Experience Management Center
See the truth behind your service experience — not just the numbers.
The Experience Management Center (EMC) is a powerful XMO platform that goes far beyond traditional service management and technical tools. Instead of simply measuring sentiment, operations, or technical performance in isolation, EMC uncovers the real story behind how people experience your products and services.
Most dashboards tell you everything is “green.” But people feel differently.
This disconnect — known as the Watermelon Effect (green on the outside, red on the inside) — leads to declining productivity, rising frustration, erosion of trust, and a loss of credibility in your service or product.
The EMC cuts through the watermelon.
By unifying all experience data into a single, clear experience score, the EMC lets you instantly see what’s really happening and drill straight into root causes before issues escalate.
What Is the Experience Management Center?
Built natively on ServiceNow and available via the ServiceNow App Store, the Experience Management Center is a next‑generation XLA and XMO platform that brings together Sentiment (X), Operational (O), and Technical (T) data into one actionable view.
With the EMC, leaders can:
- Prove value by demonstrating the business impact of improved experience.
- Go beyond SLAs to understand how people truly feel about their product or service.
- Correlate sentiment with operational and technical insights to uncover why people feel the way they do.
- Act confidently, pinpointing root causes and assigning actions within minutes.
- Improve transparency, showing employees and customers what’s really happening.
What the EMC Provides
Full XLA Library
A complete library of proven XLAs built from years of hands on experience. Download and activate XLAs in moments, accelerating time to value.
Visibility & Correlation
Multi layered dashboards linking Experience Ambitions, survey results, incidents, and technical data. Instantly see where friction exists — and how to resolve it.
Actionability
Log problems, launch experience initiatives, set alerts, and track improvements in real time.
Automation
Built in feedback loops that proactively trigger actions when experience thresholds are met.
Proactive Alerts
Prevent issues from spreading by setting immediate alerts for experience-impacting signals.
Flexible Integrations
Native connections to DEX tools, survey platforms, monitoring systems, and external data sources.
Efficient Architecture
No unnecessary ServiceNow data replication — only the data that truly matters is stored.
Gain Facts From Feelings. Drive Outcomes That Matter.
With the EMC, you finally measure what truly matters — the real experience your people and customers have every day. Turn insight into action. Turn experience into measurable value.
Combine the EMC with the XLA Accelerator Program and transform experience performance faster than ever before.
XLABS Global has combined the power of our EMC platform with our ground-breaking XLA Accelerator Program—a complete, end‑to‑end solution designed to deliver immediate value. Leveraging the full XLABS Global XLA Library, the Accelerator enables you to rapidly deploy fully functioning XLAs tailored to your organisation’s unique needs.
This isn’t just a program—it’s your fast track to experience excellence.