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It works very well for me; hope it does for you as well.Today\u2019s a treat.First, I want to share with you that my brand-spanking, shiny, new article was published in ZDNet.\u00a0 I am stoked.\u00a0 Seriously.\u00a0 I love the reach and distribution, and the idea that I am finally, finally \u2013 able to compare myself to Vala (hehe).\u00a0 Although he has way more cool content than I do\u2026.\u00a0 Still, check it out?\u00a0 Thoughts, comments, etc. are always welcome, and as I said before, the idea is to compile the data points from here into bigger things there.Speaking of content…Former SAPer (like the Marines, once an SAPer always one \u2013 Oorah!) and now Chief Strategy Officer for ServiceNow Nick Tzitzon (hope I got the name right) did a fantastic job last week interviewing Soledad O\u2019Brien. It was a 20-something minutes conversation that covered a lot of ground, but the part that got me the most was when she described herself as a content creator and how that changed her perspective on her role, her job, and her position in life.Now, you know me – I am nothing if not a dot-connector\u2026 and to that end, I see content as \u2013 well, structured data. And in that moment, your honor, was when I realized that she was right \u2013 we are all digital beings and content and data is all around us, we just need to learn how to use it well (which she covers as well).This was awesome, and you may need to register to access it \u2013 but it\u2019s free registration and contrary to the liver donation sketch from Monthy Python\u2019s Meaning of Life \u2013 no one has come to my house yet to claim anything.Speaking of connecting data points \u2013 I am stoked, as I said in LinkedIn earlier, to have had the opportunity to have a conversation with who\u2019s likely the smartest person I know.\u00a0 She sent me a message last week saying that the content I\u2019ve been producing here was greatly aligned with what she is doing \u2013 and that meant I had to have her in the video show \u201cI Still Don\u2019t Know What I\u2019m Doing \u2013 with Friends\u201d.\u00a0 She is a data maven, a connector of remote data points, and a digital dragon wrangler.\u00a0 Need I say more?Ladies and Gentlemen \u2013 it is my privilege to introduce a tangential conversation on data and experiences and everything in between with Dr. Lauren Vargas. Probably 17 minutes and 49 seconds you will not regret having spent in front of the screen this week (unlike that re-run of 30 Rock or that extra episode of Anne with an E).This content is hosted by a third party ( www.youtube.com ).To view the content, either update your cookie preferences or view it in a new browser window.Cookie PreferencesNew WindowWhat else has been going through my mind this week? Thanks for asking!I spent a lot of time refining the narrative for CX and I think I finally, finally nailed it. Did a presentation earlier this week internally and it went well, and no one told me I lost it \u2013 so may be almost ready for external sharing.Here are the top 5 talking points of this narrative:The pandemic was an accelerant for trends under way: business transformation to optimize processes, digital transformation to understand data usageBrining these two together we can finally focus on customer-centricity \u2013 not as the customer is always right (they seldom are), but to balance business outcomes and customer expectationsThe technology onslaught (I don\u2019t think so, but most people do) of the last decade resulted in a need to become more flexible, dynamic, and personalized, which concluded (so far) with the pandemic exposing that massively (like the California drought bringing a lost town back to the sunlight)Businesses are demanding a better way to support that with technology, and this gave way to the rise of platforms (for real, though) and service-based execution of distributed work (if only we had a simple word like \u201ccloud\u201d to describe that \u2013 oh, wait)We are aligning our design principles, core values, roadmaps, and storylines behind this model, and you will see that emerge in product-in-the-market next few monthsIt has been a lot of fun to do this narrative.\u00a0 Last week I introduced you to the five areas where I (and the people collecting data) saw the potential for CX to deliver value and this week I spent time correlating that to this new wave of stories and strategies \u2013 and it works, very well actually.OK, will make it short this week because you must watch that show with Lauren. OMG is she smart and sensible and \u2013 she knows what she\u2019s saying because she\u2019s done it. I admire her, and hope you see that when you listen to her and passion for this.\u00a0 Will be back next week with more links and diatribes \u2013 if I survive my first post-pandemic Rumspringa in Vegas this week. Wish me luck!I write this every week \u2013 if you miss any of the past ones (and your friends told you that you MUST see them \u2013 yeah, right \u2013 they\u2019re all here.\u00a0 Reach out to me with questions, comments, etc. and you too may be featured in a future episode of \u201cI Still Don\u2019t Know What I\u2019m Doing \u2013 With Friends\u201d.You know where to find me \u2013 LinkedIn or the world\u2019s worse kept secret \u2013 via email at SAP.Thanks for reading, again.  Seamless. Fast. Personalized. Customers today want it all. Can you deliver? Learn how HERE.\u00a0"},{"@context":"https:\/\/schema.org\/","@type":"BreadcrumbList","itemListElement":[{"@type":"ListItem","position":1,"name":"2021","item":"https:\/\/www.the-future-of-commerce.com\/2021\/#breadcrumbitem"},{"@type":"ListItem","position":2,"name":"05","item":"https:\/\/www.the-future-of-commerce.com\/2021\/\/05\/#breadcrumbitem"},{"@type":"ListItem","position":3,"name":"25","item":"https:\/\/www.the-future-of-commerce.com\/2021\/\/05\/\/25\/#breadcrumbitem"},{"@type":"ListItem","position":4,"name":"In a CX minute: Thoughts on customer experience, May 25, 2021","item":"https:\/\/www.the-future-of-commerce.com\/2021\/05\/25\/cx-minute-customer-experience-trends-may-25-2021\/#breadcrumbitem"}]}]