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Exploring Antifragility: Insights from the 2021 CX Report

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Chapter 1: Understanding Antifragility

The term "antifragile" aptly describes systems that become stronger when subjected to stress. This concept is crucial for organizations aiming for resilience, and the safety stack plays a pivotal role in fostering this antifragility.

My “monthly” CX Briefing resembles an annual report, adhering to the 4–3–2–1 format outlined below. If you're interested in subscribing, you can find the link here. It's always delivered in plaintext, which reflects my old-school preferences.

Four Key Considerations Regarding Computational Experiences

  • The emergence of electricity serves as a positive black swan event. Technologies with broad applications often take considerable time to disrupt society meaningfully.
  • Is there a single technology that enhances our lives? In reality, it's a combination of technologies and competencies that form what we refer to as “the safety stack.”
  • The safety stack has gained prominence due to the extended effects of the pandemic and the realization that there’s more to existence than merely pursuing top-tier technological indulgences.
  • When a technology becomes mainstream, design becomes the distinguishing factor. As mass adoption occurs, the potential issues associated with the technology become clearer.

Three Observations from the Past Month

  • There’s a growing recognition that the term “black swan” can refer to positive unexpected events as well, such as the advent of the World Wide Web.
  • Resilience can be perceived as an expensive endeavor, yet it can also be viewed as a prudent investment aimed at mitigating the effects of negative black swan events.
  • The global supply chains faced significant challenges due to the pandemic, driven by our relentless quest for cost efficiencies, which resulted in brittleness rather than resilience.

Two Non-Tech Innovations Worth Mentioning

  • Susan Kare, renowned for her work with Macintosh in 1984, has launched a new collection of bitmapped coasters and towels.
  • The Cooper Hewitt Shop is currently highlighting design products created by women designers.

One Special Resource

One Final Thought

The notion of "antifragile" encapsulates systems that thrive under stress, with the safety stack being crucial for enhancing organizational resilience.

Chapter 2: Insights from Recent Research

The first video titled "2021 Customer Experience Strategies (New Study)" discusses innovative approaches to enhancing customer interactions and satisfaction in a rapidly changing environment.

The second video, "ACT-IAC Zero Trust Briefing," provides insights into the importance of zero trust principles in cybersecurity, highlighting strategies for organizations to protect their digital assets.

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