The CX Report gathers trends on how business happens in the computational era by examining the tech stacks for marketing and products in the context of digital transformation.
Watch The 2020 CX Report In 13½ Minutes
- The Internet has become exactly what Bowie predicted in 1999.
- Computational thinking is the new systems thinking for business.
- Digital marketing loops spin way faster than digital product loops can spin.
- The 4th Industrial Revolution has invisible smoke stacks everywhere.
- Silicon Valley is people and not just robots. We tire. Machines don’t.
- Nobody’s in charge of customer experience because everyone is.
- Your Employee Experience (EX) is what makes your CX human. Literally.
- What’s experience? It’s a try-out, an experiment, and it can be perilous.
- If we all speak machine, then we can all avoid Big Tech’s blunders.
- Computational experiences are made by those who know how to speak machine.
Or If You Have 83 Minutes
- What kind of tooling differentiates the marketing tech stack and the product tech stack?
- How do you speak machine? And how does that change product development?
- Tech companies excel at Light, Ethical, Accessible, and Dataful experiences, or “LEAD.”
- Why do we need to consider Society Centered Design and Responsible Innovation today?
- Is the speed of digital transformation correlated with gender pay gap imbalances?
2020 CX Report
Sponsored by The Earth
Are Made By Those Who
Know How To Speak Machine
May 25 / CX Report in 13½ minutes is made available on YouTube for time-starved folks.
May 22 / CX Report goes live on YouTube and is now available in cached, evergreen form.
March 28 / Appendix to the CX Report on Remote and Distributed Work is released online.
March 6 / SXSW is cancelled. The CX Report was scheduled to be presented there — for the 6th consecutive year.
Related #cxreport20 Info
Monthly CX Briefing
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How To Speak Machine
I spent six years trying to figure out how to explain computation to a business-minded layperson. The net result is a book in six sections that explains the three properties of computation as a kind of “alien life form” (as David Bowie called it); the latter three sections explain why digital products are so intrinsically different than ones we knew before the Internet.
Whose site is this?
👋 I’m John Maeda and I have a new book out entitled How To Speak Machine that explains what the word “computation” means to how businesses work and operate today. Emily Chang on Bloomberg Tech gave me an opportunity to talk a little about that book.
My day job is serving as EVP/Chief Experience Officer of Publicis Sapient where we bridge strategy and engineering with design. I recently explained what I do at Publicis Sapient on CNN, if you’d like to learn more:
Today’s most beloved technology products and services balance design and engineering in a way that perfectly blends form and function. And as a result, over the short span of a decade there’s now a few tech industry players that tower over long established non-tech industry players — specifically the ones who have not managed to compete at the speed of Moore’s law alongside their tech counterparts. Think Amazon versus Walmart. Think Uber versus the taxi companies. Think self-driving trucks versus truck drivers. The net result is a degree of unprecedented prosperity by tech companies running at exponential speeds and with no sign of tiring. Massive computational machines working alongside the technorati have left in their wake many traditional industries that are literally dying to keep up. In March 2020, John Maeda will provide a data-driven examination for how this new reality all came to be and how it can change for the better for all players. Maeda draws upon his experience working with organizations at all scales in his careers spanning the entire lifecycle of tech, business, and design ecosystems.
The CX Report’s Expected Takeaways
- Why should businesses care holistically about “experience” at the organizational level?
- What are the biggest trends in experience for established companies (i.e. “endups” or non-startups)?
- What are the biggest changes in how tech and design have impacted the experience wars positively and negatively?
What is CX?
“CX” is Customer Experience as transformed by Computational Experiences. The “C” to care about the most these days is Computation because it’s profoundly impacting Commerce, Culture, and Community. Read How To Speak Machine to get the basics of computation, to start — and then come back in March 2020 to see what this report all becomes!
Why should you care about CX?
What we consume today as customers is being impacted by computational forces at the speed of Moore’s Law. Business is needing to transform faster than it has ever needed to achieve before. And organizations are trying to figure out how what it all means — and it’s a bit messy out there.
How does CX relate to #DesignInTech?
Design in the technology industry, or “Design in Tech” as we’ve called it, has vastly transformed how businesses translate value into experiences. Whether in the WOW of how digital marketing can synthesize interactive, customized content at the individualized level, or whether in the “after WOW” of a digital product’s post on-boarding flow where many weeks later you whisper to yourself with proud admiration, “Wow.” Tech startups have historically had an easier journey to success in crafting both the wows and the after wows because they’ve been advantaged by building mobile-first, cloud-first, and Millennial-first. And let’s not forget that startups have little to lose when they’re starting up, so they have tremendous latitude to experiment and “fail fast.”
The ability to give consumers a holistic experience is challenging, if not impossible, when you’re bigger than a startup. Bringing design into the early phases of technology startups resulted in billions of dollars of unexpected value creation for companies like Airbnb, Pinterest, and Lyft. And for the established tech companies like Google, Microsoft, and Facebook who later invested heavily in design through acquisitions and massive talent acquisitions, their continue domination was fortified. Apple will remain unmentioned because they represent the anomaly of having started with design from startup all the way through maturity, and look where that’s gotten them.
When you’re instead a non-tech “endup” company running at full scale with thousands of people bearing the pressure of serving millions of customers, making a delightful experience will naturally end up at the bottom of your list. Why? Because so many parts of an organization need to be involved in creating and maintaining these newer, realtime integrated experiences-as-services. So there’s a need for new mindsets, new skills, new dreams, and new budgets with which a few new bets can be made. And these new directives need to have the permission to fail — which is often never really given. Because the stakes are significantly higher in endups (or “grownups”), so consciously picking bets from the high-reward/low-risk quadrant are always vital for gaining momentum.
The Design in Tech Reports
There are five past Design in Tech Reports. Learn more about them and designintech.report if you are curious about the history of design in the tech and investing ecosystem.