How to Lead with Satisfaction
Use the EXPERIOGRAM© (EXG™) Approach. EXG Transforms IT Experience Dissatisfaction into Effective Business Solutions through Curiosity
The EXG approach is my five-step process to uncover and deliver the ideal digital experience for a workgroup, fueled by curiosity and empathetic engagement:
| 01 | Break down IT satisfaction into eight actionable components to make it measurable and controllable. |
| 02 | Understand how these components interact to help or hinder business outcomes. |
| 03 | Define acceptable IT performance ranges and set benchmarks aligned with employee needs. |
| 04 | Prioritize and close the gaps between the IT experience employees expect and what they receive. |
| 05 | Link IT experience strategy to business agility and value to drive continuous improvement. |
The output of the EXPERIOGRAM process is a Human Digital Twin (HDT)—a structured model of how a specific workgroup experiences digital work. Each step builds the HDT by capturing what employees expect, how they feel, what they actually receive, and how that impacts business outcomes. When coupled with agentic AI, HDTs come alive—actively guiding leaders through where friction lives, what employees need, and how to close the gap. This combination turns experience into action, enabling faster decisions, smarter investments, and more agile transformation.
"Digital transformation success needs a workforce with smooth, frictionless tech. Reducing digital friction helps meet business goals and improve IT satisfaction. My EXPERIOGRAM (EXG) approach helps find and fix friction points, increasing engagement, productivity, and profits."
—Hank Marquis
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