computational experience: the new cx...kardashev scale for digital kardashev 1 we’re on the world...
TRANSCRIPT
Computational Experience:The New CX
Erin GoldenSenior Content Strategist @ Publicis Sapient
● Experience strategist & content designer
● Make content useful and usable
● Learning more ways to design with data
bit.ly/eringolden
Wendy JohanssonGVP Experience @ Publicis Sapient
● Silicon Valley startup aficionado
● Build & scale global product design teams
● Intrigued by EX: employee experience
@uxwendy
What is Computational Experience?
Six Tectonic Shifts 👽
Exponential age is powered by computation and Moore’s law1 China has grown at close to
exponential speeds2
Boomers will equally co-exist with GenZ / Millennials
4
Smartphone growth has stalled but e-commerce still growing3
GenZ/Millennials are acutely aware of their world & seek equity
5 Big Tech is losing its moral high ground and non-Big Tech can win again
6
CX = Customer Experience × Computational Experience
Kardashev Scale
Kardashev Scale for Digital
KARDASHEV 1We’re on the World Wide Web!”
KARDASHEV 2We are B2B-ing with the best!”
KARDASHEV 3My team’s treading water with B2C etc.”
KARDASHEV 4We’re masters at data. Look out Big Tech!”
KARDASHEV 5Did we automate the right things? Or not?”
1 2 3 4 5“We are
B2B-ing with the best!”
“My team’s treading water with B2C etc.”
“We’re masters at data. Look out
Big Tech!”
“Did we automate the right things?
Or not?”
“We’re on the world wide
web!”
Kardashev 2 Kardashev 3 Kardashev 4 Kardashev 5Kardashev 1
Based on @johnmaeda’s cx.report
Based on @johnmaeda’s cx.report
KARDASHEVSCALE 1 TO 5
BEING DIGITAL MEANS
BEING A DESIGNER MEANS
APT MOVIEANALOGY
PHRASE OF THE TIMES
ASPIRATIONAL COMPANY
“Hey! Can you get me on the WWW?”
CONTENTWEBSITES
WEBDESIGNERS
90s
COPYWRITING
"e-Business?What’s that?”
WEB 2.0 / MOBILE
UI + uxDESIGNERS
00s
CMS MANAGEMENT + CONTENT LIFECYCLE
“Where did the good ole Web go?”
SOCIAL + COMMERCE
UX + uiDESIGNERS
10s
CONTENTECOSYSTEM + SEO
"Open the pod bay doors, Hal!”
GENERALAI
TIME TO MOVE ON?
30s 2040
“Big Tech’s run fast and furious. Bye-y!”
PRODUCTEXPERIENCES
AI & PRODUCTDESIGNERS
20s
CONTENT DESIGN + STRUCTURED CONTENT
BEING A CONTENT STRATEGIST MEANS
How to Evolve as a Designer
WEBDESIGNERS
WEB 2.0 / MOBILE
SOCIAL + COMMERCE
GENERALAI
PRODUCTEXPERIENCES
@rochelleking @johnmaeda
How to Evolve as a Content Strategist
CONTENTWEBSITES
WEB 2.0 / MOBILE
SOCIAL + COMMERCE
GENERALAI
PRODUCTEXPERIENCES
Content value& governanceAnalytics basicsCMS & Content types
Plain languagePersonasConversational content
Journeys &touchpointsSEO & keyword basics
Quantitative & qualitative dataContent modelsAtomic content
UX writingPersonalized content
Thank you 👽bit.ly/eringolden
@uxwendy