August 2019 #CX Briefing

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From a series of images I made in 2004 out of Tostitos corn chips (holiday edition).

Four Things That I’m Thinking About CX

  • The difference between CX and design is useful to ponder because it helps to separate outcome from process.
  • There are experiences that can be wholly crafted by a lone professional designer like with a one-off poster or chair.
  • But for projects that are more complex than a lamp, a product will get made with and by many non-designers on their way to market.
  • When professional designers are less involved, it’s easy to create “bad design.” But it can still be considered good CX.

Three Things I’ve Noticed In The Last 30 Days

  • I am on day 14 of my move from the SaaS product cloud of Automattic into the “digital business transformation” consultancy world of Publicis Sapient.
  • In the past 5 years of Design in Tech Reports I looked at the design-y shifts in startups, big tech, venture capital, and the consultancy space.
  • So now here I am in the last remaining universe in which I haven’t yet worked. Am I finally home? Something tells me … yes.

Two things I love ❤

  • TRUWOMEN Plant Fueled Protein Bars are delicious and meaningful to eat when you think about how most protein bars get to market.
  • Hazard 4 Civilian POD glasses cases have a carabiner-style clip and can comfortably fit oversized spectacles without crushing them.

One Special Link

  • I have started a new WordPress blog over at https://PS.blog to cover all things Publicis Sapient. Please check it out.

One Final Point

  • I’m fielding a variety of thoughts on the acronym “CX” — they’ve been streaming towards me from all parts. Recently John Cain at IIT has been giving me a fantastic seminar on the term. I look forward to sharing all the information I find in the CX.Report when March 2020 comes around.

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