What is OX?
Experience is shaped by operations. Operations are informed by experience. Operational Experience connects both.
What is Operational Experience?
Operational Experience is the category that connects what people experience with the operations that shape it. It links signals, work, owners, assets, vendors, standards, incidents, risks and evidence into one operational record.
Two gaps. One record.
Operations still run in the gaps — work in one place, assets in another, vendors and risks somewhere else again. The experience is created every day. The operational record is missing.
Experience signals run in the gaps too — surveys and dashboards that capture experience signals and feedback, with no connection to the operational work that caused it or the follow-through that would change it.
ActualCo is the connected record between what people experience and the operations that created it.
What Operational Experience means
Operational Experience connects what people experience with the operations that shape it.
The connected record between experience signals and operational follow-through — with ownership, evidence, insight and memory.
What OX actually means
The definitions below are what we mean when we say Operational Experience, the operational record and operational memory.
- Operational Experience
- Operational Experience connects what people experience with the operations that shape it. The connected record between experience signals and operational follow-through — with ownership, evidence, insight and memory.
- Operational record
- The operational record is the single connected place where signals, work, assets, vendors, standards, incidents, risks and evidence live together with ownership and follow-through.
- Operational memory
- Operational memory is what carries forward across the OX loop — decisions, outcomes and lessons that shape the next experience signal. When knowledge sits with key people alone, continuity is fragile; the record should stay even when people move on.
The OX loop
One loop, six stages, no broken links
The OX loop closes when operational memory shapes the next experience signal. Skip any stage and the loop breaks: signals do not become action, action does not produce evidence, evidence does not become memory.
How a signal becomes operational memory
Experience signal
What people experience
Operational record
What operations sees
Ownership
Who acts
Evidence
What was done
Insight
What we learn
Operational memory
What carries forward
The loop closes when shapes the next experience signal.
The operational record
Eight inputs, one connected record
The operational record connects signals, work, assets, vendors, standards, incidents, risks and evidence into one place. Ownership and follow-through live alongside the work. Stakeholder views read from the same record without rebuilding their reporting layer.
See the full platformEight inputs, one connected record
- Signals
- Work
- Assets
- Vendors
- Standards
- Incidents
- Risks
- Evidence
Where ActualCo fits
The patchwork is not a strategy
On one side, experience management platforms capture experience signals and feedback. On the other, operations tools manage fragments of the work. Neither connects what people experience to the operational record that shaped it — or the follow-through that changes it.
| Category | Strength | What is missing |
|---|---|---|
| Experience management platforms | Capture sentiment, surveys, NPS and feedback | No operational record. No follow-through. Signals stop at the dashboard. |
| CMMS | Manage maintenance and assets | Blind to experience signals. No connected record of why work was needed or what changed. |
| Helpdesk / ticketing | Capture requests and issues | No connected asset history, vendor trail, standards layer or operational memory. |
| BI / analytics platforms | Report on available data | Data without ownership, follow-through or evidence. |
| ERP / finance systems | Manage enterprise transactions | Operational follow-through work falls outside. |
| ActualCo | The connected operational record between what people experience and the operations that shape it | — |
Frequently asked questions
- What is Operational Experience?
- Experience is shaped by operations. Operations are informed by experience. Operational Experience (OX) is the category that connects the two — the record between what people experience and the operations that created it.
- How is OX different from customer experience or operations tools?
- Experience management platforms capture experience signals and feedback. They do not connect to the operational work that caused it or the follow-through that changes it. Operations tools manage fragments of the work but are blind to experience signals. OX connects the two.
- What is the operational record?
- The operational record is the single connected place where signals, work, assets, vendors, standards, incidents, risks and evidence live together with ownership and follow-through.
- How does the OX loop work?
- Experience signal becomes an operational record. The record gets ownership. Owners produce evidence. Evidence becomes insight. Insight becomes operational memory the next signal can draw on.
Insight to Impact
Make Operational Experience tangible in your environment
Walk through Actual Experience for your operating environment, or map the first workflow with our team.