The document is a report on computational experiences (CX Report) provided in PDF form since the content is intended to be consumed as a video. It notes that while the video on YouTube is the preferred format, the text in the PDF may be useful for visually impaired people. It then provides slides from the video covering various topics relating to computation, the digital transformation of businesses, and the challenges of advanced technologies.
Driving Digital Transformation in Higher Education. 2020 EDUCAUSE Horizon Reporteraser Juan José Calderón
Driving Digital Transformation in Higher Education . 2020 EDUCAUSE Horizon Report™ | Teaching and Learning Edition. D. Christopher Brooks, EDUCAUSE
Mark McCormack, EDUCAUSE
June 2020
This report profiles key trends and emerging technologies and practices shaping the future of teaching and learning and envisions a number of scenarios and implications for that future. It is based on the perspectives and expertise of a global panel of leaders from across the higher education landscape.
Enterprise Data Governance Framework With Change ManagementSlideTeam
“You can download this product from SlideTeam.net”
Presenting this set of slides with name Enterprise Data Governance Framework With Change Management. The topics discussed in these slides are Strategy, Organization, Management. This is a completely editable PowerPoint presentation and is available for immediate download. Download now and impress your audience. https://bit.ly/3b4VcEH
An Introduction into the design of business using business architectureCraig Martin
Business Architecture is gaining interest from many non-traditional architecture stakeholders across the enterprise however most remain unclear of its scope and application. This webinar was presented through the Open Group as lead up to the London 2013 Conference on business transformation. It provides an overview of the language, methods and techniques of developing a business architecture and assist architects to demonstrate its relevance to business leaders. It also provides an insight into the method and techniques taught in the "Discovering Business Architecture" course run by Enterprise Architects.
A Reference Architecture for Digital Health: The Health Catalyst Data Operati...Health Catalyst
There are essentially four strategic options to address the enterprise data platform requirements of today’s healthcare systems: (1) build your own, (2) buy from EHR vendors, (3) look to a Silicon Valley high-tech startup, and (4) partner with Health Catalyst or a handful of similar companies.
In this webinar, Health Catalyst’s CTO, Dale Sanders, comments on all four approaches, hoping to help you to assess your organization’s strategy against the options and vendors in each category.
It’s been exactly three years since Health Catalyst embarked on a major investment in its next-generation technology, the Data Operating System (DOS™) and its applications. This webinar is an update on the progress, less about marketing the technology, but rather offering DOS as a reference architecture that can support analytics, AI, text processing, data-first application development, and interoperability, as an all-in-one agile cost-savings architecture.
In addition to the successes, Dale comments on the challenges that Health Catalyst has faced under a very ambitious DOS development plan. In its current state, DOS has made some significant improvements to overcome early mistakes, and is now a very solid enterprise data platform. In the interests of industry-wide learning, Sanders will talk transparently about those mistakes and how those learnings are being applied to the DOS platform, positioning it to evolve gracefully over the next 25 years.
View the webinar to learn how the DOS reference architecture:
- Helps manage the 2,000+ compulsory measures in US healthcare
- Enables applications as varied as a real-time patient safety surveillance system, and an activity-based costing system in one platform
- Can ingest data of any type or velocity from over 300 healthcare source systems and growing
- Bundles tools, applications, and analytics that would cost 3-6x more to build on your own
- Compares to EHR vendors as an option to serve as an enterprise data and analytics platform
- Is a performant, sustainable, and maintainable platform for deploying AI models in the natural flow of the healthcare data pipeline
- Provides curated data content and models while still allowing for the agility of a late binding design option
- Functions as a reference architecture that all healthcare organizations and vendors will ultimately have to build in their pursuit of digital health
Building a more cohesive organisation using business architectureCraig Martin
In shifting the focus away from enterprise architecture being seen purely as an IT discipline, organizations are beginning to formalise the development of business architecture practices and business architecture outcomes.
The OpenGroup has made the differentiation between business, IT and enterprise architects through their various working groups and certification tracks.
However, industry at present is grappling to try and understand where the discipline of business architecture resides in the business and what value it can provide separate of the traditional project based business analysis focus.
This presentation will take the audience through an overview of some of the critical questions being asked by business and how these are addressed through the discipline of business architecture.
Using both method as well as case study examples, I will show the audience an approach to building more cohesion across the business landscape using business architecture techniques and artefacts.
The presentation will focus on using business motivation models, strategic scenario planning and capability based planning techniques to provide input into the strategic planning process.
It will also highlight some of the outputs through examples from engagements.
Driving Digital Transformation in Higher Education. 2020 EDUCAUSE Horizon Reporteraser Juan José Calderón
Driving Digital Transformation in Higher Education . 2020 EDUCAUSE Horizon Report™ | Teaching and Learning Edition. D. Christopher Brooks, EDUCAUSE
Mark McCormack, EDUCAUSE
June 2020
This report profiles key trends and emerging technologies and practices shaping the future of teaching and learning and envisions a number of scenarios and implications for that future. It is based on the perspectives and expertise of a global panel of leaders from across the higher education landscape.
Enterprise Data Governance Framework With Change ManagementSlideTeam
“You can download this product from SlideTeam.net”
Presenting this set of slides with name Enterprise Data Governance Framework With Change Management. The topics discussed in these slides are Strategy, Organization, Management. This is a completely editable PowerPoint presentation and is available for immediate download. Download now and impress your audience. https://bit.ly/3b4VcEH
An Introduction into the design of business using business architectureCraig Martin
Business Architecture is gaining interest from many non-traditional architecture stakeholders across the enterprise however most remain unclear of its scope and application. This webinar was presented through the Open Group as lead up to the London 2013 Conference on business transformation. It provides an overview of the language, methods and techniques of developing a business architecture and assist architects to demonstrate its relevance to business leaders. It also provides an insight into the method and techniques taught in the "Discovering Business Architecture" course run by Enterprise Architects.
A Reference Architecture for Digital Health: The Health Catalyst Data Operati...Health Catalyst
There are essentially four strategic options to address the enterprise data platform requirements of today’s healthcare systems: (1) build your own, (2) buy from EHR vendors, (3) look to a Silicon Valley high-tech startup, and (4) partner with Health Catalyst or a handful of similar companies.
In this webinar, Health Catalyst’s CTO, Dale Sanders, comments on all four approaches, hoping to help you to assess your organization’s strategy against the options and vendors in each category.
It’s been exactly three years since Health Catalyst embarked on a major investment in its next-generation technology, the Data Operating System (DOS™) and its applications. This webinar is an update on the progress, less about marketing the technology, but rather offering DOS as a reference architecture that can support analytics, AI, text processing, data-first application development, and interoperability, as an all-in-one agile cost-savings architecture.
In addition to the successes, Dale comments on the challenges that Health Catalyst has faced under a very ambitious DOS development plan. In its current state, DOS has made some significant improvements to overcome early mistakes, and is now a very solid enterprise data platform. In the interests of industry-wide learning, Sanders will talk transparently about those mistakes and how those learnings are being applied to the DOS platform, positioning it to evolve gracefully over the next 25 years.
View the webinar to learn how the DOS reference architecture:
- Helps manage the 2,000+ compulsory measures in US healthcare
- Enables applications as varied as a real-time patient safety surveillance system, and an activity-based costing system in one platform
- Can ingest data of any type or velocity from over 300 healthcare source systems and growing
- Bundles tools, applications, and analytics that would cost 3-6x more to build on your own
- Compares to EHR vendors as an option to serve as an enterprise data and analytics platform
- Is a performant, sustainable, and maintainable platform for deploying AI models in the natural flow of the healthcare data pipeline
- Provides curated data content and models while still allowing for the agility of a late binding design option
- Functions as a reference architecture that all healthcare organizations and vendors will ultimately have to build in their pursuit of digital health
Building a more cohesive organisation using business architectureCraig Martin
In shifting the focus away from enterprise architecture being seen purely as an IT discipline, organizations are beginning to formalise the development of business architecture practices and business architecture outcomes.
The OpenGroup has made the differentiation between business, IT and enterprise architects through their various working groups and certification tracks.
However, industry at present is grappling to try and understand where the discipline of business architecture resides in the business and what value it can provide separate of the traditional project based business analysis focus.
This presentation will take the audience through an overview of some of the critical questions being asked by business and how these are addressed through the discipline of business architecture.
Using both method as well as case study examples, I will show the audience an approach to building more cohesion across the business landscape using business architecture techniques and artefacts.
The presentation will focus on using business motivation models, strategic scenario planning and capability based planning techniques to provide input into the strategic planning process.
It will also highlight some of the outputs through examples from engagements.
Digital Transformation Framework By IonologyNiall McKeown
An academically peer reviewed digital transformation framework. Taught by leading universities, used by hundreds of organisations around the world.
This framework uses modern data sources to help guide organisational leaders, digital marketers and technology professionals to create a sustainable, innovative engine of growth through digital transformation.
Introduction to DCAM, the Data Management Capability Assessment ModelElement22
DCAM is a model to assess data management capability within the financial industry. It was created by the EDM Council. This presentation provides an overview of DCAM and how financial institutions leverage DCAM to improve or establish their data management programs and meet regulatory requirements such as BCBS 239.
Architecting Next Generatio IT Operating Models Using IT4IT and SFIASukumar Daniel
A case study of a Transformation Initiative to move a Third Party from Traditional Mechanic Shop Mentality to a Customisation Studio Mentality by causing a paradigm Shift in Ways of Working
Operational Infrastructure Management PowerPoint Presentation Slides is a highly visual custom tool. This PPT theme is loaded with impactful data visualization tools to reflect your asset management plan. Using our PowerPoint slideshow you can cover all the aspects related to enterprise asset management with considerable ease. The comprehensive format and the concise design elements help users to consolidate huge volumes of data without utilizing much room. Take advantage of the engaging graphics of our PPT templates to elucidate the asset management process. The easy-to-follow layout of this workplace infrastructure PowerPoint presentation not only helps users but also the audience. The neat tabular format of our organizational infrastructure PPT slideshow facilitates asset assessment for infrastructure companies. Elaborate on risk assessment and types of deteriorating models through this infrastructure asset management PowerPoint theme. Utilize the KPI metrics and dashboard diagrams to compile key facts and stats. So, download this work infrastructure PPT deck to create an impressive presentation in no time. Our Operational Infrastructure Management PowerPoint Presentation Slides are explicit and effective. They combine clarity and concise expression. https://bit.ly/34ZTySc
Why, When and How Do I Start a Digital Transformation?Acquia
Presented at Acquia Engage APAC by Brittany Fox, Marketing Campaign Strategist, Deloitte.
Every organisation undergoing a marketing transformation has a starting point, with the difference only being the product of internal capability and maturity. At Deloitte, we take our clients from their starting point to being ready for whatever the next innovation is. This is the only real mechanism enterprises can implement for the future.
A Business Interoperability Framework for Government by Christine StephensonCraig Martin
Despite the focus on eGovernment and the delivery of seamless services to citizens, Government continues to be challenged to deliver business interoperability goals. Interviews with Government Enterprise Architecture stakeholder and a search of the literature suggests why government has failed to achieve seamless service delivery. It appears that interoperability in government is largely a combination of bottom-up, standards or application design based approaches. These result in Information Systems solutions that achieve interoperability within the application and technology domains, but not the business domain. Consequently, the public sector operates as a fractured collection of departments, with much complexity and bureaucracy reducing the effectiveness and efficiency of service delivery. The Business Interoperability Framework (BIF) draws from three disciplines of management practice and applies industry standards. These practice areas are; Enterprise Architecture; Service Oriented Architecture; and Business Process Management. The frameworks, standards/specifications that will be referenced are ISO/IEC 10746 (RM-ODP), TOGAF®, OASIS, UMM, BMM, BPMN and ISO 15000.
Key takeaways:
-- How to achieve top-down business interoperability outcomes
-- An architected framework for business success
-- Methods and tools that can be used to deliver business/IT alignment
Every part of a business needs technology to deliver new products and services, to make use of data, or to provide better experiences for customers, partners, and employees. In order to deliver this, IT can no longer function as the sole technology to the business; it must transform into an adaptive, responsive and nimble organization that can keep up with the pace of the digital era.
This presentation will show you how to create that transformation, suggest roles and functions for the modern IT organization, and provide a real-world case study of one major company that made the shift.
Transform Your HR Processes with Oracle HCM Cloud and Digital ToolsCapgemini
Looking to boost your HR processes? Want to integrate with social media tools as part of your HR processes?
This presentation is for you! You will learn how to transform your processes by using digital tools and Oracle Human Capital Management Cloud.
Presented by Mary Murphy, Capgemini's Oracle HCM/PeopleSoft Service Line Leader, at Oracle OpenWorld 2014.
http://www.capgemini.com/oracle
The constellation of technologies that is AI allows smart machines to extend human capabilities in ways federal agencies could only once imagine. It takes advantage of enormous amounts of data to mimic human judgment and analytical skills. It’s clear, however, that AI is not just a transformational technology advancement. It’s a powerful economic engine, and its impact on economic growth is already being felt through cost savings, more efficient use of the workforce and increased productivity. These new technologies could enable the annual economic growth rate in 12 developed countries, including the United States, to virtually double by 2035. Learn more: https://accntu.re/2s9O0TZ
The essential elements of a digital transformation strategyMarcel Santilli
Learn more: https://insights.hpe.com
Enterprises can survive digital disruption as well as grow revenue, improve profitability and increase market valuation — if they start rethinking what they do.
Digital transformation. It’s the use of technology to create a better customer experience, improve products and services, and increase the effectiveness of business operations. But it really means what your enterprise must do to adapt and thrive.
Today’s smaller, emerging companies are born digital. They can — and do — change quickly to answer consumer demand or a competitive offering. Larger, mature enterprises must start with a shift in strategy, because all industries will be changed or already have been changed by digital transformation. Many, like news media and publishers, music, video and retail have been or significantly disrupted. Up next: financial services, healthcare manufacturing, insurance, legal, education, utilities and energy. The good news? No industry has been or will be completely upended.
The first step is to recognize that disruption does not have to be a mass-extinction event. Enterprises can survive as well as grow revenue, improve profitability and increase market valuation. Here’s how to start rethinking what you do.
In this presentation Michael Payne debates the merits of placing Business Architecture within an organisation’s Business, IT or Enterprise Architecture departments. He examines some of the options available to organisations starting out with Business Architecture, and touches on Business Architecture engagement models. In addition, Michael provides a sneak peak into the new developments in the Open-BA Framework.
Risk Management Toolkit - Framework, Best Practices and TemplatesAurelien Domont, MBA
This Toolkit was created by ex-McKinsey, Deloitte and BCG Management Consultants specialized in risk management. It will help you easily identify, assess, prioritize and mitigate the key risks & issues of your project or company. It includes all the Frameworks, Tools & Templates to help your increase your risk management skills and the risk management capability of your company. This Slideshare Powerpoint presentation is only a small preview of our Toolkit. You can download the entire Toolkit in Powerpoint and Excel at www.slidebooks.com
CAPABILITY & CAPACITE - Guide de survie en Business Architecture n°1COMPETENSIS
Un document très simple en français pour vous permettre de vous y retrouver entre les notions de CAPABILITY, VALUE STREAM (chaîne de valeur) et PROCESSUS.
D'autres guides suivront sur les autres notions importantes en Business Architecture.
The Future of Marketing - What will Marketing look like in 2021?Tom De Baere
What will marketing look like in 2021?
“Human society will change more the coming 20 years… than the last 300 years”
We now live in a world of exponential technological change.
2017 is the TURNING POINT of this Exponential Change.
Change appeared to go slow, but now everything will now begin to change,
all at the same time.
Algorithms will impact 1 billion human jobs in 2020
Everything is abundantly available. Everything goes to the cloud. Money. Books. Governments. Cities. Content becomes essentially free.
With everything being abundantly available, people change from owning ‘stuff’, to experiencing ‘stuff’. People want experiences.
Image recognition by computers is becoming better than humans.
Computers recognize voices, not just speech, already today.
You can ask anything, using smart ”agents”
By 2019 websites and apps become less important. In 2019, 20% of all brands will start abandoning their mobile apps, in favor of progressive and instant apps
What is REALLY happening here?
The interface is dissapearing
WHEN is this going to happen ?
Years from now, not decades
So the big question is…. What will marketing look like in 2021?
Everything will be about technology
We’ll move from products to total experiences
From brands to platforms
Nike+ is opening their fitness data to
3rd party developers.
Gillette lets men try on virtual beards and connects them with 3rd party products & services.
General Electric opens sensor data of their products to 3rd party suppliers.
And finally, what will your marketing JOB look like in 2021?
Marketing organization haven’t changed that much in the last 40 years. That is about to change. DRASTICALLY.
Everything that can be digitized and automated, will be replaced by Artificial Intelligence.
The reverse is also true… Everything that cannot be digitized and automated, will become
EXTREMELY VALUABLE
Top 5 marketing skills needed in 2021
Such as critical thinking and creativity.
