Gain real-time visibility into experience trends, key sentiment drivers, and operation/technical trends. Our Experience Management Center 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.
- 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 and their lifecycle
- Define data sources (operational and technical)
- Relate out of the box surveys to the XLA (sentiment collection)
- Communicate scores to you customers and/or eomployees (via portal)
- Pro active alert management
- Define and manage scoring & weighting
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
Experience Management Center – September 2026 Release
Release Summary
This release helps teams connect experience data to people, run survey campaigns with more confidence, and manage targeting and integrations from one place.
- Measurement results can now be linked to users.
- Survey sampling is easier to plan, review, and send.
- Campaign setup follows a clearer step-by-step path with focus and audience presets.
- Advanced audience rules support related-list conditions for precise targeting.
- Sample quality checks help avoid sending surveys to too few people.
- Report matrices can be filtered by audience attributes when user linking is enabled.
- New integrations bring in Happy Signals feedback and Digital Experience scores.
- Navigation from campaign setup to export and dispatch is smoother.
What Is New
Link measurements to people
- Individual measurement datapoints can now be linked to a user.
- This makes it easier to see who contributed to a score, not just the score itself.
- Works for survey data from outside ServiceNow and for data from inside ServiceNow, such as incidents and requests.
- If a person cannot be matched, the measurement is still saved.
- When enabled, experience profile values can be stored for richer reporting and sampling filters.
Survey sampling campaigns
- A new Survey Sampling Campaign Builder guides you through creating a survey campaign step by step.
- You can define what the campaign is about, who should take part, how precise the sample should be, and when it should run.
- Audience filters help narrow the group by location, department, device type, or experience profile.
- The wizard shows how many people are in scope and warns when the sample may be too small for reliable results.
- A readable summary explains the active audience in plain language before you publish.
- You can preview eligible and ineligible people in the sample without leaving the wizard.
Campaign focus and audience presets
- Focus cards help you state what the campaign is about, such as digital workplace, service desk, onboarding, applications, projects, or change.
- Audience preset cards speed up targeting with ready-made groups such as office workers, managers, mobile users, new employees, field teams, and more.
- When you select multiple audience presets, you can choose whether people must match any group (OR) or every group (AND).
- After you pick a focus, practical audience suggestions help you choose who to include.
- Administrators can add custom focus and audience cards with their own images; custom cards replace the shipped defaults in the wizard when they are active.
Advanced audience conditions
- Beyond preset cards and simple filters, you can open an advanced condition builder for full control over the audience.
- The builder uses the ServiceNow condition builder, including related-list rules, so you can target people based on linked records.
- Conditions are saved with draft campaigns and restored when you reopen the wizard.
- You can switch between simple preset targeting and advanced conditions as your campaign takes shape.
Smarter audience checks
- The system highlights users who are not eligible to receive a survey and explains why.
- Common reasons include a recent survey or membership in another active campaign.
- Authorized sampling administrators can grant eligibility overrides when appropriate.
- This helps reduce survey fatigue and improves response quality.
Export and send surveys
- You can export a random sample to Excel for review or further use.
- Published surveys can be sent directly to the random sample from the wizard.
- Dispatch history is available so you can see what was sent and when.
- Clear messages explain when a survey cannot be sent, for example when no questions are available.
EMC Admin Portal
- A central EMC Admin Portal brings together general settings, license, sampling defaults, user linking, and integrations.
- Sampling defaults, such as frequency rules and eligibility windows, can be configured in one place.
Audience filters in experience reports
- When user linking is enabled, XLA matrix reports can be filtered by audience attributes such as department, location, company, and experience profile.
- Filters apply across child XLAs in the matrix so you can compare scores for specific groups.
- Administrators choose which user fields are available as report filters.
Data integrations
- Happy Signals survey responses can be imported into EMC as experience data, including campaign names and respondent comments.
- A guided REST Connection Wizard helps set up outbound push and inbound pull integrations, including credential checks and sync settings.
- The integrations area in Admin shows which connections are enabled and links to their configuration.
- ServiceNow Platform version Yokohama or higher
To enable the experience team to create and manage the surveys you need to add the OOTB roles:
survey_reader & survey_creator
To enable the experience team to use the Experience Management Center workspace you need to add the OOTB role:
canvas_user