minutes, all from the same location.

Listen +Understand +Act +Communicate +Monitor = Success

Why XO

Why Companies Are Focusing on Experience Operations

Most organizations already collect feedback and run operational audits.

The problem is that those signals live in separate tools, owned by separate teams. A complaint about long wait times gets answered, but nobody connects it to the understaffed station behind it, or notices it has been building for weeks. Experience Operations closes that gap by bringing experience data, operational data and action together, so teams fix the cause, not just the complaint.

An illustration of the Listen, Understand, Act, Communicate, Monitor operating loop.

Running on Touchwork

The operating loop

One platform. Know sooner. Act faster. Improve continuously.

Every poor customer experience points to an operational issue. Touchwork helps organizations detect operational issues, resolve them quickly, and continuously improve operations before those issues impact revenue or trust.

01

Listen

Real-time feedback from the moment it happens, not weeks later in a report.

02

Understand

Feedback joined to operational data and audit history, so the cause is visible.

03

Act

The right person notified immediately, with clear ownership and clear progress.

04

Communicate

Close the loop with the guest, the team and the client, with a record to prove it.

05

Monitor

Continuous tracking after the fix, so improvements hold and new issues surface early.

Solutions.

Each solution works on its own, so you can start with exactly what you need. For greater visibility and impact across your organization, bring multiple solutions together with XOP Enterprise.

Explore solutions → See the full platform →

XOP Listen Listen

Real-Time Customer Feedback and Survey Software

Combining real-time feedback through text, QR codes, and online channels with surveys that reveal satisfaction trends and customer needs. Instant alerts help your team respond quickly, resolve concerns, and recognize great service.

XOP Listen product screenshot

Learn more about XOP Listen →

Industries.

Built for the teams behind every great experience.

Higher Education team at work

Higher Education

Connect student feedback, operational audits, and service requests to improve dining and auxiliary services across campus. Give teams the insight to respond quickly, deliver consistent service, and show how their work makes campus life better.

K-12 and Public Institutions team at work

K-12 and Public Institutions

Replace paper forms and disconnected processes with simple tools for feedback, inspections, reporting, and faster action across schools and public facilities.

Healthcare & Senior Living team at work

Healthcare & Senior Living

Bring patient, resident, and client feedback together with operational audits to improve service, safety, and satisfaction across hospitals, senior living communities, dental offices, private practices, and other care providers.

Food Service & Hospitality team at work

Food Service & Hospitality

Combine guest feedback, food safety audits, and operational insights to improve service, maintain standards, and deliver consistently better dining, hospitality, and wellness experiences.

Facilities & Property Management team at work

Facilities & Property Management

Make it easy to report, track, and resolve cleanliness, maintenance, safety, and equipment issues before they affect occupants, operations, or trust.

Travel & Transportation team at work

Travel & Transportation

Capture real-time passenger feedback and monitor operations across airports, bus terminals, train stations, and cruise terminals to improve cleanliness, safety, service, and the overall travel experience.

Entertainment & Attractions team at work

Entertainment & Attractions

Capture guest feedback and monitor operations in real time to improve cleanliness, safety, service, and the overall experience across busy venues and attractions.

Retail team at work

Retail

Connect customer feedback with store audits and operational data to improve service, address issues faster, and create more consistent experiences across every location.

Associations team at work

Associations

Help associations deliver benchmarking programs that turn shared data into practical value for every participating organization.

Sentiment tells you something's wrong. We tell you why.

29%

of consumers stopped using or buying from a brand because of a poor online or in-person customer experience.

PwC, 2025 Customer Experience Survey

4.36 vs. 3.55

Average customer experience scores (out of 5) for organizations analyzing customer feedback in real time versus annually.

Deloitte Digital, 2025

83%

of service leaders say poor data quality limits their service analytics success.

Know sooner. Act faster. Improve continuously.

Discover what XOP can do for your operations.

Schedule a discovery call