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Chief experience officer John Maeda delves into the elements that make distributed work successful

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Chief experience officer John Maeda delves into the elements that make distributed work successful

chief experience officer John Maeda Publicis Sapient

You can hear the kids squealing with laughter in the background. There are a few technical glitches (like unexpectedly going live instead of merely recording).

Yes, John Maeda may be the chief experience officer at Publicis Sapient, but his experience of working from home amid COVID-19 is probably not unlike your own.

A former president of the Rhode Island School of Design and head of computational design and inclusion at Automattic (among other roles), Maeda this past weekend uploaded an appendix to his forthcoming CX Report. The study is an evolution from his previous Design in Tech Report, which he has been publishing for several years.

Originally scheduled to be unveiled during the South by Southwest (SxSW) conference in Austin, Maeda had promised to present the CX report on his YouTube channel instead. As COVID-19 disrupted businesses around the world, however, he has since pushed back the launch to May.

In the meantime, however, he offered a video walk-through of a section of the CX that focuses on remote work — in particular, the way it is often misunderstood and the implications for those creating experiences, as well as the customers who enjoy them.


The video is less than half an hour, but if you’d like a summary of some of the key points as well as some thoughts about how to apply it, subscribe and read on.

An Alternate ‘C’ In CX

For Maeda, who published the book How To Speak Machine last year, customer experience is best defined as

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