Touchwork is the Experience Operations (XO) company. For more than 20 years, we've helped organizations hear from the people they serve in the moment, find the operational issue behind every poor experience and fix it before it impacts customers, revenue or trust.
Touchwork is the Experience Operations (XO) company. We help organizations detect the operational issues behind poor experiences. By connecting real-time feedback with operational data, Touchwork helps teams identify the cause, take the right action and prevent issues from happening again before they impact revenue or trust.
We've all had a bad experience. Cold food. A dirty restroom. A broken vending machine. Most organizations hear about those moments after the fact, and even then they don't always know what caused them. We started Touchwork to close that gap, and we've spent more than two decades doing it.
Sentiment tells you something's wrong. We tell you why.
We've never fit neatly into one software box, because the problem we solve doesn't either. Experience Operations brings four separate categories together on one platform.
| Traditional category | What it does on its own | What XO adds |
|---|---|---|
| Feedback platforms | Collect opinions and survey responses | Ties every response to a location, an owner and an action |
| Audit platforms | Conduct inspections and ensure compliance | Connects audit results to what customers actually felt |
| Workflow tools | Assign and track issues | Starts the workflow the moment a customer flags a problem |
| Business intelligence | Analyze and report on data | Shows the root cause, not just the score |
In 2003, when mobile technology was still in its infancy, Touchwork launched the first service in the world that let customers share in-the-moment feedback by text message, with real-time reporting and alerts. The idea was simple: the best time to hear about a problem is while you can still fix it.
Our customers quickly showed us that feedback was only the start. A complaint about a dirty restroom led to a question about cleaning schedules. A low dining score led to a question about food safety checks. So we built the tools to answer those questions: operational audits and inspections, mystery shopping, issue reporting, service requests, surveys, messaging, dashboards and AI insights, all on one platform we called Kinetica.
Today that platform has a new name that reflects everything it does: XOP, the Experience Operations Platform. The solutions our customers rely on haven't changed. What's changed is that the industry finally has a name for what we've always done. That's Experience Operations.
To help every organization identify the operational issues behind poor experiences and resolve them for good, so the people they serve feel heard, cared for and choose to return.
A world where every organization delivers experiences that exceed the expectations of the people it serves.
Run your business on experience.
We measure our success by yours: fewer complaints, faster fixes, better scores and contracts renewed.
From the first text message feedback service in 2003 to AI that surfaces root causes, we build what our customers need next.
Our team sets up your program, builds your forms and signage and stays with you long after launch.
We protect your data, keep our commitments and own the outcome, the same accountability XOP brings to your teams.
Every Touchwork solution runs on XOP, the Experience Operations Platform. Instead of separate tools for feedback, inspections, workflows and reporting, XOP connects them on one record, so teams can move from noticing a problem to solving it, and keep it solved.
Each solution works on its own, so you can start with exactly what you need. Bring multiple solutions together with XOP Enterprise for visibility across your whole organization. See the XOP Platform
From college dining halls to airport restrooms, hospital trays to vending machines, our customers serve millions of people every day across the USA, Canada, UK, South Africa and beyond. Wherever an experience is shaped by operations, XOP helps the teams behind it.
“We've been using TxtandTell for several years now, and it's hands down the best system I've ever employed. The introduction of AI response assistance was nothing short of genius! The Touchwork team is great.”
XOP is SOC 2 Type 2 compliant, so the data your customers, patients and students share is handled with the highest standards of security and confidentiality.
Our team handles program setup, feedback questions, audit and inspection forms, signage graphics and reporting. We work alongside yours from launch through ongoing support, so your team can focus on acting on what they learn.
Tell us about your locations, your teams and your goals, and we'll show you what Experience Operations can do for you.
