An end-to-end situation awareness system to monitor, track, and improve a customer experience in service delivery includes network interfaces communicatively coupled to a plurality of devices distributed throughout a service location; one or more processors; and memory comprising computer-executable instructions, the computer-executable instructions include: operations bots for each operations role in the service delivery, the operations bots track and control their respective goals associated with different services, customers, teams and situations in the service delivery, and the operations bots receive data from associated interfaces from personnel in the operations role and provides feedback as a data-driven personalized operations assistant based on processing; and customer bots for each customer in the service delivery, the customer bots provide automated monitoring, escalation and intervention to handle any customer scenario in real-time in the service delivery, and wherein the customer bots receive data from associated sensors, wearable devices, and mobile devices associated with customers.
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