August #CX Briefing 2019

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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.