And fluid teams
Strategic thinkers become critical to success
The era of the right brain has arrived
Creativity in content, data, technology & strategy becomes crucial
How can you
PREPARE
for 2021 ?
Get in touch
www.invisiblepuppy.com
Digital Transformation Framework By IonologyNiall McKeown
An academically peer reviewed digital transformation framework. Taught by leading universities, used by hundreds of organisations around the world.
This framework uses modern data sources to help guide organisational leaders, digital marketers and technology professionals to create a sustainable, innovative engine of growth through digital transformation.
Introduction to DCAM, the Data Management Capability Assessment ModelElement22
DCAM is a model to assess data management capability within the financial industry. It was created by the EDM Council. This presentation provides an overview of DCAM and how financial institutions leverage DCAM to improve or establish their data management programs and meet regulatory requirements such as BCBS 239.
Architecting Next Generatio IT Operating Models Using IT4IT and SFIASukumar Daniel
A case study of a Transformation Initiative to move a Third Party from Traditional Mechanic Shop Mentality to a Customisation Studio Mentality by causing a paradigm Shift in Ways of Working
Operational Infrastructure Management PowerPoint Presentation Slides is a highly visual custom tool. This PPT theme is loaded with impactful data visualization tools to reflect your asset management plan. Using our PowerPoint slideshow you can cover all the aspects related to enterprise asset management with considerable ease. The comprehensive format and the concise design elements help users to consolidate huge volumes of data without utilizing much room. Take advantage of the engaging graphics of our PPT templates to elucidate the asset management process. The easy-to-follow layout of this workplace infrastructure PowerPoint presentation not only helps users but also the audience. The neat tabular format of our organizational infrastructure PPT slideshow facilitates asset assessment for infrastructure companies. Elaborate on risk assessment and types of deteriorating models through this infrastructure asset management PowerPoint theme. Utilize the KPI metrics and dashboard diagrams to compile key facts and stats. So, download this work infrastructure PPT deck to create an impressive presentation in no time. Our Operational Infrastructure Management PowerPoint Presentation Slides are explicit and effective. They combine clarity and concise expression. https://bit.ly/34ZTySc
Why, When and How Do I Start a Digital Transformation?Acquia
Presented at Acquia Engage APAC by Brittany Fox, Marketing Campaign Strategist, Deloitte.
Every organisation undergoing a marketing transformation has a starting point, with the difference only being the product of internal capability and maturity. At Deloitte, we take our clients from their starting point to being ready for whatever the next innovation is. This is the only real mechanism enterprises can implement for the future.
A Business Interoperability Framework for Government by Christine StephensonCraig Martin
Despite the focus on eGovernment and the delivery of seamless services to citizens, Government continues to be challenged to deliver business interoperability goals. Interviews with Government Enterprise Architecture stakeholder and a search of the literature suggests why government has failed to achieve seamless service delivery. It appears that interoperability in government is largely a combination of bottom-up, standards or application design based approaches. These result in Information Systems solutions that achieve interoperability within the application and technology domains, but not the business domain. Consequently, the public sector operates as a fractured collection of departments, with much complexity and bureaucracy reducing the effectiveness and efficiency of service delivery. The Business Interoperability Framework (BIF) draws from three disciplines of management practice and applies industry standards. These practice areas are; Enterprise Architecture; Service Oriented Architecture; and Business Process Management. The frameworks, standards/specifications that will be referenced are ISO/IEC 10746 (RM-ODP), TOGAF®, OASIS, UMM, BMM, BPMN and ISO 15000.
Key takeaways:
-- How to achieve top-down business interoperability outcomes
-- An architected framework for business success
-- Methods and tools that can be used to deliver business/IT alignment
Every part of a business needs technology to deliver new products and services, to make use of data, or to provide better experiences for customers, partners, and employees. In order to deliver this, IT can no longer function as the sole technology to the business; it must transform into an adaptive, responsive and nimble organization that can keep up with the pace of the digital era.
This presentation will show you how to create that transformation, suggest roles and functions for the modern IT organization, and provide a real-world case study of one major company that made the shift.
Transform Your HR Processes with Oracle HCM Cloud and Digital ToolsCapgemini
Looking to boost your HR processes? Want to integrate with social media tools as part of your HR processes?
This presentation is for you! You will learn how to transform your processes by using digital tools and Oracle Human Capital Management Cloud.
Presented by Mary Murphy, Capgemini's Oracle HCM/PeopleSoft Service Line Leader, at Oracle OpenWorld 2014.
http://www.capgemini.com/oracle
The constellation of technologies that is AI allows smart machines to extend human capabilities in ways federal agencies could only once imagine. It takes advantage of enormous amounts of data to mimic human judgment and analytical skills. It’s clear, however, that AI is not just a transformational technology advancement. It’s a powerful economic engine, and its impact on economic growth is already being felt through cost savings, more efficient use of the workforce and increased productivity. These new technologies could enable the annual economic growth rate in 12 developed countries, including the United States, to virtually double by 2035. Learn more: https://accntu.re/2s9O0TZ
The essential elements of a digital transformation strategyMarcel Santilli
Learn more: https://insights.hpe.com
Enterprises can survive digital disruption as well as grow revenue, improve profitability and increase market valuation — if they start rethinking what they do.
Digital transformation. It’s the use of technology to create a better customer experience, improve products and services, and increase the effectiveness of business operations. But it really means what your enterprise must do to adapt and thrive.
Today’s smaller, emerging companies are born digital. They can — and do — change quickly to answer consumer demand or a competitive offering. Larger, mature enterprises must start with a shift in strategy, because all industries will be changed or already have been changed by digital transformation. Many, like news media and publishers, music, video and retail have been or significantly disrupted. Up next: financial services, healthcare manufacturing, insurance, legal, education, utilities and energy. The good news? No industry has been or will be completely upended.
The first step is to recognize that disruption does not have to be a mass-extinction event. Enterprises can survive as well as grow revenue, improve profitability and increase market valuation. Here’s how to start rethinking what you do.
In this presentation Michael Payne debates the merits of placing Business Architecture within an organisation’s Business, IT or Enterprise Architecture departments. He examines some of the options available to organisations starting out with Business Architecture, and touches on Business Architecture engagement models. In addition, Michael provides a sneak peak into the new developments in the Open-BA Framework.
Risk Management Toolkit - Framework, Best Practices and TemplatesAurelien Domont, MBA
This Toolkit was created by ex-McKinsey, Deloitte and BCG Management Consultants specialized in risk management. It will help you easily identify, assess, prioritize and mitigate the key risks & issues of your project or company. It includes all the Frameworks, Tools & Templates to help your increase your risk management skills and the risk management capability of your company. This Slideshare Powerpoint presentation is only a small preview of our Toolkit. You can download the entire Toolkit in Powerpoint and Excel at www.slidebooks.com
CAPABILITY & CAPACITE - Guide de survie en Business Architecture n°1COMPETENSIS
Un document très simple en français pour vous permettre de vous y retrouver entre les notions de CAPABILITY, VALUE STREAM (chaîne de valeur) et PROCESSUS.
D'autres guides suivront sur les autres notions importantes en Business Architecture.
The Future of Marketing - What will Marketing look like in 2021?Tom De Baere
What will marketing look like in 2021?
“Human society will change more the coming 20 years… than the last 300 years”
We now live in a world of exponential technological change.
2017 is the TURNING POINT of this Exponential Change.
Change appeared to go slow, but now everything will now begin to change,
all at the same time.
Algorithms will impact 1 billion human jobs in 2020
Everything is abundantly available. Everything goes to the cloud. Money. Books. Governments. Cities. Content becomes essentially free.
With everything being abundantly available, people change from owning ‘stuff’, to experiencing ‘stuff’. People want experiences.
Image recognition by computers is becoming better than humans.
Computers recognize voices, not just speech, already today.
You can ask anything, using smart ”agents”
By 2019 websites and apps become less important. In 2019, 20% of all brands will start abandoning their mobile apps, in favor of progressive and instant apps
What is REALLY happening here?
The interface is dissapearing
WHEN is this going to happen ?
Years from now, not decades
So the big question is…. What will marketing look like in 2021?
Everything will be about technology
We’ll move from products to total experiences
From brands to platforms
Nike+ is opening their fitness data to
3rd party developers.
Gillette lets men try on virtual beards and connects them with 3rd party products & services.
General Electric opens sensor data of their products to 3rd party suppliers.
And finally, what will your marketing JOB look like in 2021?
Marketing organization haven’t changed that much in the last 40 years. That is about to change. DRASTICALLY.
Everything that can be digitized and automated, will be replaced by Artificial Intelligence.
The reverse is also true… Everything that cannot be digitized and automated, will become
EXTREMELY VALUABLE
Top 5 marketing skills needed in 2021
Such as critical thinking and creativity.
And fluid teams
Strategic thinkers become critical to success
The era of the right brain has arrived
Creativity in content, data, technology & strategy becomes crucial
How can you
PREPARE
for 2021 ?
Get in touch
www.invisiblepuppy.com
201904 How will AI and machine learning transform local search and SMBs? Simon Greenman
From the SIINDA localcomm 2019 conference. We’re currently experiencing an AI gold rush. Billions are being invested. AI startups abound. Google, Amazon, and Microsoft are duking it out for AI supremacy. Corporations are scrambling to ensure they adopt AI ahead of their competitors while looking over their shoulder at startups. And countries are vying for AI supremacy. The question is where does local fit into this new frontier. This session will provide a non-technical introduction to AI and show how value is being created across industries and functions. It will take a deep dive into local and show how AI can be used to drive sales, marketing and customer service; drive efficiencies; deeper insights and competitive differentiation. Weaving in practical case studies it will also look at how the tech giants are becoming AI first companies.
From Hype to Impact: Applying This Year's SXSW Highlights to Business Transfo...Publicis Sapient
Three of our global thought leaders explore the most coveted topics at SXSW, practical applications to our clients’ business (and our own), and how SapientRazorfish takes these highlights from hype to reality.
Whether you were in Austin or not, top trends are not difficult to find. Which is why we’re taking it a step further. Not only have we shared our takeaways from this year’s sessions, but we've also examined how the conversations at SXSW relate to business reimagined for a connected world.
A topline look at Augmented Reality. Why should bra more
A topline look at Augmented Reality. Why should brands be getting ready now and why 2011 will be the killer year for mobile AR advertising. We have a whole bunch of more detailed stuff on this. We are very excited by what could be achieved in the coming year, AR is a whole new channel with little or no rules. philip@t7flondon.co.uk
Venture capital firm LETA Capital issues a report called “State of Phygital 2022”. It is our annual report highlighting the concept of “Phygital” and introduce a fresh look at the very fundamentals of “Phygital”, which is a set of technologies that combine the physical (offline) world with digital (online).
We share our vision and insights on the rising merge of a few technology directions, such as XR, IoT, Edge Computing etc., into a new paradigm called Phygital. In contrast to the digital-only Metaverse future, Phygital is trying to enhance objects from the real world with digital content and capabilities. It is a trend that has been gaining momentum in recent years and will continue to grow in the coming years.
We hope you will pay particular attention to page #11 of our report because we tried to prepare an ultimate market map of startups and vendors, involved in the creation of the Phygital world. Please, feel free to reach out if you know more solution providers, we will add them to the list next year.
In the previous report, we decided to focus on macroeconomic factors of the Phygital economy's emergence, challenges, and projections. Most of them are still relevant today. We believe that many upcoming events, such as Meta's Next VR Headset release this October (Meta Cambria, aka Quest Pro), will accelerate the penetration into everyday life.
Sergey Toporov, Partner at LETA Capital: "This year, in State of the Phygital 2022, we decided to elaborate more on existing use-cases of the Phygital approach. We want to help businesses and people from various industries, from retail to construction and logistics, see what has been done already and let them generate more new cases and brilliant ideas."
Third & Fourth Industrial Revolution - DalarnaRobin Teigland
My slides from a presentation in Falun, Sweden in June 2016 for a networking event for SMEs from the Dalarna region: http://www.mellansvenskahandelskammaren.se/Events/4201/Valkommen-pa-Supernatverkstraff
2019 London Data Science Festival. Making Money in AI, Machine Learning and ...Simon Greenman
Who’s Going to Make Money in AI and Machine Learning? We’re currently experiencing an AI gold rush. Billions are being invested. AI startups abound. Google, Amazon, and Microsoft are duking it out for AI supremacy. Corporations are scrambling to ensure they adopt AI ahead of their competitors while looking over their should at startups. The winners will be the picks and shovels of this gold rush. They are the tech giants that have the scale of data, talent, capital and distribution to power the AI revolution. But enterprises stand to create nearly $4 trillion in value from AI by 2022. But to get AI and data science projects out of experimentation and into use across the organisation requires mobilising and engaging the executive team. AI startups that are looking to scale also need to cross the commercial divide from technology to the enterprise.
Corporate innovation in the financial industry, banking, insurance by tommaso...Tommaso Di Bartolo
The banking, insurance, financial service provider industry is being disrupted by entrepreneurs creating startups that raise millions of dollars with only one thing in mind: disrupt the status quo. How can such a fragmented, bureaucratic industry drive innovation in the 21st century? Tommaso, a serial entrepreneur with 2 exits, author, investor and faculty at UC Berkeley describes in his talk a path on how executives can lead to innovation changes. Watch Tommaso's Keynote live. Or hire him to speak: http://linktr.ee/tommasodibartolo
The Internet of Things is one of the single biggest disruptive factors in today’s digital landscape. Companies need to plan out an IoT strategy that allows them to use data to create personalized content for customers across different channels.
Boris Kraft, Chief Visionary Officer of Magnolia, will be explaining the role of the digital business platform, and how it should form the hub for a company’s web, mobile and Internet of Things initiatives.
2015 International CES - What I learned at CES and what brands have to knowMatt Doherty
For the past three years I’ve attended International CES. Each year I break down the show into larger thematic takeaways and trends that every brand should know. I look for the bigger picture and implications of technology moving forward and unveil the opportunities at hand over the course of the four day conference. Give it a read. Get inspired by something. And if you have any questions give me a shout out on Twitter (@themattdoh). [Written and designed by Matt Doherty]
Digital Insights for SDG oriented Development organizations - Debrief from We...Pooja Munshi
What does the digital landscape look like for development organizations that focus on the Sustainable Development Goals? What are the digital trends and insights they can take advantage of to get ahead and achieve their communication mandates?
PDF, audio, and voiceover will be available on designintechreport.wordpress.com
Today’s most beloved technology products and services balance design and engineering in a way that perfectly blends form and function. Businesses started by designers have created billions of dollars of value, are raising billions in capital, and VC firms increasingly see the importance of design. The third annual Design in Tech Report examines how design trends are revolutionizing the entrepreneurial and corporate ecosystems in tech. This report covers related M&A activity, new patterns in creativity × business, and the rise of computational design.
Today’s most beloved technology products and services balance design and engineering in a way that perfectly blends form and function. Businesses started by designers have created billions of dollars of value, are raising billions in capital, and VC firms increasingly see the importance of design. The third annual Design in Tech Report examines how design trends are revolutionizing the entrepreneurial and corporate ecosystems in tech. This report covers related M&A activity, new patterns in creativity × business, and the rise of computational design.
PDF, audio, and voiceover are now available on designintechreport.wordpress.com
Today’s most beloved technology products and services balance design and engineering in a way that perfectly blends form and function. Businesses started by designers have created billions of dollars of value, are raising billions in capital, and VC firms increasingly see the importance of design. The third annual Design in Tech Report examines how design trends are revolutionizing the entrepreneurial and corporate ecosystems in tech. This report covers related M&A activity, new patterns in creativity × business, and the rise of computational design.
A lot has changed since publishing my inaugural Design in Tech Tech report at SXSW last year. In this year's report, we dive deeper into analyzing some broader themes ranging from the record amounts of funding flowing into design-led startups to questioning how design will continue to evolve as a good business practice. Below are some takeaways from the report:
-Design isn’t just about beauty; it’s about market relevance and meaningful results.
-M&A activity continues in the design space, and it’s increased.
-Increasing the designers needed in the tech industry requires rethinking education.
-The adoption of design by public companies is only growing.
-Designers bring needed critical thinking/making in the economic case for inclusion.
-Work in the research labs from decades ago drives today’s startups. Be aware.
Design has become a game changer in Silicon Valley. This #DesignInTech Report highlights the rising importance of design in the entrepreneurial ecosystem. The report covers trends ranging from the record amounts of funding flowing into design-led startups to M&A activity with major tech corporations. Beyond designers and technologists, this report will appeal to a broad audience. For all of us who use a computer or mobile device, great design is changing how we live and work. This study helps explain why.
A tale of scale & speed: How the US Navy is enabling software delivery from l...sonjaschweigert1
Rapid and secure feature delivery is a goal across every application team and every branch of the DoD. The Navy’s DevSecOps platform, Party Barge, has achieved:
- Reduction in onboarding time from 5 weeks to 1 day
- Improved developer experience and productivity through actionable findings and reduction of false positives
- Maintenance of superior security standards and inherent policy enforcement with Authorization to Operate (ATO)
Development teams can ship efficiently and ensure applications are cyber ready for Navy Authorizing Officials (AOs). In this webinar, Sigma Defense and Anchore will give attendees a look behind the scenes and demo secure pipeline automation and security artifacts that speed up application ATO and time to production.
