EMPACT is a framework to deepen the emotional and relational aspects of brands, experiences and design, embedding your business into the customer's world.
Understanding the gap between the customer's current and ideal self
Closing the gap through a transformative promise
Understanding the emotional charge of each need as a navigation system for the transformation
Understanding the flow of energy and information that defines a relationship
Defining the external world and internal world of the customer and their impact on each other
Monitoring engagement to deliver
More about the EMPACT Framework