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Systems driven content supply chain for the customer experience

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Systems driven content supply chain for the customer experience

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I am speaking on this topic at the OmniChannelX Conference 2021. I am not a systems practitioner but I have started exploring the systems perspective of our work in UX, design, and product content strategy. While preparing for this talk, I learnt many new concepts and I hope to build on these to discuss it more.

I am speaking on this topic at the OmniChannelX Conference 2021. I am not a systems practitioner but I have started exploring the systems perspective of our work in UX, design, and product content strategy. While preparing for this talk, I learnt many new concepts and I hope to build on these to discuss it more.

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Systems driven content supply chain for the customer experience

  1. 1. @OmniXConf|#OmniXConf June 8-11, 2021 @OmniXConf|#OmniXConf www.omnichannelx.digital Primary sponsors A systems-driven content supply chain is the life blood of customer experience Vinish Garg vhite Independent Product UX and Content Strategy Consultant
  2. 2. What are we fixing, or making?
  3. 3. What stops us?
  4. 4. Business vs Customers vs Teams vs Our first principles The struggle of ‘versus’
  5. 5. To fix the leaking content supply chain while staying in this constant struggle is patchwork.
  6. 6. Patchwork.
  7. 7. Our work.
  8. 8. Change. Structural conflicts.
  9. 9. Choices. Structural conflicts.
  10. 10. I N T E R C O N N E C T E D N E S S
  11. 11. Cascading failures Blackouts
  12. 12. “Multidimensionality—The ability to see complementary relations in opposing tendencies and to create feasible wholes with unfeasible parts.” —Jamshid Gharajedaghi
  13. 13. Source—Systems Thinking: Managing Chaos and Complexity, by Jamshid Gharajedaghi
  14. 14. Our work—multidimensional model • Solidifies our frameworks. • Strengthens our conversations. • Gives more shelf-life to our validations.
  15. 15. Adapt? Or die. Boiling frog
  16. 16. The Pretense Debt. The D word.
  17. 17. Pretense debt Guilt debt A systems-driven content supply chain is the life blood of customer experience Vinish Garg Be difficult
  18. 18. Pretense debt Guilt debt Bee Home Source: SPACE10 Systems can be small
  19. 19. Bee home—system thinking Pretense debt Guilt debt According to the Food and Agriculture Organisation of the United Nations (FAO), nearly 90 percent of all flowering plant species in the world depend on animal pollinators—this includes roughly one third of the world’s food supply.
  20. 20. What? So what? Pretense debt Guilt debt “A lot of extraordinary things in life are the result of things that are first-order negative, second order positive.”—Shane Parrish
  21. 21. Pretense debt Guilt debt Systems-driven content supply chain
  22. 22. Journey. Moments. Experience. Pretense debt Guilt debt New markets, products, growth goals —System-wide. Standardized. Prepared.
  23. 23. Our customers are not the final link in the supply chain—it comes back to the business, to us, to our network. Employees. Shareholders. Community.
  24. 24. Guilt debt Guardians.
  25. 25. Credits Pretense debt Guilt debt • Book: Systems Thinking: Managing Chaos and Complexity: A Platform for Designing Business Architecture (Amazon) • Book: Super Thinking: The Big Book of Mental Models (Amazon) • Talk: System Thinking, by Peter Senge (YouTube) • Project: Bee Homes, by SPACE10 (website) • Images: Blackout image (IBT), and Unsplash
  26. 26. @OmniXConf|#OmniXConf June 8-11, 2021 Featured speakers from

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