The optimism of #Purpose & science of #design in forging #digital customer experiences! Opinions my own!

Every iteration of the Experience Economy has shown us a new trust and empathy dynamic. The Low Touch Economy went contactless; demanding increased trust and transparency. The author feels the last 2 years was unprecedented, yes, but also an opportunity for governments across the world to shine. And most did. It was clear how the gradual erosion of trust has taken place – citizens really needed their governments to protect them and keep them safe. It wasn’t really about ease, simplicity or convenience – things we usually associate with CX. . Actually CX also means Connected Citizens and Citizen Experience. In my opinion, the  public sector has (successfully) upped the ante on XM. They also bailed out industries and stimulated/ propped up economies (part of the reason for printing more money). 

Now as of this writing, Facebook has been renamed Meta. Satya Nadella and Microsoft has announced similar, lofty ambitions for the Metaverse – with PowerPoint being an entry point (like a port key if you’re a Harry Potter fan). It’s all down to recreating human presence. Zuck and Satya gave us a glimpse of how we can live, work and play at the same time, literally. How we may exist in multiple realities and multiverses. In the Metaverse the common laws/physics of XM no longer  holds, it seems. We may need to go into the quantum realm.

Quantum supremacy is not just an AI arms race to crack blockchains – it’s about laying the fabric for the new multiverses we will now occupy and persist/live in. To the author it’s a parallel singularity of sorts. The AI singularity when it becomes ‘self aware’ but for HX it’s about existentialism and  omnipresence. They go hand in hand. 

was faster for the 2nd layer, the Internet. Now it’s quickening exponentially, with Bitcoin. We will have about 1B nodes/users in the network by 2024. Mind boggling really. 

We owe it to ourselves to learn about crypto. 

We are fools to bet against the ‘market’, which has validated this asset class to the tune of 3T as of this writing. 

The big question: which would  you rather have as a store of value or ‘currency’ in the Metaverse, Web3 and Industry 5.0 and beyond? Fiat or crypto? I think it’s pretty obvious. 

We also have to build and accrue Experience Equity sustainably. The ‘common’ laws and physics of traditional XM no longer holds in the Metaverse and Web3. Hence I thought about a hybrid construct, a derivative that could stitch together and offer omnipresence in all multiverses and alternate realities. After all, the human presence is what we are solving for – the ability to be everywhere and anywhere at the same time, to have our consciousness ad infinitum. I think of the Metaverse as not a place, but a time, a slice of time when the Human Experience ascends. The ascension of human consciousness.

Without going into too much science,, I’ve just labelled this hybrid construct =MetaXM and it’s subsets MetaCX and MetaEX, drawing parallelism to the general  HX = CX + EX equation which we will dive into later. 

Using an analogy eg where we unlock  more % of our own brain’s potential (it’s said we only use 10%) -with a higher state of ‘being’ and  state of awareness,  we will process and internalise experiences differently; it’s as if we’ve ascended into a higher state of being. We’ve seen some of these projections in sci-fi movies – advanced alien races existing as energy forms. We’re far from even being a spacefaring species   but the Metaverse is a giant step towards the evolution of Humanity x AI as a symbiotic species – in the author’s opinion. 

How companies are assessed by value investors such as Warren Buffett – good fundamentals. His famous quote. “Price is what we pay, value is what we get.” still rings true. Or does it still? If you look at the SP500 today; it’s made up of tech Titans, the so-called FAANG companies – although Tesla might make a play for that acronym very soon! These companies have something in  common the last 2-3 decades: innovation. They also  grow at least 30-50% faster than previous industrial companies (producing goods) did. What’s less apparent is that they’re great at generating Experience Equity; they generate  positive  ROX  faster, more sustainably than their competitors. 

Value investors often scrutinise a basket of metrics including Return on Equity (ROE), Free Cash Flow (FCF), Cash Flow from Operations (CFO) to ascertain the health of the business. There’s a caveat. These are presentforward, or today’s snapshot of the health of the business. Nothing wrong with that. The market however, has been increasingly forward looking, focusing more on future projections of success. Some of these metrics eg when a company isn’t generating profits (yet) include Price to Sales ratio (P/S) and derivatives of Future Cash Flows. Innovation eg how much % spent on R&D also features prominently. 

The author feels that these are tell-tale signs of a great shift, redistribution of wealth, favouring companies that are innovative and customer obsessed (and focused – obsession without ability to execute doesn’t cut it). Simply put these ‘new’ breed of companies (unfortunately mostly Big Tech as of this writing) are immensely Purposeful – ie customers resonate with their Why. We all know that’s why back in the early 2000s  Apple was able to ‘sell’ us the I-Everything idea, far beyond just being a computer maker. Today they’re a premium lifestyle brand, with clear intent of being a luxury brand. Oh, and they make cars as well.