What we think

Insights & resources

Fresh thinking, evidence, and viewpoints on redefining experience.

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Definitions

A shared vocabulary for experience. Clear definitions that give every leader, consultant and team the common foundation for experience-led performance.

How to make the case for becoming experience-led

How to build the internal business case for becoming experience-led, and win the leadership support to transform how your organisation manages experience.

When the customer becomes one of five

Why customer experience is only part of the picture. How the Experience Ecosystem Framework™ (XEF) expands the customer into five audiences: consumers, employees, partners, influencers, society.

Why experience now goes beyond two audiences

Customers and employees are no longer enough. Why partners, influencers and society now shape commercial performance, and what it means for experience.

What experience debt is costing you

Experience debt is one of the most consequential liabilities an organisation can carry. What it is, how it accumulates, and what it is costing you now.

Why experience as a discipline is broken

Organisations invest more in experience than ever, yet the gap keeps widening. Why the discipline became fragmented, and what it takes to fix it.

When the customer becomes one of five

Why customer experience is only part of the picture. How the Experience Ecosystem Framework™ (XEF) expands the customer into five audiences: consumers, employees, partners, influencers, society.

Why experience now goes beyond two audiences

Customers and employees are no longer enough. Why partners, influencers and society now shape commercial performance, and what it means for experience.

What experience debt is costing you

Experience debt is one of the most consequential liabilities an organisation can carry. What it is, how it accumulates, and what it is costing you now.

Why experience as a discipline is broken

Organisations invest more in experience than ever, yet the gap keeps widening. Why the discipline became fragmented, and what it takes to fix it.

Definitions

A shared vocabulary for experience. Clear definitions that give every leader, consultant and team the common foundation for experience-led performance.

How to make the case for becoming experience-led

How to build the internal business case for becoming experience-led, and win the leadership support to transform how your organisation manages experience.