Strategic Focus Areas
Experience and growth diagnostics
Experience enablement and operating models
Go-to-market and portfolio strategy
Go-to-market and portfolio strategy
Experience enablement and operating models
Go-to-market and portfolio strategy
Performance and monetization strategy
Experience enablement and operating models
Experience enablement and operating models
Experience enablement and operating models
Experience enablement and operating models
Experience enablement and operating models
The Human–Physical–Digital Experience Framework
The Human–Physical–Digital (HPD) Experience Framework helps organizations:
- Identify where experience performance breaks down
- Prioritize opportunities with the greatest impact
- Align teams around a shared growth roadmap
Delivering Experience-Led Growth
3+3 Model
Experience strategy is anchored in three core experiences, the HPD Framework, enabled by three foundational capabilities.
Together, they ensure experiences scale, perform, and deliver measurable business impact.
Core Experience Pillars + Enablers
Human Experience
Build trust, confidence, and emotional connection at critical moments in the customer journey.
Physical Experience
Design environments that reinforce brand value, guide decisions, and balance experience objectives with real estate and capital efficiency.
Digital Experience
Digital Experience
Create technology-enabled experiences with clear objectives that simplify discovery, evaluation, and conversion across digital touchpoints.
People & Culture
Data & Measurement
Digital Experience
Clear roles, ownership, and organizational alignment that enable teams and partners to deliver the intended experience.
Process & Systems
Data & Measurement
Data & Measurement
Repeatable, scalable processes that reduce cost, time, and reliance on one-off initiatives while maintaining flexibility.
Data & Measurement
Data & Measurement
Data & Measurement
Metrics and feedback loops that connect experience decisions to business performance and enable continuous optimization.
