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Experience operations

What is experience operations?

Experience Operations (XO) helps organizations detect the operational issues behind poor experiences. By connecting real-time feedback with operational data, teams can identify the cause, take the right action, and prevent issues from happening again before they impact revenue or trust.

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Running on Touchwork
Why it matters

Sentiment tells you something is wrong. Experience operations tells you why.

Most organizations already collect feedback. Surveys, reviews, and ratings show when satisfaction drops, but not what caused it or who is responsible for fixing it.

Experience operations closes that gap. It treats every piece of feedback as an operational signal, joins it to the data that explains it, such as audit history, service records, and site performance, and routes it to the person who can act.

The result isn't just knowing something went wrong. It's knowing why, fixing it quickly, and confirming it stayed fixed.

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.
Listen +Understand +Act +Communicate +Monitor = Success

What changes when you run on experience operations

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.
Gartner

XO is the discipline. See how the XOP Platform puts it into practice →

Know sooner. Act faster. Improve continuously.

Discover what XOP can do for your operations.

Schedule a discovery call