We will cover:
- How to remove silos in DevSecOps
- How to build efficient development pipeline roles and component templates
- How to deliver security artifacts that matter for ATO’s (SBOMs, vulnerability reports, and policy evidence)
- How to streamline operations with automated policy checks on container images
Observability Concepts EVERY Developer Should Know -- DeveloperWeek Europe.pdfPaige Cruz
Monitoring and observability aren’t traditionally found in software curriculums and many of us cobble this knowledge together from whatever vendor or ecosystem we were first introduced to and whatever is a part of your current company’s observability stack.
While the dev and ops silo continues to crumble….many organizations still relegate monitoring & observability as the purview of ops, infra and SRE teams. This is a mistake - achieving a highly observable system requires collaboration up and down the stack.
I, a former op, would like to extend an invitation to all application developers to join the observability party will share these foundational concepts to build on:
Le nuove frontiere dell'AI nell'RPA con UiPath Autopilot™UiPathCommunity
In questo evento online gratuito, organizzato dalla Community Italiana di UiPath, potrai esplorare le nuove funzionalità di Autopilot, il tool che integra l'Intelligenza Artificiale nei processi di sviluppo e utilizzo delle Automazioni.
📕 Vedremo insieme alcuni esempi dell'utilizzo di Autopilot in diversi tool della Suite UiPath:
Autopilot per Studio Web
Autopilot per Studio
Autopilot per Apps
Clipboard AI
GenAI applicata alla Document Understanding
👨🏫👨💻 Speakers:
Stefano Negro, UiPath MVPx3, RPA Tech Lead @ BSP Consultant
Flavio Martinelli, UiPath MVP 2023, Technical Account Manager @UiPath
Andrei Tasca, RPA Solutions Team Lead @NTT Data
GraphRAG is All You need? LLM & Knowledge GraphGuy Korland
Guy Korland, CEO and Co-founder of FalkorDB, will review two articles on the integration of language models with knowledge graphs.
1. Unifying Large Language Models and Knowledge Graphs: A Roadmap.
https://arxiv.org/abs/2306.08302
2. Microsoft Research's GraphRAG paper and a review paper on various uses of knowledge graphs:
https://www.microsoft.com/en-us/research/blog/graphrag-unlocking-llm-discovery-on-narrative-private-data/
State of ICS and IoT Cyber Threat Landscape Report 2024 previewPrayukth K V
The IoT and OT threat landscape report has been prepared by the Threat Research Team at Sectrio using data from Sectrio, cyber threat intelligence farming facilities spread across over 85 cities around the world. In addition, Sectrio also runs AI-based advanced threat and payload engagement facilities that serve as sinks to attract and engage sophisticated threat actors, and newer malware including new variants and latent threats that are at an earlier stage of development.
The latest edition of the OT/ICS and IoT security Threat Landscape Report 2024 also covers:
State of global ICS asset and network exposure
Sectoral targets and attacks as well as the cost of ransom
Global APT activity, AI usage, actor and tactic profiles, and implications
Rise in volumes of AI-powered cyberattacks
Major cyber events in 2024
Malware and malicious payload trends
Cyberattack types and targets
Vulnerability exploit attempts on CVEs
Attacks on counties – USA
Expansion of bot farms – how, where, and why
In-depth analysis of the cyber threat landscape across North America, South America, Europe, APAC, and the Middle East
Why are attacks on smart factories rising?
Cyber risk predictions
Axis of attacks – Europe
Systemic attacks in the Middle East
Download the full report from here:
https://sectrio.com/resources/ot-threat-landscape-reports/sectrio-releases-ot-ics-and-iot-security-threat-landscape-report-2024/
Epistemic Interaction - tuning interfaces to provide information for AI supportAlan Dix
Paper presented at SYNERGY workshop at AVI 2024, Genoa, Italy. 3rd June 2024
https://alandix.com/academic/papers/synergy2024-epistemic/
As machine learning integrates deeper into human-computer interactions, the concept of epistemic interaction emerges, aiming to refine these interactions to enhance system adaptability. This approach encourages minor, intentional adjustments in user behaviour to enrich the data available for system learning. This paper introduces epistemic interaction within the context of human-system communication, illustrating how deliberate interaction design can improve system understanding and adaptation. Through concrete examples, we demonstrate the potential of epistemic interaction to significantly advance human-computer interaction by leveraging intuitive human communication strategies to inform system design and functionality, offering a novel pathway for enriching user-system engagements.
Transcript: Selling digital books in 2024: Insights from industry leaders - T...BookNet Canada
The publishing industry has been selling digital audiobooks and ebooks for over a decade and has found its groove. What’s changed? What has stayed the same? Where do we go from here? Join a group of leading sales peers from across the industry for a conversation about the lessons learned since the popularization of digital books, best practices, digital book supply chain management, and more.
Link to video recording: https://bnctechforum.ca/sessions/selling-digital-books-in-2024-insights-from-industry-leaders/
Presented by BookNet Canada on May 28, 2024, with support from the Department of Canadian Heritage.
SAP Sapphire 2024 - ASUG301 building better apps with SAP Fiori.pdfPeter Spielvogel
Building better applications for business users with SAP Fiori.
• What is SAP Fiori and why it matters to you
• How a better user experience drives measurable business benefits
• How to get started with SAP Fiori today
• How SAP Fiori elements accelerates application development
• How SAP Build Code includes SAP Fiori tools and other generative artificial intelligence capabilities
• How SAP Fiori paves the way for using AI in SAP apps
Key Trends Shaping the Future of Infrastructure.pdfCheryl Hung
Keynote at DIGIT West Expo, Glasgow on 29 May 2024.
Cheryl Hung, ochery.com
Sr Director, Infrastructure Ecosystem, Arm.
The key trends across hardware, cloud and open-source; exploring how these areas are likely to mature and develop over the short and long-term, and then considering how organisations can position themselves to adapt and thrive.
Securing your Kubernetes cluster_ a step-by-step guide to success !KatiaHIMEUR1
Today, after several years of existence, an extremely active community and an ultra-dynamic ecosystem, Kubernetes has established itself as the de facto standard in container orchestration. Thanks to a wide range of managed services, it has never been so easy to set up a ready-to-use Kubernetes cluster.
However, this ease of use means that the subject of security in Kubernetes is often left for later, or even neglected. This exposes companies to significant risks.
In this talk, I'll show you step-by-step how to secure your Kubernetes cluster for greater peace of mind and reliability.
Accelerate your Kubernetes clusters with Varnish CachingThijs Feryn
A presentation about the usage and availability of Varnish on Kubernetes. This talk explores the capabilities of Varnish caching and shows how to use the Varnish Helm chart to deploy it to Kubernetes.
This presentation was delivered at K8SUG Singapore. See https://feryn.eu/presentations/accelerate-your-kubernetes-clusters-with-varnish-caching-k8sug-singapore-28-2024 for more details.
Accelerate your Kubernetes clusters with Varnish Caching
2020 CX Report 1.0.0
1. C X . R E P O R T
👋Hi there! The CX Report is meant to be consumed in video form
via my YouTube channel. So it doesn’t work well as a simple deck of
slides. Because I encoded the video at 1080p on my YouTube
channel, a screen-captured image will do fine for most needs. I
guess that’s the challenge of making experiences — they're best
consumed in the format they've been created for, which in this case
is in video form. That said, the text encoded in this PDF might be
useful to those who are visually impaired. Thus I provide this PDF.
20 20
2. | 2020
C X . R E P O R T
20 20
Computational Experiences
Are Made By Those Who
Know How To Speak Machine
20 20
CX REPORT
J O H N M A E D A
Sponsored by The Earth
3. | 2020
C X . R E P O R T
20 20
3
Why does the CX Report exist? I wrote a book that lays out the foundations of how
computation works as my MVLP. The CX Report is my further iterations on the topic.
Source: @johnmaeda
4. | 2020
C X . R E P O R T
20 20
The idea that the computer will follow your exact commands and never get tired has always … bothered … me.
Automation is cool, but it’s a little creepy. Those who can speak machine can do things that others cannot.
4
Source: @johnmaeda
1993
What’s with the infinity graphic everywhere? Much of my work in the 90s as an artist
involved writing computer programs to draw figures that were difficult to render by hand.
| 2020
5. | 2020
C X . R E P O R T
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5
Instead of waiting for customers to come to them, firms are addressing customers’ needs
the moment they arise—and sometimes even earlier.” HBR
A seismic shift is under way. Thanks to new technologies that enable frequent, low-friction, customized digital
interactions, companies today are building much deeper ties with customers than ever before.”
Source: @johnmaeda @harvardbiz
“
May-June 2019 Issue HBR Cover Story
The Age of Continuous Connection
by Nicolaj Siggelkow and Christian Terwiesch @wharton
2019
“
6. | 2020
C X . R E P O R T
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6
David Bowie understood computation, or the “Internet,” in a way that astounds anyone who
watches his 1999 BBC interview with Jeremy Paxman.
Much of what David Bowie says in his interview speaks to the alien-like material that the Internet represented to a
visionary artist like himself, but we’re only now experiencing all that he foresaw.
Source: @BBCNewsnight @johnmaeda
Bowie: I think the potential of what the
internet is going to do to society, both
good and bad, is unimaginable. I think
we’re on the cusp of something
exhilarating and terrifying.
Paxman: It’s just a tool though, isn’t it?
Bowie: No it’s not. No. It’s an alien life
form and it's going to crush our ideas of
what mediums are all about.
No. It’s an alien life form …
7. | 2020
C X . R E P O R T
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1961: “Automation Might End
Most Unskilled Jobs In 10 Years”7
Dystopia has been a popular theme since the beginning of consumer advancements in
technology. We have always feared the future and its often unintended consequences.
This 2017 tweet has garnered over 400K views. The headline comes from Google news / Sydney Morning Herald
October 12, 1961. Keep in mind, experts all believe that policy needs to be addressed, not technology.
Source: @twitter @spencerchen @google @jmhorp @mitsmr @johnmaeda
8. | 2020
C X . R E P O R T
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8
The Design in Tech Reports followed a trajectory that ended up right near the questions
that were raised in How To Speak Machine — questions about how to speak human.
The trope of, “Speed, price, quality: you only get to pick two” … gives way to, “you get all three with computational
design!” That means undesirable work can get automated so that you can work on the parts that you want to do.
Source: @johnmaeda
Design
Thinking
Computational
Design
Value creation
Classical
Design
Text
Design
In Tech
Report 2017 John Maeda
https://designintechreport.wordpress.com
CHINA DESIGN
2017 47 pages)
#DesignInTech Report
John Maeda, Design Partner
Kleiner Perkins Caufield & Byers
1
TEAM: JACKIE XU (TALENT), AVIV GILBOA (MARKETING & COMMUNICATIONS), JUSTIN SAYARATH (TALENT)
WITH SPECIAL THANKS TO CHRISTINA LEE, JULIET DE BAUBIGNY, MARY MEEKER, MIKE ABBOTT
5/15
v 1.1
DESIGN → DE$IGN
2015 39 pages)
Design Partner | Kleiner Perkins Caufield & Byers
March 14, 2016
DESIGN
INTECH
REPORT
KPCB Team // Jackie Xu, Aviv Gilboa, Justin Sayarath
With Special Thanks to // Michael Abbott, Juliet de Baubigny, Scott Ryles, Lynne Chou, Christina Lee, Andy Chen, Muzzammil Zaveri, Arielle Zuckerberg
Designed By // Luna Chen 陈清源, Danqing Wang 王丹青 // China Design 中国设计
2 0
1 6
1
John Maeda
MBAs ❤ DESIGN
2016 49 pages)
DESIGN INCLUSION
2018 91 pages)
DESIGN
2019 98 pages)
A.I.
13. | 2020
C X . R E P O R T
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FIRST NIGHTSECOND NIGHT13
What’s Moore’s law? I heard that it’s ending already. So what’s the big deal? I certainly didn’t
learn about it in high school or in college. So it can’t be important. Right?
In How To Speak Machine I describe two ways to understand why it’s important to know. The first way is by thinking of
the lily pond example from an old British riddle. The other way is to the chessboard analogy.
Source: @johnmaeda @penguinbooks
🌲 🌲 🌲
On Day 30
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
👈
🌲
🌲
🏡
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14
Computation according to How To Speak Machine can be learned in 6 parts. It takes
inspiration from Bowie by describing it as an alien-like material.
There are three set of properties that computation embodies as “alien-like” materials that are entirely unnatural. As a
result, when you build things out of computation there are three unique considerations.
Source: @johnmaeda @penguinbooks
1. Machines Run LOOPS.
Computation never gets tired, and a promise to do something forever is 100% kept.
2. Machines Get LARGE.
Computation spans the infinitely large and the infinitesimally small without breaking a sweat.
3. Machines Are LIVING.
Computation lets you emulate the cognitive and mechanical behaviors of living things.
Three Alien-like Properties Of Computation
4. Machines Are INCOMPLETE.
It’s wiser to deliver unfinished products than to waste time creating your masterpiece.
5. Machines Can Be INSTRUMENTED.
It’s wiser to learn how to serve your users than to simply bet on your being right.
6. Machines Automate IMBALANCE.
We should expect artificial intelligence to be just as dumb as we are.
Three Ways That Computational Products Are Unique
15. | 2020
C X . R E P O R T
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15
The phrase “the 4th Industrial Revolution” captures this unusual period we’ve entered
which is unlike anything before. But you just don’t notice it. It’s invisible. And everywhere.
Reading from left to right, the 1st Industrial Revolution (IR was the steam engine. The 2nd IR was electricity. The 3rd
IR was the computer. And the 4th IR is all the computers (and people) connected together right now.
Source: @johnmaeda @wef
1 2 3 4
🚂 🔋⚡
📱
🤳
☁
🤳🤳🤳🤳🤳🤳🤳🤳
16. | 2020
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16
The business implications of computation are easy to notice macroscopically, and we can
expect its impacts to continue during the 4th Industrial Revolution.
Starting this week, International Business Machines will spend more than $200 million on a global advertising and
marketing blitz to convince everyone that the Web is a grand place to do business. Big business.” WSJ 1997
Source: macrotrends.net @wsj “What’s an e-business? 1997
Recessionary
periods …
…
Remember
Y2K?
Netscape
is born
iPhone 1
is born
Blackberry
is born
iPod is
born
…
Mass
Consumerization
of Computation
“
17. | 2020
C X . R E P O R T
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17
The popular acronyms “B2C” and “B2B” are shorthand for value exchange during the 4th IR.
Although easy to type, they miss a fundamental aspect of the computational era: loops.
SSL Secure Sockets Layer) was invented in 1994 by Netscape — and it led the way towards e-commerce becoming a
viable option for consumers to make purchases safely over the then emerging World Wide Web.
Source: @google
Michael Aldrich
demonstrates
“teleshopping”
📺 ☎ 🤖 🛍
SSL
🔒
B2 B
B2C
B2B2C C2B2B
G 2BC2B C2 CE2 B
B2G B2E B B 2 C
B 2 E
B2C2B
Business
Transforming
Itself
Business
Transforming
Itself
Consumer
Transforming
Themself
Business
Transforming
Itself
Employee
Transforming
Themself
18. | 2020
C X . R E P O R T
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“
Marketing Iterations
Run Fast
Hey! Buy me!
Pick me! Me!
I am the one!
Get started here.
Works well, huh?
You need help?
Stay with me!
Product Iterations
Run Slower
EXIT
ENTER
ONBOARD
USE
STRUGGLE
GET SUPPORTED
COMMIT?
TRIGGER
CONSIDERATION
EVALUATION
AWARENESS
💸
The only way one can really cover the entire surface of engagement with the buyer and
customer, in an infinitely long engagement loop, is through computation.
In the 2020 CX Report Participation Survey, I asked who should be accountable for this entire experience. The most
common answer was: “It’s everyone’s responsibility.” And that, of course, means nobody.
Source: @johnmaeda
Buyer Experience Customer Experience
Product Earns
Customer Loyalty
Slowly
+
Product Evolves
Slowly
Marketing (or Sales)
Converts Buyer
Quickly
+
Shifts Strategies
Quickly
18 | 2020
19. | 2020
C X . R E P O R T
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19
Many companies are in various states of “gone digital.” We’ll get a bit nerdy by using
the Kardashev scale in relation to a company’s digital transformation status.
The Kardashev scale comes from astronomer and science fiction writer Nikolai Kardashev (19322019 as a model for
the total energy available. If we consider the alien life form of computation, I think it’s an apropos metaphor.
Source: @johnmaeda @wikipedia
Type 1 or the “Planetary Civilization”
can use and store all of the energy
available on its planet. Let’s call this
kind of organization one that’s
mastered paper and the digital office
to an extent that they are users of
technology. They know how to search
on the Internet and make it useful.
