Our purpose

We help organizations understand where experiences break down, what needs to improve, and how to build practical solutions that work better for the people they serve.

That might mean fixing a broken journey, improving an internal process, designing a better digital experience, launching an experience management program, or helping teams use data and technology more effectively.

Why Fabric Was Started

Fabric was born from a clear need to bridge the gap between what businesses deliver and what people expect.

After years in the digital agency and consulting world, Chris Kelly and Keith Pine saw organizations investing heavily in platforms, technologies, and transformation initiatives that still were not solving the real problem. Too often, the focus was on implementing the next tool or chasing the latest trend instead of improving customer, employee, and patient experiences.
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Long before "experience" became a category, Chris and Keith were helping organizations adopt emerging technologies, rethink customer engagement, and transform digital experiences in ways that solved real business problems. As practitioners and leaders, they recognized that experience was not simply another business function. It was the foundation of sustainable growth, loyalty, and operational success.
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That is why Fabric was created. Businesses needed a partner solely dedicated to customer, employee, and patient experience, not a traditional consulting firm where experience was one offering among many. Fabric was built around experience from the beginning, before the category was widely understood and before the market had fully caught up. Today, that same focus helps organizations turn insight into action and create experiences that drive measurable business impact.

Working with Fabric