Sponsored by The Earth
Are Made By Those Who
Know How To Speak Machine
Watch The 2020 CX Report In 13½ Minutes
If your customer experience feels like your org chart, that means you’re successfully running at scale. As a business (and as a human), the more important thing is to consider the implications of “the other CX”: Computational Experiences. They’re powered by Moore’s Law, they’re made by the few who know how to speak machine, and as humanity accelerates towards a “Kardashev 5” scale of digital transformation we should be both excited and terrified.
- The Internet has become exactly what Bowie predicted in 1999.
- Computational thinking is the new systems thinking for business.
- Digital marketing loops spin way faster than digital product loops can spin.
- The 4th Industrial Revolution has invisible smoke stacks everywhere.
- Silicon Valley is people and not just robots. We tire. Machines don’t.
- Nobody’s in charge of customer experience because everyone is.
- Your Employee Experience (EX) is what makes your CX human. Literally.
- What’s experience? It’s a try-out, an experiment, and it can be perilous.
- If we all speak machine, then we can all avoid Big Tech’s blunders.
- Computational experiences are made by those who know how to speak machine.
Silicon Valley is people and not just robots. We tire. Machines don’t.
— John Maeda, Bloomberg Technology May 8, 2020
Or If You Have 83 Minutes
- What kind of tooling differentiates the marketing tech stack and the product tech stack?
- How do you speak machine? And how does that change product development?
- Tech companies excel at Light, Ethical, Accessible, and Dataful experiences, or “LEAD.”
- Why do we need to consider Society Centered Design and Responsible Innovation today?
- Is the speed of digital transformation correlated with gender pay gap imbalances?
Book Recommendations For Speaking Machine
There’s a few books I recommend in the report directly, or implicitly. Here’s the list of books in the order that they appear in my video.
- How To Speak Machine [primer on computation]
- Laws of Simplicity [primer on design]
- Escaping the Build Trap [primer on product management]
- Competing Against Time [primer on logistics]
- Self-Renewal [primer on life — good medicine]
- The Longetivity Economy [primer on aging]
- Effortless Experience [primer on customer support]
- Designed for Digital [primer on digital transformation]
- Disability Series of the NYT [primer on disability]
- 6 Memos for the Next Millennium [primer no the future]
- Strategic Writing for UX [best modern primer on UX]
- So You Want To Talk About Race [primer on race]
- No Hard Feelings [primer on emotional leading]
- Guide To They/Them Pronouns [primer on the new]
- Computational Thinking [advanced take on computation]
- Hello World [primer on algorithms]
- How Brands Become Icons [deep book about what is brand]