Praying
That
You’re
Not
Here
I
Type II or the “Stellar Civilization” has
made its way out of a typical office and
is a first-class citizen on the Internet.
They’ve figured out how to use it for
basic owned digital marketing efforts
and/or deploying sensors in their supply
chain and/or just being more efficient
with what “e-business” can be about.
They’ve fully leaned into funding
experiments that let them be digital.
Hopefully
You’re
Not Stuck
Here
II
Type III or the “Galactic Civilization” has
ventured fully into the entire universe of
social media to cover a giant surface
area of contact with many consumers. In
the are of B2B, the interconnect
between internal business processes
and automating the supply chain is
already well underway.
Ideally You
Are Right
Here
III
Type IV or the “Universal Civilization”
has made forays into AI and machine
learning. They’ve managed to navigate
autonomous technologies to achieve
uncanny (not just desperate) acts of
digital and have entered a space where
they’re not entirely sure of the ethical
implications of what they’ve set loose in
the world. The level of complexity is at a
scale that can’t be easily unwound.
Big Tech
Is
Over Here
IV
Type V or the “Multi-Universe
Civilization” has made the techie
“singularity” vision occur and the “oops”
moment has happened for humanity
where there’s no turning back. But
perhaps something wonderful has
happened instead of just the dystopia
we’re told shall one day appear.
V
20. | 2020
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20
The possibility for unintended consequences at a Kardashev scale greater or equal to three
is high. And it can happen at a level of complexity that we won’t be able to easily fathom.
Government programs and private-sector data collection are destroying our privacy,
pushing us towards a 24-hour surveillance society.” ACLU 2004
Source: @johnmaeda @ACLU @unsplash photo by Federica Galli
Text
Design
In Tech
Report 2017 John Maeda
https://designintechreport.wordpress.com
41@jshoee @alistairmbarr @theeconomist @daveyalba @kashhill @alexjamesfitz
Historically speaking, technology
products weren’t designed with
inclusivity in mind because the users
of the products were generally the
makers of the products. The number
of people using computers used to
be very small. However today, due
to smart phone proliferation,
everyone is now using computers.
To design for everyone, we need to
now think and work more inclusively
than ever before.
A Shift:
Moving towards
inclusivity
ALISTAIR BARR
The Wall Street Journal
Google Mistakenly Tags Black
People As “Gorillas” Showing
Limits Of Algorithms.
July 2015 June 2016
More Airbnb Customers Are
Complaining About Racism.
Aug 2016
Clearly Snapchat Doesn’t Get
What’s Wrong With Yellowface.
How Nextdoor reduced racist
posts by 75%
Aug 2016
Airbnb CEO: “Bias and
Discrimination Have No
Place” Here.
Sep 2016
Companies trending upwards
in design perception:
Survey
A.W.
The Economist
DAVEY ALBA
Wired
1. Airbnb
2. Google
3. Slack
4. Microsoft
KASHMIR HILL
Fusion ALEX FITZPATRICK
Time
Section 5: Design is by Nature, Inclusive
CHINA DESIGN and the start of the shift in 2018 to DESIGN INCLUSION
Design In Tech Report 2017 47 pages)
ALISTAIR BARR
The Wall Street Journal
Google Mistakenly Tags Black
People As “Gorillas” Showing
Limits Of Algorithms.
July 2015
June 2016
More Airbnb Customers
Are Complaining About
Racism.
A.W.
The Economist
August 2004
“Scary Pizza” by the ACLU
C X . R E P O R T
“
21. | 2020
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21
The reality of how digital technology intersects with society is profound. By learning how
to speak machine, and how to speak human, you get to transform this new, alien world.
The blue pill or red pill is a reference to a popular 90s film, The Matrix, which speaks to the power of computation
when it gets to control your reality. The blue pill signifies “not knowing” and the red pill signifies “waking up to reality.”
I Like My Reality
The Way It Is
I Can Take The
Truth … I Think
Source: @johnmaeda C X . R E P O R T
Praying
That
You’re
Not
Here
KARDASHEV I
Those
Who
Speak
Machine
Know
…
KARDASHEV V
| 2020
22. 22
BUT FIRST … A
SPECIAL MESSAGE
FROM OUR SPONSOR
Source:@lunchbreathinthe2020CXReport
24. C X . R E P O R T
20 20
24 - For the exhausted CMO, the newish CTO, the wired CCO
- You’re good with Kardashev I or II, and need to get to III
- You know how to speak un poco machine
Source: @johnmaeda C X . R E P O R T
KARDASHEV IIIKARDASHEV I
| 2020
Blue Pill
25. C X . R E P O R T
25
Our customer experience looks like our
org chart! Even down to our departments
and roles. How do we fix this?
—every successful Fortune 1000 company
Source: @johnmaeda
Overheard in all organizations bigger than one person …
C X . R E P O R T
| 2020
26. | 2020
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26
Using Google’s auto-complete for CX Marketing, Customer Support, Customer Service,
Customer Success, User Experience, Service Design, Customer Journey float to the top.
Visualization above is using Andrei Kashcha @avanka’s tool on Github for visualizing auto-complete graphs. It’s pretty
amazing if you haven’t tried it yet. https://anvaka.github.io/vs/?query=customer%20experience
Source: @anvaka @johnmaeda
27. | 2020
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27
The relative importance of CX versus UX depends upon who has the larger budget for
experientially-minded customer-facing initiatives. That’s usually marketing.
The CX community often comes to the conclusion that EX Employee Experience) lies at the crux of an organization’s
ability to become truly customer-centric. I agree with that 100%, and that’s why I’m partial to the SHRM.
Source: @johnmaeda @sdnetwork @digital_gov
Pre-Purchase Post-Purchase
cxpa.org
Founded 2011
58 Networks
Business
Founded 2003
200 Networks
Design
ixda.org uxpa.org
Founded 1991
48 Chapters
Usability
Just Digital
Experiences
IRL and Digital
Experiences
In essence, UX is part of a
broader CX, but CX contains
some aspects outside of a
product that UX does not.”
—Tim Lowden, GSA
“
Founded 2004
RELATED MEMBERSHIP ASSOCIATIONS
Founded 1914 Founded 1965
UX CXUX CX
28. | 2020
C X . R E P O R T
20 20
28
The idea of a start-up versus and end-up is something I developed with Becky Bermont in
2013. It honors companies that ended up successful, but with a slight twist.
In How To Speak Machine, the idea of an “end-up" is introduced to illustrate how difficult it can be to transform an
existing organization to act like a startup. And often times that is for good reason. Being a grown-up isn’t a bad thing.
Source: @johnmaeda @beckybermont
digital
platform
external
dev
platform
Start-ups End-ups
Want to be something Already are something
Agile Stable
Culture is forming Culture has formed
Have little Have lots
Have little to lose Have lots to lose
Try something for the first time Tried everything and know what works
Unproven Proven
Do what needs to get done Clear roles and responsibilities
Flat structure with empowerment Hierarchical structure with rules
May come and go Stand the test of time
Heterarchy Hierarchy
Grown-ups
29. | 2020
C X . R E P O R T
20 20
29
Startups are low in politics compared with grownups because there’s so few people in them.
There’s a lot of “heads" without bodies, and with tons of overlap in roles and responsibilities.
An organization’s structure, by definition, is going to be visible in how the product that’s delivered gets manifested.
That’s because scale happens through specialized functions that need to be held accountable for doing their part.
Source: @doesnotexistbot @johnmaeda
JOIN OUR TEAM
CEO
Head of
Data
Head of
Engineering
Head of
Product
Head of
Design
Head of
Support
Head of
Growth
Vernon the
Horse
30. | 2020
C X . R E P O R T
20 20
When your startup succeeds at becoming successful at covering the entire surface of
interactions without blowing up, then you’ve ended up successful. You’ve grown up!
In an all-digital experience, it’s one thing to consider everyone connected to what’s delivered by technology. But with
an in-store or on-premise experience, that adds yet another degree of complexity to delivering a holistic experience.
Source: @doesnotexistbot @johnmaeda
30
Buyer Experience Customer Experience
“Our experience feels like our org chart!”
31. | 2020
C X . R E P O R T
20 20
31
Source: @johnmaeda C X . R E P O R T
| 202031
32. | 2020
C X . R E P O R T
20 20
32
Where I Stand
Marketopia
There’s no logic to the how I placed
these roles and owners on this page.
I’m just a fan of team photos :+)
C X . R E P O R T
20 20
C X . R E P O R T
| 202032
33. | 2020
C X . R E P O R T
20 20
33
My opinions get stronger by listening to what’s out there. Keep in mind that everything I’m
sharing is an opinion — and in some cases I have an educated one.
Is it better to do user research than do no user research? I’m of the former belief so I listened to 937 people besides
myself to try and represent a sliver of their respective biases.
Source: @johnmaeda
秦宇雯, 欧永和, Zorica Kosztelnik, Zoey Z, Zhouxing Lu, Z, Yunus Tunak, Yrgo, högre yrkesutbildning, Yiwei.H, Yin Lee, Yihaur Lin, Yi-Luh Ho, Yeong Yee, Yannis Paniaras, Y, XIIIIANG, Xiaobei Yu, Xavi Jordan, X, Wouter Boender, Wolfgang Gauss, wla9d at yandex, William
Schindhelm Georg, Will A, Wessel Olivier, Wessel Jansen, Well Wisher, wanyan, Vitor Fernandes, Vishal Ramawat, Vincent Garcia, Vinayak Bhandare, Vikram Sood, Victor Silva, Vee, Ve Dewey, Valerie Vacante, Founder, Collabsco, Val Vacante, Founder, Collabsco, Uzair,
Ugendran Letchimenan, Udo Schliemann, Tyler Ransburgh, Tyler Michael Conover, tyara_zou_0117, Tung Jen Tsai, TS Balaji, Troels Nørlem, Travis Kirton, Travis ⛵ ➡ , Tracy Moore, Toshio Taki, Toshiki wada, Tony Olsson, Tom Gray, Tom, Tolga Inam, Todd Zaki Warfel, Todd
Walker, Timothy Scholl, Timothée Wirth, Tim Buesing, Tim Banker, Thomas Yung, thomas pavlak, Thomas Essl, thanks for the study, Thank you always, thank you, Tess Herrmann, Taylor Jennningss, Tasha Lutfi, Taru Rastas, Tanvir Alam, Tanushree, T, Sy Chonato, Suresh
Ramaswamy, Suresh Anand, Sunil Malhotra, Sukanya Panda, Sudeep Chhabra, SUBMIT, submit, SU, Steve Bacall, Stephen Peters, Stephen Kirk, Stephen Gates, Stephen Folan, Stephan Ritter, Stephan Riess, Stephan J Clambaneva, IDSA, Steph Bannister, Stela Mazoli
Jaouiche, Stefano Raglione, Stefanie Knoren, Stefan Wanner, Stefan Ulrich, Stefan Bauer, Stacey Zhou, SrValladares, Sridhar Dhulipala, Sparsh Bhure, Soumya Kundu, Verizon Hyderabad., Soshi Samejima, Sonali Banerji, Sisirnath, Simon Wassef, Simon Parbutt, Silvio Meira,
Siddharth Vanchinathan, Siddarth Kengadaran, Shuichi Shibukawa, Shivi C., Shira Kates, Shi, Serota, Sergio Majluf, Sergio Compean, Sergio A. Parra, Serene Mireles, Serena, Selki, Seiji Sato, Sebastien Chung, Sean McHarg, Sean, Scott Murray, Saumya Sunder, Satyam
Kantamneni, Sarah Chien, Sara Whalen Shifrin, Sara Michelazzo, Santiago Mujica, Saneef Ansari, Sandra Niehaus, Sandra, Samuel Pirès, Samuel Palm, Sameer Dwivedi, Sam Jones, Sam Clark, S. E. Shoueiry, S, Ryo Kikuchi (ZeBrand), Ryan C. Welsh, Ruth T, Rup Sen, Owner/
Founder @ JustMagic, Rui Rocha, RPS, Rory de Graaf, Ronald Tong, Roland-Philippe Kretzschmar, Roland Sailer, Rodrigo Peixoto, Rodrigo Fajardo, Rodrigo Fajardo, Roberto Pesce, Roberto Meir, Roberto Maggio, Roberto Cervantes, Roberto Cabezas H, Robert Rivera, Robert
Quintero, Rizwan Iqbal, Rikus hillmann, Ricky Zhang, Rich Hauck, Rhea Thomas, Renn Scott, Renato Winnig, Remeshan, Reed Reibstein, Red Lemonade Creative, Rebecca Kauffman, Răzvan Țugui, Raven L. Veal, PhD, Rasoul Khosravi, Raphael Chun, Raoul Flaminzeanu, Randy
J. Hunt, Ralf Gehrig, Rajiv Kaul, Raji, Raik Ilves, Rahul Bhatli, Raffie, Raffaele Rainwiz Boiano, Rafael R., Radley, R, Qu Mo, prof courtnay guimaraes jr, Prince Boucher, Poon, Poarangan Brand Design & Consulting, Piotr, Pierre-Denis Autric, Philipp Maul, Philip Man, Phil Golub,
Peter Weibrecht, Peter Watson-Wailes, Peter Reibel, Peter Pries, Peter Pries, Pete Kinser, Per G. Bergfors, Pedro Sanoja, Pedro Custodio, Paul Thurston, Paul Isakson, Patrik Beskow, Patrick N. Donegan, Patrick Marcelissen, Patricia Diaz, Paopaofu, Paola Rojas, Pam
Gottsponer, Pallavi Dubey, Pablo Zarate, oyobe, Oscar Martínez Ciuró, Osborn SB CHENG, Omri Reis, Olufemi Adesina, O, nroushan, Noriko Murata, None:), none, none, Noel Cunningham, No thanks!, No thanks :), no thanks, No thanks, no thank you, No, Nitin Gautam, Nishita
Karun, Nimit, Nils Sköld, Nikolaus Kaiser, Niels van den Brink, Nicolas Kittner, NICOLAAS BIJVOET, Nick Turner, Nick Cochran, Nathan Delavictoire, Nate Otto, Natália Franzon Catarino, Nariko, Naomi Clare Crellin, Nancy Xu, NaN, Namah Pandey, N/A, N/A, musho, Mr. Elijah Affi
(Takeout Media Nigeria), Mr BRIAN MORRIS, motoharu ueda, Morgan de Boe, Monica Dalla Riva, MODAL SYSTEMS Ltd, miss, Millie Lin, Milan Kocic, Mikkel 'Rouge' Ruge, Mike Matyscak, Mike Flynn, Miguel Magaña, Miguel Ángel Pérez, Michelle Tai, Michael Plater Findlay,
Michael Lattanzi, Michael Held, Michael D'Argenio, Michael Balof, Micah Z, Mercime, Melissa Clark, Melissa Chardet, Melissa A. Hui, Mel Choyce, mediumstudio, MDove, Maya Czajkowski, Matthieu Gioani, Matic P., Mathias Jespersen, Masafumi, Mas Syah, Mary Rinaldi, Mary,
Martino Liu, Martin Sidoruk, Martin Edic, Martin Brady, Mark Wagner, Mark Roland, CIO, Abenity, Inc., Mark, Mario Coletti, Mariano Suarez Battan, Mariana Ivanova, marcy, Marcos Nahr, Marco Salinas, Marco Marangon, Marcelo Mazzini, Marc Rabinowitz, Marc Nothrop, Marc
MacIntosh, Manuela Quaresma, Manuel Cramer, Manu Tendulkar, Manos, Mamiko Nagao, Maku, Makoto, Mahesh Velliyur - Advancing a human-centered future, Macky, M Polkosky, Lyndon Cerejo, Lukas Zygiel, Lukas Kreutzer, Luis Madureira, Luis López Toledo, Luis Colin,
Luigi, Ludvik Herrera, Lucien Coy, Luciano Lauri Pires, Luca Vergano, Lu Xiaoyang, Lourenço Rodrigues, Louise W. Klinker, Lorraine Siew, Lori Landesman, LMC, LL, Liz Cormack, Liz Chen, liujiamin, Liu Yanbo, Liane Hatch, Lia Garvin, Leslie Bayona, Leonardo Lins, Leonardo
Kilhian, Leo Queiroz, Leigh Anne Miller, Leandro Martins, Lauren Mosenthal, Lauren, Laura Soler Rodríguez, Laura Martini, Lary Tertuliano, Lalaine Gedal, L. Maione, Kyle Johnston, KW Ho, Kshitij Sawant, Krystal, Krid Fung, Konrad Pitala, Koji Miyata, Koji Anzai, KJ, KJ, Kishore
Bhatia, Kiran Nambiar, Kinya Tagawa, Kim Vigilia, KEW, Kevin Zi Liu, Kevin Mitchell, Kevin Hawkins Jr, Kevin Bethune, CCO of dreams • design + life, Kerim, Kennen Pflughoeft, Kenji Nakamura, Keith Instone, Keith, Keisuke, Kazi, Kazami, Kay Meseberg, Kay Meseberg, Kavita
Appachu Work, Katsuki, Katie Li, Kathleen Brandenburg, Kartik Parija, Kara Pastour, Kaladhar Bapu, K.Mercado, Justin Schafer, Justin Osman, Jure Trček @ Better.care, Julien Perera, Juga Singh, Jt Williams, Joshua Distler, LiveSurface, Josh Silverman, Joseph J. Michael,
Joseph Dickerson, Jose Coronado, Jordi Mon Companys, Jordi, Jordan W. Lee, JORDAN, Joowon Jason Kim, Joniel Franco da Silva, Jonathan Orosco, Johnny Sha, John Young, John Sullivan Hamilton, John S. Couch, John M Gleason, John Buckley, JoEllen Kames, Joel
