A CASE STUDY OF APPLYING THE EXPERIENCE STRATEGY FRAMEWORK FOR BUSINESS TRANSFORMATION IN THE ERA OF EXPERIENCE ECONOMY
DS 136: Proceedings of the Asia Design and Innovation Conference (ADIC) 2024
Year: 2024
Editor: Yong Se Kim; Yutaka Nomaguchi; Chun-Hsien Chen; Xiangyang Xin; Linna Hu; Meng Wang
Author: Lai, Michael T.; Tang, Hsien-Hui
Series: Other endorsed
Institution: X Thinking Institute & TANG Consulting, National Taiwan University of Science and Technology
Page(s): 416-424
Abstract
This paper presents a case study of the Experience Strategy Framework (XSF) applied to a business transformation project within the experience economy. The XSF integrates key dimensions—people, experience, brand, and organization—to guide holistic, experience-oriented strategies that align business goals with customer needs. By detailing the rebranding of a leading home furnishings company in Taiwan, this study highlights how the XSF can address complex business challenges through a dynamic, relationship-based approach. The case study demonstrates the framework’s ability to overcome siloed business functions, enhance customer engagement, and provide a foundation for long-term competitiveness. Furthermore, the study underscores the evolving nature of the XSF as it adapts to new industry practices, making it a valuable tool for both academic research and professional application. Future work will focus on integrating experience management with XSF to form a continuous growth model for experience-driven businesses.
Keywords: Experience Strategy Framework, Experience Management, Brand Experience, Customer Engagement, User-Centered Design, Organizational Strategy, Experience-Driven Business.