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The CX Report 2020


Trends related to how business happens in the computational era

John Maeda
John Maeda

Launching March 26.

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Expect valuable research and insights on:

  • Why your business should care holistically about experience at the organizational level
  • The hottest trends in experience for established companies
  • How tech and design are transforming and impacting the experience wars, both positively and negatively

John Maeda: Bridging the gap between businesses and customers

Named as one of the “75 Most Influential People of the 21st Century” by Esquire, Maeda draws on his diverse background as an MIT-trained engineer, award-winning designer, and MBA-community translator to bring people and ideas together at scale. Maeda’s talks for TED have received millions of views. And his most recently celebrated book How to Speak Machine breaks down the basics of computation for all.

Our view of modern CX

In today’s world “CX” needs to be Customer Experience as transformed by Computational Experiences. The “C” to care about the most these days is Computation because it’s profoundly impacting Commerce, Culture, and Community.

Why should you care about CX?

What we consume today as customers is being impacted by computational forces at the speed of Moore’s Law. Business is needing to transform faster than it has ever needed to achieve before. And organizations are trying to figure out what it all means — and it’s a bit messy out there.

Learn more about our Customer Experience services.