Monteon, Joel Maurinier, joe public, Joe McGonegal, Jodi L., João Tiago Camargo, Jinsung Kim, Jimena Guijarro, Jim Antonopoulos, Jill Groeber, Jessica Luo, Jesse Niemelä, Jesse Dugas, Jerrod P, Jeremy Walker, Jens Voigt, Jeff R. Downson, Jeff Jean-baptiste, Jeff, Jeanny
Wang, Jean-Emmanuel Séré, je, JDM, JBarker, Jayson Bell, Javier Molina Romero - GTD "The Learning Company", Jason Mesut, Jason Greene, Jaron Heard, Jarin Tabata, Jamie Van Zandt, James Young, James Tu, James Brown, Jai Djwa, Jafman, Jadson Dantas dos Santos,
J.B. Chaykowsky, Izwan Ismail, Isma, Ishita Chaudhuri, Isabelle Baumgartner, Iris Mou, INO, Ines, Iñaki Escudero, Ian Pawelec, Ian Hall, Ian Casey Abinoja, Ian Alexander, Holly Burroughs Cole, Hiroyuki Takeuchi, Hiroshi, Hironobu Aoki, Himanshu Goyal, Hillary Law, Henry
Hyunrok Sung, Henrik Persson, Henrik Mitsch, Heine, Hehe, Hector Baide Munoz, Heather Stallings, Heath Alexander, Hau-Ben Benjamin Shih, Hans Ruitenberg, Hajj Flemings, Hadijah Larasti, Guy M, Gustavo Borja, Guillaume Abel, Gufm, Guannan Xu, Greg Storey, Greg Storey,
Greg G, Greg Csikos, Gonzalo Roqué, Gonçalo Esteves, Gita, Giovanni Scaglia, Giovanni C. Magnani, Gina Lendl, Gigi Kalaher, Giacomo Monti, George, Gaurav Mathur, Gaurav Lal, Garrett Smith, Gaby Betancourt, Gabriele Musella, Gabor Sooki-Toth, Fredrik Hildebrand,
Francesco d'Angela, flavio nazario, Flavio "Lee" Budoia, Filippo Di Trapani, filip skrzesinski, Fernando Travieso, Fernando Garcia, Feridoon “Doon” Malekzadeh, fengzhao, Fady Rostom, Fabio Crestoni, Fabian Ng, Ez B, evano, eva foo, Eugene Zhuravliov, Eugene Willard, Ethan
Mackin, Ethan Geyer, Estela Duhart, Erlend Debast, Erik Johnson, Erick Mohr, Eric Tu, Eric Robinson, Eric Eng, Eoin O'Connor, Enigmatic, EN, Emre Tuna, Emmanuel Ruffo, Emir, Emily Campbell, Emiliano Potignano, Elmer Zinkhann, Elmar Trefz, Ellie Kemery, Elizabeth Srail, EJ
Weller, Eilís Delany, EGarton, Efrat Friedland, Edwin Rager, Eduardo Rajão, Edgar Anzaldua, Duda Rodrigues, Dr. Klaus Reichert, Dominic Edmunds, Dmitri Nikolajev, Dji-ming LUK, Dirk Cleveland, Diones Calisto, Diego FG, Diego Esquivel, Diego A. Rodriguez, Diana Glozman,
Dhan Bhat, Design I/O, Dennis Eusebio, Deepak Bhardwaj, Dee Seaver, Dawn Ahukanna, Davide Genco, Davide, David Robert, David Lacasa, David Knies, David Herring, David H Miller, David Espeso, Dave Turnbull, Dave Edwards, Sonder Scheme, Dave Birckhead, Daryl Choy,
Danilo Bojic, Daniele Grosso, Daniela Romero, Daniel Risi, Daniel Peterson, Daniel Obayashi, Daniel Escapa, Dani Cardelús, Dan Martinez, CR, Claudia Robiou, Ciara Peter, Christopher Schwing, Christopher Schutte, Christopher Nguyen, Christof Zürn, Christine Webb, Chris
Henderson, Chris Duffey, Chloe Fong, Chino Wong, Chie YOKOYAMA, Chester, Chao Zhang, Changying Zheng (Z, Chacko Poothicote, César Héctor, Cecilia Byberg, cc, Catherine Hills, Cass Kelsall, Carolina., Carolina Cestero, Carol-Anne Ryce-Paul, Carlos PESSOA, Carlos
Alonso Pascual, Canadian CEO, Camilo Oliveira, Camilo Barros, C to the B, Bryant Castro, Bruno Borella, Bruce Rasa, Brian Ling, Brian C. McDonald, Brian, Brett Strouss, Brandon Jones, Bradley Harris :), Brad Barrish, BPK, Bilgi Karan, Bianca Gorgoglione, Bhumika Sharma,
Betty Zhang, Benoît Drouillat, Benno Loewenberg, Benjamin Real, Beni Goldenberg, Ben Potts, Ben McCormick, Ben Hedrington, Ben Hamley, Beatriz Freindorfer, Barbara Marcantonio, BadGenius, ba gaffney, B Cavello, Ayesha Yunus Dawood ( Could not find a spot to clarify I
work remotely as well as interface I person), Atilay Unal, Asli Aydin, Ashish Tripathi, Ashish Prashar, Asaad El Salawi, Arturo Rios, Arturo Leal, Arandanos, Anupa Dasgupta, Antony Marques, Antonio Latto, Antonio Civita, Anonymous, thank you!, anonymous, Anonymous,
Anonymous, Anon, Anita, Andy Vitale, Andy Proehl, Andy G, Andrey Zorin, Andrew Thong, Andrew Kearney, Andres Urena, Andres Lopez Josenge, Andrés, Andreia Mesquita, Andreas Wegner, Andrea Camerino, Andrea Amico, André Wiklert, Andi Rusu, Ananya Vetaal, Amish
Desai, Amey Jain, Alvis Ko, Alok Nandi, Alivia Duran, Alisa dePedro, Alicia Jarvis, Ali Luch, Alfredo Aponte, Alexandra Charlton, Alexandra Candelas, Alexander Köpke, Alexander Dudiven, Alexander af Ekenstam, Alex Michaelis, Alex Gostev, Aleks Andjelopolj, Head of
Innovation, INN8, Alejandro Cremades, Aldo Fontana, Albert T, Alan Smithee, Alain, Akshat Srivastava, AIRLAB SUTD, Aiko, Agoston Nagy, Agnieszka, Aga Szóstek, Adrià Montiel, ADR, Adam Williams, Adam Webber CallCast.co, Adam Czarnik, Adam Chapman, Abhinit Tiwari,
Abhinav Gupta, Abhijith Nayak, Aaron A Beasley, Aadesh Mistry, A. Hamilton, A girl has no name :P, 3 , @paatchii, @aseoconnor, '+, ., :), :), , ;+), ---
937 | 8% T, 19% B, 71% D
34. | 2020
C X . R E P O R T
20 20
34
If you were to pick the main accountable owner(s) of ‘Customer Experience’ in your
organization, which would it be? Choose as many as you like.”
From the 2020 CX Report Survey (938 cleaned samples with 20% self described as product or biz owner, 71% self-
described as design or research, and 9% self-described as eng or tech). Results are displayed proportionately.
Source: @johnmaeda
For healthcare the word "customer" should be "patients," for government the word should be "constituents," and for all non-profits the term will vary broadly.
10%
20%
30%
40%
50%
Product Marketing Sales Engineering Research Support Operations F&A HR Other Design
Product or Biz Owner Engineering or Tech Design or Research
“
Everyone (40%
CEO 9%
35. | 2020
C X . R E P O R T
20 20
35
If you were to pick the main accountable owner(s) of ‘Customer Experience’ in your
organization, which would it be? Choose as many as you like.”
Source: @johnmaeda
For healthcare the word "customer" should be "patients," for government the word should be "constituents," and for all non-profits the term will vary broadly.
I have a customer experience function that’s
made up of marketers and behavioral
scientists, designers, strategists, behavioral
economists and service designers.
—from US
As a sole proprietor when it comes to
customer experience it’s more of a
continuum of hats that cover all these
groups except those I don’t have: eng prod
fin & accting.
—from US
In b2b everyone plays a role.
—from US
⾸首席体验馆 (Chief Experience
Officer) —from China
Admins, providers, plebs. Clinical staff
interfaces directly in person and virtually with
our consumers.
—from US
Customer Support and Product they have
the top down and bottom up views.
—from The Netherlands
Everyone in the organization must think
about the customer, and their needs, I
believe we all must together anticipate our
customers needs.
—from Nigeria
I work in education. Marketing, sales,
academic instructors, career advisors.
—from Australia
Cross functional teams from across the
business.
—from Australia
Everyone—is this a trick
question? —from US
Every single employee, because everyone is
contributing to the experience of products
that we build.
—from India
The ones facing customer interaction with
our services. Sales, Customer Support.
Internally, Eng, Design and Research team.
—from Germany
Every single collaborator should be
accountable for CX.
—from Brasil
Support, Marketing and UX.
—from S Africa
The marketing department, but preferably a
separate CX department.
—from Belgium
Director of Customer Experience.
—from Czech Republic
Marketing, research, training, service
development, sales, after sales feedback,
customer hotline team.
—from Hungary
CEO and the most senior design leader.
—from Argentina
The director or project manager.
—from Chile
Everybody should acknowledge that part of
their work has the potential to affect the
customer, and strive to refine that part of
their work.
—from Denmark
There should be responsibility at different
levels, from the direct execution to the
design of the strategy, to the mandate of CX.
—from UAE
Most departments should be thinking about
this, marketing, product, design, sales
customer success etc.
—from Ireland
Everyone involved in keeping the business
relevant through the time…
—from Italy
Everyone should be accountable in a
decreasing manner starting from the CEO.
—from Japan
A mix between sales, design
and product. We are a small
startup though, so everyone
contributes. —from Mexico
All departments who interact directly with
the customers. But they should be properly
aware of it.
—from Finland
Whoever needs to impact the experience
best for clients.
—from China
Those who manage individual risk decisions
related to clients.
—from Hong Kong
CX should be managed at the CxO level,
independent from other Business Units but
still have a end2end view and power to push
things through.
—from Turkey
The CEO and the COO (We are a field
service provider; operations faces most of
our B2E customers).
—from Malaysia
CX is a mindset that underpins great
products and services. It should be
addressed at the company culture level.
—from Portugal
Design, Sales, Marketing, Support.
—from Slovenia
Every department involved in the experience.
—from UK
Accountability should be with the product
owners, with design being responsible for x-
product experiences.
—from UK
CEO, Directors, they are very
very old school. —from Spain
Sales and Operations.
—from Philippines
Business Development.
—from Indonesia
CS (support and satisfaction) providing
information to UX who can research and
share with product who with sales, decide
the roadmap.
—from Canada
Everyone should be at least
mindful of it, and able directly
or indirectly make positive
contributions to it.
Accountability is collective.
—from Kenya
Research.
—from France
Customer experience should be an ambition
carried by the design team.
—from France
All departments.
—from Austria
There should be an integration of Ux
research, Product, Design and Marketing,
not yet fruitful in our org due to silo views.
—from Puerto Rico
the leader of working group regarding CX.
—from Korea
BU representatives who engage customers.
—from Singapore
As it is one woman show...it s just me and
everything and everyone that works with me
as a service provider that helps me build my
business.
—from Bulgaria
Everyone.
—from Estonia
Everybody of our organisation should have
customer experience in mind in order to
support the business finally. Taking the long
term view.
—from Switzerland
Manager-level specialist with a full access to
the whole team.
—from Poland
From the 2020 CX Report Survey (938 cleaned samples with 20% self described as product or biz owner, 71% self-
described as design or research, and 9% self-described as eng or tech). Results are displayed proportionately.
A designated executive
reporting to CEO with the
organization embedded in all
departments. —from Sweden
Every single employee participates on
delivering customer experiences.
—from Canada
“
36. | 2020
C X . R E P O R T
20 20
36
From the 2020 CX Report Survey (938 cleaned samples with 20% self described as product or biz owner, 71% self-
described as design or research, and 9% self-described as eng or tech). Results are displayed proportionately.
Source: @johnmaeda @jasondavies
If you were to pick the main accountable owner(s) of ‘Customer Experience’ in your
organization, which would it be? Choose as many as you like.”
For healthcare the word "customer" should be "patients," for government the word should be "constituents," and for all non-profits the term will vary broadly.
“
| 2020
37. | 2020
C X . R E P O R T
20 20
37
Traditional CX refers to a “customer experience,” but you only become a customer after
your purchase something. But CX usually refers to the entire experience.
The left side says “brand” a lot, whereas the right side uses “reputation.” It’s useful to think of “brand” as an asset
class that increases in valuation when the product is good, and it gets drawn down when the product is bad.
Source: @johnmaeda
Buyer Experience
Pre-Purchase Experience
Customer Experience
Post-Purchase Experience
The Cast
Product Folks
Business Folks
Supply Chain Folks
Customer Care
Ops Folks
Developer Folks
Design Folks
Content Folks
Research Folks
Data Scientists
Marketing Folks
…
The Cast
Marketing Folks
Sales Folks
Media Folks
Key Influencers
Ops Folks
Developer Folks
Design Folks
Content Folks
Research Folks
Data Scientists
Product Folks
…
38. C X . R E P O R T
38
If you only see one solution to a problem, then
you don’t really understand the problem.”
Source: @johnmaeda @superpedestrian (found on a whiteboard)
One perspective ain’t enough. So be inclusive as often as you can.
“| 2020
39. | 2020
C X . R E P O R T
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39
The word “experience” contains in it the idea of trying things out and experimenting —
which inherently introduces risk. But that can come with the reward of new knowledge.
It’s said that the best experiences are both novel and familiar at the same time. That’s something of a paradox. But it’s
kind of like how we like what we like, but we always appreciate spicing it up a bit so that it’s a little more new to us.
Source: @onlineetymology @google @johnmaeda
*per-
to try, risk
experience
late 14thc
observation as the source of knowledge; actual
observation; an event which has affected you
peril
expert
ex-
out of
peritus
experienced, tested
experiri
to try, test
experientia
a trial, proof, experiment;
knowledge gained by repeated trials
periculum
danger
expertus
tried
40. | 2020
C X . R E P O R T
20 20
In the 2019 Design in Tech Report I named six design trends in tech: Useful, Cool,
Handcraft, Speedcraft, Defense, Offense. My favorite one has always remained speed.
Back in 2008, Marissa Mayer made key contributions to UX space by emphasizing the importance of speed. This
approach made sense when considering how Google was one of the first clouds so speed = experience.
Source: @lunchbreath (Illustrations by Tony Ruth) @johnmaeda
40 | 2020
41. | 2020
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Computational experiences leverage the power of the infinite loop combined with the
invisible power of the cloud. The acronym “L.E.A.D.” encapsulates that power.
The inspiration for LEAD is NYT bestselling cookbook author Samin Nosrat’s, “Salt, Fat, Acid, Heat: Mastering the
Elements of Good Cooking” that led to a 2018 search I led to find the four ingredients of a computational experience.
Source: @lunchbreath @johnmaeda @publicissapient
2019
I want it now! Can I really trust you? Make it easy, please … Know me. Adapt to me.2020
Speedcraft Handcraft Useful Defense + Offense
42. | 2020
C X . R E P O R T
20 20
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On a semi-scientific basis, my analysis of 5,000 total samples says that Big Tech is on top
when LEAD is concerned. They are all unusually good at speaking machine.
Personally I was surprised to see that Microsoft wasn’t more top of mind for folks, but I also wasn’t too surprised
because it’s a dark horse that’s running hot and fast. IMHO Microsoft is #1 in the Ethical category.
Source: @johnmaeda
Google
Amazon
Apple
Netflix
Facebook
Microsoft
Airbnb
Spotify
#1#1
#1
#1#2
#2
#3
#2
#3
#3
#2
Name a few companies (or orgs)
that deliver lightning fast speed
as part of their value
proposition.
Name a few companies (or orgs)
that deliver on their company
values and ethics in how, or in
what, they bring to market.
Name a few companies (or orgs)
that deliver surprisingly easy-
to-use solutions and stand out
as accessible.
