2020 CX Report (LIVE)

13½-minute version now available: https://youtu.be/nebZbwBhdPM

The CX Report gathers trends related to how business now happens in the computational era. It covers the implications for the many tech stacks for marketing and product in the context of digital transformation.

—The Internet has become exactly what Bowie predicted in 1999.
—Computational thinking is the new systems thinking for business.
—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 understand the cloud better, then we’ll avoid Big Tech’s blunders.

Micro-site with downloads is here: https://ift.tt/2LSrTbQ