Name a few companies (or orgs)
that deliver superior
personalization and improve
thru iteration by leveraging data.
43. | 2020
C X . R E P O R T
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43
Just because you’re a startup doesn’t mean that you’re going to be LEAD-ing by default.
Grownup companies have been “digitally transforming” themselves to retake their LEAD.
The ethical dimension is the most interesting one because it involves so much human judgement. For that reason, AI
will not be successful at “parsing” it as something that’s easily understandable to it — that’s a good thing.
Source: @johnmaeda @harvardbiz “Time The Next Source Of Competitive Advantage” 1988
Easy-to-use means “the makers think like I
think", but that's not easy for everyone and
difficult for many”
Deque. Their main focus is to highlight
accessibility as not just a need, but as a
given right.
Daily Goods Design LABS and Myant —both
probably ones you haven't heard of as we're
up north in Canada :).
Swish, the Swedish payment app. It does
ONE thing: sends money direct and without
delay and super easy. They’ve had the
opportunity to grow the service to something
much bigger but kept their focus.
At a global scale? There are few grassroot
options but IMHO startup take accessibility
as either a marketing initiative or a feature
that gets provided, and then later gets
forgotten about.
I work for Facebook and I totally believe they
bring company values and ethics in
everything they are delivering to bring
people together
Ethics is a matter of perspective, and it’s a bit
political depending upon where you are in
the world.
Nike. They stand and act on their principles
and they are not afraid of getting political to
stand for their team or for their customers.
Teo Taxi is taxi on demand with all electric
cars and full driver salaries with benefits.
Netflix. For instance, when they recently
suggested that users downgrade their
subscription plans if they weren’t going to
use all the features of a more expensive plan.
Go with me here — but 1800 Contacts has
the greatest Customer Experience ever.
Consistently.
Many companies are adopting ideology on
top of their values, and it often backfires or
polarizes some of their customers.
Honestly, only small, local businesses come
to mind. Most that try to be intentionally
smart with data tend to fail miserably.
There’s plenty of resources to absorb on how
to make experiences that are digitally LIGHT.
But it’s useful to go much deeper into the
subject to fully understand how value speed
really is to a business of any scale. I
recommend the landmark “Competing
Against Time” 2003, which you can also
read in short form on HBR’s site.
44. | 2020
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44
TIME is the 3rd Law of Simplicity
The Laws of Simplicity was published in 2006 and is available in 14 different languages.
Source: @johnmaeda @mitpress
Savings in time feel like simplicity.
45. | 2020
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45
Whether a product or service is LIGHT and quick is a fairly rational assessment. The same
can be said for whether it’s DATAFUL or not. But being ACCESSIBLE is another story.
The word “accessibility” means something precise in the Disability Studies field. The word “accessible” calls into
question “easy for whom” or “accessible for whom” — and whether a universal design solution is ever warranted.
Source: @johnmaeda @nyt @wikipedia
Make it easy, please …
1. Apple (34%
2. Google (26%
3. Amazon (9%
4. Airbnb (6%
5. Netflix (6%
6. Uber (6%
7. Microsoft (6%
8. Facebook (6%
9. Spotify (4%
10. IKEA 3%
Lyft
Simple Bank
Klarna
WeTransfer
Swish
Dropbox Paper
Canva
Honorable Mention
Microsoft and Apple have some of the best resources on how to make
technologies easier to use and more “accessible.” But the fact is that
achieving “accessibility” is a different standard.
Know me. Adapt to me.
1. Google (41%
2. Amazon (30%
3. Netflix (16%
4. Apple (12%
5. Spotify (9%
6. Nike (7%
7. Facebook (6%
8. Microsoft (3%
9. Airbnb (2%
10. Uber (2%
阿⾥里里巴巴 Alibaba)
字节跳动 ByteDance)
Swiggy
Marriott
Sephora
Takealot
Peloton
Honorable Mention
I want it now!
1. Amazon (42%
2. Google (41%
3. Netflix (27%
4. Apple (16%
5. Facebook (11%
6. Microsoft (7%
7. Alibaba (3%
8. Airbnb (3%
9. Spotify (3%
10.Baidu (1%
McDonald’s
Jimmy John’s
FedEx
UPS
The London Underground
Apache
Netlify
Honorable Mention
46. | 2020
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46
I intentionally gathered the most data possible for the Ethical category because it’s the
most complicated. Sifting through all the samples, I came to the readings below.
Major brands want to be perceived as “ethical” but it comes to a question of “ethics by whose standards?” And
whether or not a set of products and services can be delivered 100% ethically.
Source: @johnmaeda @theguardian @rollingstone @theatlantic @fatemehx2 @forrester
Can I really trust you?
1. Apple (22%
2. Patagonia (19%
3. Google (11%
4. Microsoft (8%
5. Amazon (6%
6. Airbnb (6%
7. Nike (5%
8. Basecamp (4%
9. Tesla (4%
10. Salesforce (3%
11. REI 3%
12. Netflix (2%
13. Spotify (2%
14. Mozilla (2%
15. Target (2%
16. Tom’s Shoes (2%
17. Everlane (2%
18. Starbucks (1.9%
19. Mailchimp (1.3%
20. Facebook (1%
FINANCIAL SERVICES
USAA
Monzo
Nubank
Revolut
Lemonade
CONSUMER PRODUCTS
Sonos
Dyson
Warby Parker
Allbirds
Chobani
Lego
Oatley
Tattly
RETAIL
Trader Joe’s
Muji
Costco
Zappos
HOSPITALITY
Starbucks
Chick Fil A
TECH
Mailchimp
DuckDuckGo
Headspace
Ecosia
Typeform
Airtable
Invision
Webflow
MESSAGING
Proton
Signal
TRANSPORTATION
Virgin
Tesla
NPOs
gov.uk
Gates Foundation
AGENCIES
IDEO 5%
Mule Design
Projects By If
Honorable Mention
BRIAN MERCHANT
The Guardian
Life And Death In Apple’s
Forbidden City
June 2018
TIM INGHAM
Rolling Stone
Should Spotify Change The
Way It Pays Artists?
June 2018
WILL EVANS
The Atlantic
Amazon Warehouse Reports
Show Worker Injuries
November 2019
The risk of bad privacy practices is skyrocketing. If the
direct cost of failing to reach compliance isn’t enough of a
motivator, consider the costs you’ll face by alienating
customers with dark patterns or relying on creepy
surveillance data.” —Fatemeh Khatibloo (2020)
"But hey … I noticed a few things specific to any company
listed here …” And in general … #privacy …
“
47. | 2020
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30 March 2020
All around us we see signs that patriarchal capitalism and
exploitative business models place profit over privacy, and
47
Is there a solution? The question instead is whether there’s a simple question with a simple
answer. There needs to be a process by which we work on those Q&As together.
Sarah Gold's Projects by IF was featured in the 2019 Design in Tech Report to highlight the need for privacy use
patterns. Gold’s new work and the team she's building around Society Centered Design is quite something else.
Source: @sarahtgold @projectsbyif
societycentered.design
C X . R E P O R T
48. C X . R E P O R T
48
Then we have computer science. It is true that software cannot exercise
its powers of lightness except through the weight of hardware. But it is
software that gives the orders, acting on the outside world and on
machines that exist only as functions of software and evolve so that
they can work out ever more complex programs. The second industrial
revolution, unlike the first, does not present us with such crushing
images as rolling mills and molten steel, but with “bits” in a flow of
information traveling along circuits in the form of electronic impulses.
The iron machines still exist, but they obey the orders of weightless bits.
—Italo Calvino, Six Memos for the Next Millennium (1985)
Source: @johnmaeda @harvard
Italo Calvino (19231985 pulled a Bowie and described the cloud well before it came to be.
In the beginning there was LIGHT but keep in mind the heaviness that has arrived, too.
| 202048
49. | 2020
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Text
49
The Blue Pill World In A Nutshell
Source: @johnmaeda
Computational thinking is the new
systems thinking for business.
Nobody’s in charge of customer
experience because everyone is.
What’s experience? It’s a try-out, an
experiment, and it can be perilous.
If we all understand the cloud better,
then we’ll avoid Big Tech's blunders.
The 4th Industrial Revolution has
invisible smoke stacks everywhere.
The cloud connects us all together
in an infinite loop of engagement.
All modern experiences are made
with computation in some form.
C X . R E P O R T
| 2020
51. C X . R E P O R T
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51
Red Pill
- For the new gen CIO, the besieged CDO, the techie CXO
- You’re shooting for Kardashev III, IV, V
- You know how to speak machine
Source: @johnmaeda C X . R E P O R T
KARDASHEV VKARDASHEV III
| 2020
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52
For the 2015 Design in Tech Report, this dynamic diagram helped to explain the reason why
design came into the foreground in tech. It’s because of the “ouch” factor.
But one thing I profoundly missed five years ago was the amount of data that could be acquired with a comforting hug
around a user. It’s that suction force of data that will make the next generation of experiences even more incredible.
Source: @johnmaeda @kpcb
8AM 4PM
once in
the morning
once in
the evening
A pain point can become a “pain plane” on mobile. That’s a lot of ouch.
150 unlocks = checking your phone every 5.6 minutes
one interaction, one “ouch” just two ouch points
shared
customer
insights
| 202052
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53
The underlying advantage of the leaner, faster, meaner production treadmill is the
possibility to acquire tremendous amounts of insights on users at scale.
The battle for the future is not just about the ownership of data, but the fact that we don't really know how consumers
(or companies) don’t know how to manage the many levers that can controls who looks at what aspect of our lives.
Source: @johnmaeda
Buyer loop Customer loop
shared
customer
insights
Data
| 202053
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In just 9 years, storage increased 1024X like turning a dime into a $100 bill.
Source: @johnmaeda
It’s an alien life form and it's
going to crush our ideas of
what mediums are all about.”
“
C X . R E P O R T
| 2020
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56
The data piece is the interesting one that’s even more difficult to understand than computation because it involves
emerging and important discourse around who has the right to your data. You. Right? Well. Maybe not.
Source: @johnmaeda @wikipedia
Type 1 or the “Planetary Civilization”
can use and store all of the energy
available on its planet. Let’s call this
kind of organization one that’s
mastered paper and the digital office
to an extent that they are users of
technology. They know how to search
on the Internet and make it useful.
Type II or the “Stellar Civilization” has
made its way out of a typical office and
is a first-class citizen on the Internet.
They’ve figured out how to use it for
basic owned digital marketing efforts
and/or deploying sensors in their supply
chain and/or just being more efficient
with what “e-business” can be about.
They’ve fully leaned into funding
experiments that let them be digital.
Type IV or the “Universal Civilization”
has made forays into AI and machine
learning. They’ve managed to navigate
autonomous technologies to achieve
uncanny (not just desperate) acts of
digital and have entered a space where
they’re not entirely sure of the ethical
implications of what they’ve set loose in
the world. The level of complexity is at a
scale that can’t be easily unwound.
Hopefully
You’re
Not Stuck
Here
Praying
That
You’re
Not
Here
shared
customer
insights
Type V or the “Multi-Universe
Civilization” has made the techie
“singularity” vision occur and the “oops”
moment has happened for humanity
where there’s no turning back. But
perhaps something wonderful has
happened instead of just the dystopia
we’re told shall one day appear.
Big Tech
Is
Over Here
Ideally You
Are Right
Here
So you want to get from Kardashev III to IV, huh? Then you’ll need to jive with nerdy humor
sporting a “Talk data to me” or “Data is the new bacon” T-shirt. Well. Maybe not.
Type III or the “Galactic Civilization” has
ventured fully into the entire universe of
social media to cover a giant surface
area of contact with many consumers. In
the are of B2B, the interconnect
between internal business processes
and automating the supply chain is
already well underway.
57. C X . R E P O R T
57
Instead of calling it disruptive and sustaining
innovation, if I had called it type 1 innovation
and type 2 innovation, it would have forced
all of these people who have misused the
term to read another paragraph.”
—Clayton Christensen (1952-2020)
Source: @qz
Type 1 and type 2 innovation
“
| 2020
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58
Operating at the speed + scale of Moore’s Law is increasingly vital. But making it happen for
a grownup company isn’t an easy thing. Startups made it look way too easy.
In 1996 sociologist Manuel Castells refers to how the Internet will result in “transformation of work and employment.”
Keyur Patel and Mary Pat McCarthy later coin “digital transformation” as the foundation of the e-business universe.
Source: @google @wikipedia
202020152005 2010
“Digital Transformation”
Also referred to as “DT” or “DX”
“Digital Business Transformation”
Also referred to as “DBT” or “DBX”
“Digitalization” “Digitization”
Spelling similarities aside, these 2 terms mean different things
59. | 2020
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59
What’s “Digital Business Transformation” and what does it have to do with the CX puzzle?
That’s what’s interesting — it has little to do with the customer explicitly. It’s all implicit.
DBT differentiates between "digitization" and “digitalization.” Digitization is representing something digitally.
Digitalization is using digital technologies to create new business models with value production and new revenue.
Source: @mitsloan @avanka @sap @gartner
Digitalization requires the ability to
speak machine, computers, AI,
anything “digital,” or essentially the
language of computation.
It’s the language of infinity.
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60
Source: @johnmaeda @MITSloan
digital
platform
shared
customer
insights
5 building blocks of digital transformation: 1/ operational backbone, 2/ digital platform,
3/ accountability framework, 4/ shared customer insights, 5/ external dev platform.
Source: @johnmaeda C X . R E P O R T
| 202060
operational
backbone
accountability
framework
digital
platform
external
dev
platform
shared
customer
insights
5 Building Blocks of
Digital Transformation
Jeanne W. Ross, et al in Designed for
Digital lay out a digital transformation
model that consists of five parts.
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The impediments to digital transformation are more about culture than the technology.
That’s because the majority of businesses today do not (yet) know how to speak machine.
Whether it’s in "Why Digital Strategies Fail” or "The Two Big Reasons That Digital Transformations Fail” or in "Why
Transformations Fail” it's so often about the people. There’s also plenty of reasons for success too (“people!”).
Source: @mckinsey @harvardbiz @accenture
operational
backbone
accountability
framework
digital
platform
Unspoken disagreement
among top managers
about goals.”
A divide between the
digital capabilities
supporting the pilot and
the capabilities available
to support scaling it.”
Why Transformations Fail via Seth Goldstrom (@McKinsey)
1. Lack of alignment around the right, compelling "change story.”
2. Performance aspirations are not set based on full potential of the organization.
3. Letting "zero sum” tradeoffs be assumed instead of showing there are none.
4. Having the courage to commit teams to enact changes that need to get made.
5. Aligning incentives to the performance of the transformation work.
6. Tracking the initiatives before they’re too numerous to drive causality.
7. Focusing on activities instead of outcomes with a laser focus on results.
8. Letting “fire, aim, ready” happen without training teams in the new ways.
9. Missing a deep bench of talent and capabilities needed to accelerate change.
Top 2 Failure Reasons (HBR)
“
“
10. Forgetting to focus on growth as much as cost and not asking often enough:
What can we do to change the growth trajectory of the business?
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NEXT
62
What’s happening right now is that the accountability for operational leadership and
customer leadership is separated, and now needs to become more integrated.
The Publicis Sapient approach to Digital Business Transformation integrates operational leadership with customer
leadership to drive high efficiencies and customer happiness via strategic application of technology and design.
Source: @johnmaeda @publicissapient @vaznigel
Customer
Leadership
Operational Leadership
Leader
LeaderLaggard
Successful ‘digital first’ leaders
combine both customer leadership
and operational effectiveness.”
—Nigel Vaz, CEO Publicis Sapient
“Create unique and beloved
experiences which solve for
customer needs and turn
customers into advocators
Drive significantly lower costs-to-
serve through highly automated,
highly efficient processing
shared
customer
insights
10. Forgetting to focus on growth as much as cost and not asking often enough:
What can we do to change the growth trajectory of the business?
NOW
63. | 2020
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63
The relative speed of the pre-purchase computational experience compared with the post-
purchase CX differs because … In the Beginning, digital marketing was born.
The simple distinction between pre- and post-purchase as marketing versus product doesn’t work as well anymore
due to the increased tech needs in marketing systems today, and also with marketing's ownership of customer loyalty.
Source: @johnmaeda
EXAMPLE
Websites Take
Changes To Copy
And Images Quickly
EXAMPLE
Sophisticated
Web Experiences
Change Slowly
“Marketing” “Product”
shared
customer
insights
shared
customer
insights
64. | 2020
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I first encountered Scott Brinker’s marvelous Marketing Technology Landscape
Supergraphic in 2012. It’s evolved into a Guernica-style masterpiece in 2020.
The rapid growth of tooling to support digital marketing is evidenced by the vast ecosystem of tools that have evolved
to deliver ROI for marketing spend in the Buyer Experience. It’s blurred into the Customer Experience as well.
Source: @chiefmartec Scott Brinker and @bluegreenbrands
0 2000 4000 6000 8000
Social + Relationships
Content + Experience
Commerce + Sales
Advertising + Promotion
Data
Management
8,000 SOLUTIONS
0
2000
4000
6000
8000
2011
2012
2013
2014
2015
2016
2017
2018
2019
2020
5,233%
growth
shared
customer
insights
65. | 2020
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65
The marketing tech stack has evolved with Moore’s Law-style haste. The product tech
stack, however, is still under construction. Catching up to the speed of marketing isn’t easy.
I became interested in the Product Management space a few years ago and personally hired one of the co-founders of
a Big Tech APM Associate Product Manager) program to coach me on my PM journey. My product blog is maeda.pm
Source: @productcraft @pendoio
0 50 100 150 200
User Feedback
Collaboration
Business Intelligence
Product Analytics
Design/Prototyping
Task Project Management
Knowledge Base
Roadmapping
Session Replay
User Testing
Experimentation + Feature Flagging
Internationalization
Onboarding
Tag Management
198 SOLUTIONS
shared
customer
insights
66. C X . R E P O R T
66
People always fear change. People feared
electricity when it was invented, didn't
they? People feared coal, they feared gas-
powered engines. There will always be
ignorance, and ignorance leads to fear.”
—Bill Gates
Source: @billgates
The technology is rapidly changing, but people can’t move at Moore’s Law speeds.
And it’s logical to know you need to change — but it’s not what you want to do. Ever.
“
| 2020
KARDASHEV V
67. | 2020
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67
There are a ton of acronyms out there in the IT-related space. And they keep on growing.
Why? Again. Think Moore’s Law. It’s natural and normal. New stuff’s happening all the time!
If you're an acronym junkie, I have a further breakdown of my analysis over here. Note that the only thing this really
says is that there's been a lot of change in the IT industry. The wheels have been a’spinning fiercely.
Source: @forrester @johnmaeda
When I browsed Forrester Topics on the Web in May
2020 I found 66 main topics and 520 total sub topics.
ANALYST RELATIONS PLANNING & PROCESS, Analyst Relations Best Practices, APPLICATION DEVELOPMENT PROCESSES & TOOLS, Agile, Application Development
Methodologies, Business Rules, Continuous Delivery, Functional Test Automation, Hybrid Application Development, Lean Software, Requirements Management, Software
Change & Configuration Management (SCCM, Test Data Management, Testing & Quality Assurance, Web Development, APPLICATION INFRASTRUCTURE TECHNOLOGIES,
Continuous Integration, Enterprise Application Integration (EAI, HTML5, Hybrid Integration, Integration-Platform-As-AService (IPaaS, Integration Technologies,
Middleware, Programming Languages, APPLICATION MANAGEMENT, Application Life-Cycle Management (ALM, Application Performance Monitoring, Application Release
Automation, Application Virtualization, Development & Operations (DevOps), Virtual Desktop Infrastructure (VDI, APPLICATION SECURITY, API Security, Application
Penetration Testing Tools, Container Security, Dynamic Application Security Testing (DAST, Interactive Application Security Testing (IAST, Runtime Application Self-
Protection (RASP, Software Composition Analysis (SCA, Web Application Firewalls (WAF, ARCHITECTURE & TECHNOLOGY STRATEGY, APIs & API Management,
Application Modernization, Application Portfolio Management, Application Rationalization, Containers, Development Platforms, Industry Specifications & Standards,
Interaction & UI Architecture, Low-Code Platforms, Microservices, Multichannel Architecture, Open Source, Platform-As-AService (PaaS, Reference Architecture, SOA &
Web Services, ARTIFICIAL INTELLIGENCE AI, Chatbots, Cognitive Computing, Content Intelligence, Conversational Computing Platforms, Deep Learning, Machine
Learning, Robotic Process Automation (RPA, Robotics, Semantic Technology, Virtual Assistants, B2B, Account-Based Marketing (ABM, B2B eCommerce, B2B Integration,
B2B Marketplaces, Channels, EDI, Lead-To-Revenue Management (L2RM, Managed File Transfer, BIOMETRICS, Behavioral Biometrics, Facial Biometrics, Fingerprint
Biometrics, Voice Biometrics, BRANDING, Adaptive Brand Marketing, Brand Building, Brand Experience, Brand Monitoring, Trade Promotion Management, BUSINESS & IT
ALIGNMENT, Business Technology (BT, Business Transformation & Organizational Change Management, Business Value, Continuous Business Services (CBSes), Digital
Business, Digital Disruption, Digital Transformation, IT Communications & Marketing Of IT, BUSINESS INTELLIGENCE, Advanced Analytics, Analytics Applications, Data
Mining, Data Visualization, Enterprise BI Platforms, Predictive Analytics, Query & Reporting Tools, Streaming Analytics, BUSINESS PROCESS MANAGEMENT BPM, Business
Process Management Suites (BPMSes), Business Process Methodologies, Business Process Modeling, Dynamic Case Management, Complex Event Processing (CEP,
Workflow, CLOUD COMPUTING, Cloud Brokers, Cloud Management, Cloud Security, Cloud Workload Security (CWS, Hybrid Cloud, Hybrid Cloud Management, OpenStack,
Personal Cloud, Private Cloud, Public Cloud, CONSUMER MOBILITY, Consumer Mobile Activities, Consumer Mobile Adoption, Consumer Mobile Devices, Mobile Commerce
(mCommerce), Mobile Engagement, Mobile Engagement Automation, Mobile Entertainment, Mobile Moments, Near Field Communication (NFC, CUSTOMER EXPERIENCE
MANAGEMENT, Customer Advocacy, Customer Centricity, Customer Emotion, Customer Engagement, Customer Experience Ecosystem, Customer Experience Maturity,
Customer Experience Measurement, Customer Experience Strategy, Customer Life Cycle, Customer Lifetime Value (CLV, Customer Onboarding, Customer Understanding,
CX Transformation, Omnichannel Customer Experience, Social Media, CUSTOMER INTELLIGENCE, Attribution, Cross-Channel Attribution, Customer Analytics, Customer
Experience Index (CX Index), Customer Feedback Management (CFM, Digital Intelligence, Enterprise Social Listening Platforms, Mobile Analytics, Net Promoter Score
(NPS, Next-Best-Action Analysis, Social Analytics, Social Intelligence, Spatial Analytics, Systems Of Insight, Tag Management, Voice Of The Customer (VOC, Web
Analytics, CUSTOMER RELATIONSHIP MANAGEMENT CRM, Agent Performance Management, AIFueled Digital-First Customer Service Solutions, Contact Center
Technologies & Processes, CRM Applications, Customer Communications, Customer Data, Customer Service Solutions, Email Response Management, Help Desk & Service
Desk, Interactive Voice Response (IVR, Partner Relationship Management (PRM, Self-Service, Social CRM, Speech Analytics, Virtual Agents, DATA & INFORMATION
PROTECTION, Data Classification, Data Discovery & Flow Mapping, Data Loss Prevention (DLP, Data Security, Encryption, Privacy, Rights Management, Tokenization, DATA
CENTERS & DATA CENTER NETWORKING, Business Continuity & Disaster Recovery, Business Service Management (BSM, Business Technology Resiliency, Capacity
Modeling & Planning, Data Center Consolidation, Data Center Infrastructure Management (DCIM, Software-Defined Data Center (SDDC, DATA MANAGEMENT, Big Data,
Data Governance Stewardship Applications, Data Integration, Data Modeling, Data Preparation, Data Quality & Data Governance, Data Science, Data Virtualization, Data
Warehousing, Database-As-AService (DbaaS, Database Management Systems (DBMSes), Extract Transform & Load (ETL, Hadoop, In-Memory Databases, Master Data
Management, Metadata Management, NoSQL, Open Data, Translytical Databases, DIGITAL CUSTOMER EXPERIENCE, Digital Experience Delivery, Digital Experience
Platforms, Digital Experience Service Providers, DIGITAL MARKETING, Behavioral Targeting, Brand & Product Web Sites, Community Management, Contextual Marketing,
Email Marketing, Search Marketing, Social Marketing, ECOMMERCE, Agile Commerce, Augmented Reality, B2C eCommerce, Commerce Solutions, Cross-Border
eCommerce, Direct To Consumer, Global eCommerce, Online Chat, Online Retail, Ratings & Reviews, Showrooming, Social Commerce, Subscription Billing, Virtual Reality,
EMPLOYEE EXPERIENCE, Compensation, Competency & Skills Management, Employee Engagement, Employee Journey, Employee Onboarding, Human Resources
Management Applications, Mentoring, Payroll, Performance & Talent Management, Recruitment, Staff Development & Succession Management, Workforce
Management, ENTERPRISE ARCHITECTURE DOMAINS & PRACTICES, Application Architecture, Business Architecture, Capability Road Map, EA Management Suites,
Information Architecture, Operating Models, Solution Architecture, Technical Architecture, ENTERPRISE COLLABORATION, Collaboration Platforms, Collaborative Work
Management, Enterprise Social, Enterprise Video Platforms, File Sync & Share, Knowledge Management, Learning, Learning Applications, Learning Management Systems
(LMSes), Livestreaming, Videoconferencing, Web Conferencing, Webcasting, ENTERPRISE CONTENT MANAGEMENT ECM, Business Content Services, Digital Asset
Management (DAM, Document Management, Enterprise Content Management Suites, Enterprise Portals, Product Information Management (PIM, Retention Management,
Search & Knowledge Discovery, Taxonomy & Classification, Text Analytics, Web Content Management (WCM, ENTERPRISE MOBILITY, Bring Your Own Device (BYOD,
Enterprise Mobile Devices, Mobile Device Management, Mobile Software & Platforms, Remote Work & Telecommuting, FINANCIAL MANAGEMENT, Budgeting, Cost Control,
Enterprise Performance Management (EPM, Finance & Accounting Applications, Financial Consolidation & Reporting, GOVERNANCE RISK & COMPLIANCE GRC, Corporate
Social Responsibility, Fraud Management, GDPR, Legal Issues, Regulations & Legislation, Risk Management, Sustainability, IDENTITY & ACCESS MANAGEMENT IAM,
Authentication, Customer Identity & Access Management (CIAM, Digital & Electronic Signatures (eSignatures), Identity & Access Governance, Identity-As-AService
(IDaaS, Identity Verification, OAuth, Passwords, Personal Identity & Data Management (PIDM, Risk-Based Authentication (RBA, Single Sign-On (SSO, Strong
Authentication, Two-Factor Authentication (2FA, User Account Provisioning, INFORMATION SECURITY, Antimalware, Content Security, Digital Certificates & PKIs, Email
Content Security, Endpoint Security, Firewalls, Mobile Security, Network Security, Security Assertion Markup Language (SAML, Web Content Security, Zero Trust,
INFRASTRUCTURE ARCHITECTURES, Composable Infrastructure, Converged Infrastructure, Edge Computing, Hyperconvergence, Processor Architectures, Server
Platforms, INNOVATION, Co-Creation & Crowdsourcing, Emerging Technologies, Innovation Management, Research & Development (R&D, Thought Leadership, Venture
Capital & Private Equity, INTERNET OF THINGS IOT, IoT Analytics, IoT Edge Device Components & Modules, IoT Security, IoT Software Platforms, Machine-To-Machine
(M2M, IT PROCESS AUTOMATION, ChatOps, CMDB, IT Asset Management (ITAM, IT Management Software, IT Service Management (ITSM, ITIL, Service Catalog, Service
Design, Workload Management, IT SERVICES, Application Outsourcing, Business Process Outsourcing (BPO, Data Center Outsourcing & Colocation, Disaster-Recovery-As-
AService (DRaaS, Hosting & Managed Services, Infrastructure Outsourcing, Infrastructure-As-AService (IaaS, IT Consulting, Offshore Services, Outsourcing, Package
Implementation Services, Staff Augmentation, Systems Integration, Workplace Services, MARKET RESEARCH, Competitive Intelligence, Consumer Segmentation, Market
Research Tools & Vendors, Millennials, MARKETING AUTOMATION, Campaign Management, Content Marketing Platforms, Data Management Platforms (DMPs), Demand-
Side Platforms (DSPs), Enterprise Marketing Platforms, Marketing Resource Management (MRM, Online Marketing Technology, Real-Time Interaction Management (RTIM,
Through-Channel Marketing Automation, MARKETING MEASUREMENT, Marketing Attitudes, Marketing Metrics, Marketing ROI, MARKETING METHODS, Content Marketing,
Database Marketing, Direct Marketing, Gamification, In-Store Marketing, Loyalty, Mobile Marketing, Partner & Affiliate Marketing, Word of Mouth Marketing & Viral
Marketing, MARKETING MIX MODELING, Advertising, Integrated Marketing (Cross-Channel), Media Buying, Programmatic Buying, MARKETING ORGANIZATION & CULTURE,
Marketing Organizational Structure, Marketing Talent Management, MARKETING SERVICE PROVIDERS, Advertising Agencies, Database Marketing Service Providers, Digital
Agencies, In-House Agencies, MEASUREMENT, Balanced Scorecard, Benchmarks, Key Performance Indicators (KPIs), Metrics, Return On Investment (ROI, MOBILE
APPLICATION DEVELOPMENT, Mobile Application Platforms, Mobile Apps, Mobile Architecture, Mobile Web, NETWORKING, Communications Infrastructure, Content
Delivery Networks (CDNs), LAN/WAN, Location Intelligence Platforms, Network Function Virtualization (NFV, Network Management, Software-Defined Networking (SDN,
Unified Communications, Virtual Network Infrastructure (VNI, Wi-Fi, OFFICE PRODUCTIVITY, Email Platforms, Office Suites, Web Browsers, Workforce Enablement,
ORGANIZATION, Centers of Expertise, Executive Leadership, Organizational Structure, Shared Services, Steering Committees, Corporate Culture, PACKAGED SOLUTIONS,
Application Upgrades & Maintenance, Buy Versus Build, Enterprise Resource Planning Applications (ERP, Smart Process Applications (SPAs), Software-As-AService
(SaaS, PANDEMIC, PLANNING & FULFILLMENT, Demand Planning, Order Management, Price Optimization, Store Inventory Management, Supply Chain Management,
PRODUCT & SOLUTIONS STRATEGIES, Channel Partners, Go-To-Market Strategies, Product Development Services (PDS, Product Life-Cycle Management (PLM, Product
Management, Product Portfolio Strategies, PROGRAM & PROJECT MANAGEMENT, Program Management, Project Management Office (PMO, Project Management Tools &
Processes, Project Portfolio Management (PPM, SALES, Buyer Engagement, Buyer Role Profiles, Configure Price Quote (CPQ, Multichannel Selling Strategies, Sales
Enablement, Sales Enablement Automation, Sales Force Automation (SFA, Social Selling, Sales Training, SECURITY OPERATIONS & PROGRAM GOVERNANCE, Data Breach
Notifications & Incident Response, Distributed Denial of Service (DDoS, Managed Security Services Providers (MSSPs), Physical Security, Security Analytics, Security
Architecture, Security Automation & Orchestration, Security Information & Event Management (SIEM, Security Patch Management, Security Performance Management,
Security User Behavior Analytics (SUBA, Threat Intelligence, Vulnerability & Threat Management, SOURCING & PROCUREMENT APPLICATIONS, Contract Life-Cycle
Management (CLM, Electronic Invoice Presentation & Payment (EIPP, eProcurement & eSourcing, Spend Analysis, Vendor Management Systems, SOURCING STRATEGY &
EXECUTION, Contract Negotiations, Multisourcing & Multiprovider Strategy, RFPs, Service-Level Agreements (SLAs), Supplier Risk & Performance Management, Technology
Pricing & Licensing, Vendor Management, STORAGE, Backup, Cloud Storage, Data Archiving, Data Resiliency, Flash Storage, Software-Defined Storage (SDS, Storage
Hardware, Storage Management, Storage Networking, Storage Virtualization, STRATEGY PLANNING & GOVERNANCE, Business Models, Corporate Strategy, Decision
Making, IT Governance, Strategic Portfolio Management, Strategy & Strategic Planning, SYSTEMS MANAGEMENT, Desktop Support, Infrastructure Change & Configuration
Management, IT MOOSE, Server Management & Provisioning, Server Virtualization, Software Asset Management, SYSTEMS OF ENGAGEMENT, Beacons, Sensors &
Embedded Devices, Smart Glasses, Wearables, TECH SECTOR ECONOMICS, IT Spending Forecasts, Mergers & Acquisitions (M&As), Tech Market Outlook, Technology
Adoption Data, TELECOMMUNICATIONS SERVICES, Broadband & Remote Access, Convergence Services, Data Services, Mobile Services, Service Delivery Platforms
(SDPs), Telecommunications Expense & Inventory Management, Voice Services, USER EXPERIENCE, Customer Journey, Customer Journey Analytics, Customer Journey
Mapping, Design Thinking, Experience Design, Globalization & Localization, Human-Centered Design, Online Testing, Online Testing Platforms, Personalization, Personas &
Scenarios, Prototyping & Wireframing, Responsive Design, Testing & Optimization, Usability Testing, Web Design Standards
Back in March 2012 Forrester Topics totaled
19 main topics and and 92 subtopics.
IT INFRASTRUCTURE & OPERATIONS, Application Management,
Client Systems, Client Security & Management, Infrastructure
Architectures, Data Center Management, Systems Management, IT
Process Automation, Peripheral Devices, Server Platforms, Storage,
Networking, IT MANAGEMENT, IT Budgeting & Forecasting, IT Talent
Management, IT Organization, Strategy, Planning & Governance of IT,
Legal Issues & IT, Program & Project Management, IT Serving the
Business, IT MEASUREMENTS, Benchmarks, Metrics, ROI, IT
SERVICES, IT Consulting, Offshore Services, Outsourcing, Systems
Integration, MARKET RESEARCH, Emerging Market Research
Methodologies, Emerging Market Research Strategies, Market
Research Segmentation, Market Research Tools, Market Research
Vendors, MARKETING AUTOMATION, Enterprise Marketing Platforms,
Marketing Resource Management, Online Marketing Technology,
MARKETING COMMUNICATIONS, Marketing Messaging, Public
Relations, Social Media Communications, MARKETING
MEASUREMENT, Marketing Analytics, Marketing Attitudes, Marketing
ROI, Measurement Methods & Techniques, MARKETING METHODS,
Acquisition Marketing, Cross Channel Strategies, Emerging Methods,
Loyalty Marketing, Partner & Affiliate Marketing, MARKETING
ORGANIZATION & CULTURE, Marketing Ethics, Marketing Executive
Leadership, Organizational Structure, Talent Management, MEDIA
MIX, Advertising, Emerging Media, Integrated Marketing (Cross-
channel), Media Buying, Social Media, PACKAGED APPLICATIONS,
Application Strategy & Selection, Customer Relationship Management
(CRM, Enterprise Resource Planning Applications (ERP, Financial
Management, Human Resources Management Applications, Order
Management, Product Life-Cycle Management, Supply Chain
Management, SECURITY, RISK AND COMPLIANCE, Application
Security, Authentication, Authorization & Audit, Content Security,
Directory Services, Governance, Risk & Compliance, Identity &
Access Management, Information Protection, Infrastructure Security,
Regulations & Legislation, Security Operations, Security Program
Governance, SOURCING & PROCUREMENT, Sourcing & Procurement
Applications, Sourcing Strategy & Execution, Vendor Management,
TECH SECTOR ECONOMICS, IT Spending Forecasts, Technology
Pricing & Licensing, Technology Adoption Data, TECHNOLOGY
PRODUCT STRATEGIES, Analyst Relations Planning and Process,
Corporate Strategy, Product Management, Product & Solutions
Strategies, Sales Enablement, Vendor Alliances & Partnerships,
Vendor Positioning, TELECOMMUNICATION SERVICES, Broadband &
Remote Access, Communication Service Provider Issues &
Technologies, Convergence Services, Data Services, Mobile Services,
Telecommunications Expense & Inventory Management, Managed
Telecommunications Services, Voice Services
The only acronyms in
the 2012 topic list are
ROI, CRM, ERP
In those topics I found 96 acronyms and shorthands. Keep in
mind this is just the acronyms that appear within the titles.
Software Change & Configuration Management
Enterprise Application Integration
Integration-Platform-As-AService
Application Life-Cycle Management
Development & Operations
Virtual Desktop Infrastructure
Dynamic Application Security Testing
Interactive Application Security Testing
Runtime Application Self-Protection
Software Composition Analysis
Web Application Firewalls
Platform-As-AService
ARTIFICIAL INTELLIGENCE
Robotic Process Automation
Account-Based Marketing
Bring Your Own Device
Lead-To-Revenue Management
Business Technology
Continuous Business Services
BUSINESS PROCESS MANAGEMENT
Business Process Management Suites
Complex Event Processing
Cloud Workload Security
Mobile Commerce
Near Field Communication
Customer Lifetime Value
Customer Experience Index
Customer Feedback Management
ELECTRONIC DATA INTERCHANGE
INFORMATION TECHNOLOGY
INFRASTRUCTURE LIBRARY
Net Promoter Score
Voice Of The Customer
CUSTOMER RELATIONSHIP MANAGEMENT
Interactive Voice Response
Partner Relationship Management
Data Loss Prevention
Business Service Management
IT MAINTAIN AND OPERATE THE
ORGANIZATION, SYSTEMS
AND EQUIPMENT
Data Center Infrastructure Management
Software-Defined Data Center
Database-As-AService
Database Management Systems
Extract Transform & Load
Learning Management Systems
ENTERPRISE CONTENT MANAGEMENT
Digital Asset Management
Product Information Management
SCCM
EAI
IPaaS
ALM
DevOps
VDI
DAST
IAST
RASP
SCA
WAF
PaaS
AI
RPA
ABM
BYOD
L2RM
BT
CBSes
BPM
BPMSes
CEP
CWS
mCommerce
NFC
CLV
CX Index
CFM
EDI
ITIL
NPS
VOC
CRM
IVR
PRM
DLP
BSM
IT MOOSE
DCIM
SDDC
DbaaS
DBMSes
ETL
LMSes
ECM
DAM
PIM
WCM
EPM
GRC
IAM
CIAM
eSignatures
IDaaS
PIDM
RBA
SSO
2FA
SAML
R&D
IOT
M2M
ITAM
ITSM
BPO
DRaaS
IaaS
DMPs
DSPs
MRM
RTIM
KPIs
ROI
CDNs
NFV
SDN
VNI
ERP
SPAs
SaaS
PDS
PLM
PMO
PPM
CPQ
SFA
DDoS
MSSPs
SIEM
SUBA
CLM
EIPP
SLAs
SDS
SDPs
CMDB
Web Content Management
Enterprise Performance Management
GOVERNANCE RISK & COMPLIANCE
IDENTITY & ACCESS MANAGEMENT
Customer Identity & Access Management
Digital & Electronic Signatures
Identity-As-AService
Personal Identity & Data Management
Risk-Based Authentication
Single Sign-On
Two-Factor Authentication
Security Assertion Markup Language
Research & Development
INTERNET OF THINGS
Machine-To-Machine
IT Asset Management
IT Service Management
Business Process Outsourcing
Disaster-Recovery-As-AService
Infrastructure-As-AService
Data Management Platforms
Demand-Side Platforms
Marketing Resource Management
Real-Time Interaction Management
Key Performance Indicators
Return On Investment
Content Delivery Networks
Network Function Virtualization
Software-Defined Networking
Virtual Network Infrastructure
Enterprise Resource Planning Applications
Smart Process Applications
Software-As-AService
Product Development Services
Product Life-Cycle Management
Project Management Office
Project Portfolio Management
Configure Price Quote
Sales Force Automation
Distributed Denial of Service
Managed Security Services Providers
Security Information & Event Management
Security User Behavior Analytics
Contract Life-Cycle Management
Electronic Invoice Presentation & Payment
Service-Level Agreements
Software-Defined Storage
Service Delivery Platforms
CONFIGURATION MANAGEMENT DB
CX Related
68. | 2020
C X . R E P O R T
20 20
68
Digital transformation is hard because while the acronym’d solutions grew, the “land
and expand” approach to enterprise software was a thoroughly winning strategy.
It's not an easy task to remove oneself from being locked-in to a software platform. It may seem like a rational choice
to move from solution A to solution B, but that means you’re changing someones’ jobs. That won't fly so easily.
Source: @johnmaeda
Back
When
Nerds
Weren't
Cool
Word
Processor
Spreadsheet
Digital
Telephony
Shared
Files
Finance
Systems
Personnel
Systems
ERPs
and etc …
Who wants to be the
person who will rip
out all the things
that have been
working for many
years because
there’s a new, better
way to do it?
E-mail
For All
“Everything’s working
just fine so don't touch
it, okay? Or else …”
TIME1980
INCREASING IT COMPLEXITY
2005
69. | 2020
C X . R E P O R T
20 20
69
There’s nothing like a local view to appreciate global and local, or “glocal” as they say these
days. And you quickly come to realize that C19 has connected us while also dividing us.
I'm collecting points of view from around the world on Medium these days. As CXO of Publicis Sapient I span 50 cities
across the world and it lets me see a whole lot of similarities and differences with how C19 is being handled.
Source: @pubsapientx @johnmaeda
70. | 2020
C X . R E P O R T
20 20
70
I think there’s enough post-pandemic predictions for the future. Mine stay consistent with
last year’s view of trends with the exception of “cool” becoming a little less cool …
Illustration of trends are from the 2019 Design in Tech Report and created by Tony Ruth of Business Town fame.
Source: @lunchbreath @johnmaeda
🔥 🔥 🔥 🔥 🔥🔥
C-19 Era
Intensity
of Trend
HIGH
71. | 2020
C X . R E P O R T
20 20
71
Brian Chesky often shares the three phases of how a digital product finds its path to scale.
It’s always stuck with me as a kind of “phase change” in startups from solid, to liquid, to gas.
Phase 3 is often referred to as "growth" by tech folks because they're generally averse to the word "marketing." But if
the marketing machine can spin so quickly, and it works like a dream when personalized, it's hard to resist.
Source: @bchesky @sarahtgold @johnmaeda @lunchbreath
🔥 🔥
shared
customer
insights
Number
of
Users
TIME
Data-
Centric
Growth
3 MASS MARKET
Product-
Market
Fit
2 EARLY ADOPTERS
Intuition
Still
Matters
1 1st PANCAKE
72. | 2020
C X . R E P O R T
20 20
72
Big Tech is winning big with their data game. For that reason, CDP Customer Data Platform)
is an approach that’s sticking with the grownup companies out there. It’s only logical.
Source: Max Kirby @publicissapient interpreted by @johnmaeda
standalone
system
standalone
system
standalone
system
standalone
system
standalone
system
standalone
system
standalone
system
standalone
system
standalone
system
standalone
system
standalone
system
standalone
system
customer
data
platform
To make one system communicate with another system is easy. To make all systems communicate with each other is
hard when there are many legacy systems involved. Big Tech doesn’t have this problem because they *are* a CDP.
73. | 2020
C X . R E P O R T
20 20
73
Better marketing and products happen with a CDP. When connected with a sophisticated
identity provider, you get to do things like Google does. And is that … okay?
You can generate a more personalized experience with the CDP, and then with the data you gather from interacting
with a buyer or customer you then scoop the data back into your CDP. The virtuous cycle begins.
Source: Max Kirby @publicissapient interpreted by @johnmaeda
CMO / CDO CIO / CTO
DMP
Data Management
Platform
CRM
Customer Relationship
Management
DSP
Demand Side
Platform
MDM
Master Data
Management
CRM
Customer Relationship
Management
ERP
Enterprise Resource
Planning
C
D
P
Identity
Horsepower
🚙 🤳 🏡6
CUSTOMIZE
WITH DATA
GATHER
NEW DATA
74. C X . R E P O R T
74
Source: @mira_lane @microsoft
When you’re at Kardashev IV, you need to consider for unintended consequences.
Source: @mira_lane @microsoft C X . R E P O R T
Today’s technologies are exciting and present tremendous
opportunities to augment human abilities across a range of
scenarios. At the same time, technologies without appropriate
grounding in human-centered thinking, or appropriate
mitigations and controls, present considerable challenges.
These technologies have potential to injure people, undermine
our democracies, and even erode human rights — and they’re
growing in complexity, power, and ubiquity.
—Mira Lane, Ethics & Society Leader @Microsoft
| 2020
75. | 2020
C X . R E P O R T
20 20
75
So how and where do we draw the line on giving away so much of our data with the intent
of just wanting the ultimate pre-, during-, and post-purchase experiences?
GDPR, CCPA, and other legislation is attempting to protect us. You. Me. We. From what? The fewer people who know
how to speak computation, the more easy it will be to to just hit “accept” without knowing better. Is that okay?
Source: @sarahtgold @projectsbyif interpreted by @johnmaeda
3rd Party Data
2nd Party Data
1st Party Data
Zero Party Data
No Personalization
What’s
Your
Comfort
Level?
Number
of
Users
TIME
shared
customer
insights
societycentered.design
MORE CREEPY
LESS CREEPY
76. | 2020
C X . R E P O R T
20 20
76
Source: @johnmaeda
B C E G
Nobody Really
Cared That Big
Tech Is
Over Here
IV
Source: @johnmaeda C X . R E P O R T
| 202076
Businesses Consumers Employees Governments
77. C X . R E P O R T
77
The hallmark of a well-run development
engine is a development cadence that is
brisk in bringing new products to market
without burning out its builders.”
—Megan Quinn
Source: @msquinn @ideo
As the late Bill Moggridge (19432012 said about the one design principle that truly
matters: “... it’s probably about starting with the people."
“
| 2020
78. | 2020
C X . R E P O R T
20 20
78
To bring back the loop notation I introduced in the beginning. It’s useful to consider how it’s
a notation for “change” and self-improvement. John W. Gardner called it “self-renewal.”
Making change happen requires energy. When a business or organization is already running super lean, there’s not
enough discretionary resources available to initiate or enact change. Old ways work fine. So change doesn’t happen.
Source: @johnmaeda
B B 2 C
B 2 E
Business
Transforming
Itself
Business
Transforming
Itself
Consumer
Transforming
Themself
Business
Transforming
Itself
Employee
Transforming
Themself
BBusiness
Transforming
Itself
CConsumer
Transforming
Themself
EEmployee
Transforming
Themself
79. C X . R E P O R T
79
Source: @johnmaeda @uniqlo (found on the CEO's office wall)
Merchant wisdom on CX as EX it’s really the foundation of good business, forgotten.
1 Be customer-centric. 2 Care for your employees. 3 Leadership matters.
“
| 2020
Stores exist for customers.
Stores prosper with store staffs.
Stores perish with store managers.”
—Choji Kuramoto (1899-1982)
80. | 2020
C X . R E P O R T
20 20
80
The older generation will be in power proportionately longer than what past generations
have felt because the “population pyramid” will become the “population rectangle.”
The neatly ordered organizational hierarchy we were all accustomed to has become disrupted by the flattening effect
of social media. With new modes of communication have also come new expectations for responsiveness.
Source: @pewresearch @wef @johnmaeda
I think the potential of what the
internet is going to do to society, both
good and bad, is unimaginable. I think
we’re on the cusp of something
exhilarating and terrifying.”
“
WEF Hierarchy to the Heterarchy (2013
New Models of Leadership / John Maeda
The Next Generation:
Hierarchy To The Heterarchy
Bowie’s Foresight
Heeded?
Pew Research Center / Next America (2014
Percent of U.S. Population by Age Group, 19502060
MALE FEMALE
4% 2% 2% 4%0%
0
2529
5054
7579
85
BABY BOOMERS
Population Pyramid Is Becoming
The Population Rectangle
81. | 2020
C X . R E P O R T
20 20
Experiential
Value
Potential
Value
81
This is a hypothesis I have about digital transformation: Could the reason why it’s taking so
long is because of the systemic gender pay gap? I’m curious to know if there’s data out there.
Having estimated child penalties in the full population we are able to decompose aggregate gender inequality over time
into child-related inequality and residual inequality.” Henrik Kleven, Camille Landais, Jakob Egholt Søgaard (2018
Source: @jamescitrin @nberpubs @johnmaeda
Value
In The
Career
Market
Time
“The Career Playbook: The Phases Of Your Career”
“
ASPIRATION PROMISE MOMENTUM HARVEST ENCORE LEGACY
Aspiration
Phase
23
years
Men With Child
Woman With Child
"Children and Gender Inequality: Evidence From Denmark”
Long-Run ChildPenalty = 0.185
0.2
0.2
0.4
0.6
4 2 0 2 4 6 8 10 12 14 16 18 20
0.0
Earnings
Impact
First
Child
Birth
Time
82. | 2020
C X . R E P O R T
20 20
82
Source: @johnmaeda C X . R E P O R T
| 2020
83. | 2020
C X . R E P O R T
20 20
Source: @johnmaeda
83
The Red Pill World In A Nutshell
Speaking machine is a prerequisite
to partner with your AI work force.
The Internet has become exactly
what Bowie predicted in 1999.
We need to master how business
gets done in the infinite loop.
Sustaining innovations are just as
important as disruptive ones.
Digital transformation doesn’t need
to be just about self-disruption.
Your employees are the experience.
And they can’t live like machines.
Silicon Valley is people and not just
robots. We tire. Machines don’t.
Your Employee Experience (EX) is
what makes your CX human. Literally.
C X . R E P O R T
Source: @johnmaeda
| 2020
84. | 2020
C X . R E P O R T
20 20
84
Computational Thinking is the new systems thinking.
In 1999 I created a system called Design By Numbers to fuse design and computation together at scale. This project
was shuttered, and a better project called Processing by Ben Fry and Casey Reas emerged. Check it out! It’s amazing!
Source: @wikipedia @mitpress @fryrsquared @johnmaeda
How To Speak Machine
By John Maeda
Computational Thinking
By Peter J. Denning and Matti Tedri (2019
Hello World
By Hannah Fry (2018