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Jim Kalbach, Head of Customer Experience, Mural

Episode details:

There has been a common theme in almost all of our episodes as we’ve discussed experience design, innovation and transformation - and that theme has been the importance of culture. As a lot of work has become remote as a result of the pandemic, building and maintaining culture has become an entirely new type of challenge for many of us - especially since it is so key to successful innovation and transformation efforts. 

This episode’s guest, Jim Kalbach, brings a wealth of experience and expertise in managing remote teams to Designing Next. Jim is Head of Customer Experience for Mural, a cloud-based digital workspace for visual collaboration. Before Mural, Jim worked in various design-related consulting roles for large companies, such as eBay, Audi, SONY, Elsevier Science, LexisNexis, and Citrix. He is also an accomplished author of three books on topics ranging from web design to journey mapping, with a fourth to be published soon.

We could likely speak with Jim for hours across a range of subjects, but in this episode we focused on something that is relevant to so many of us during these times - building and maintaining a strong culture in remote environments. Jim started building and leading remote teams long before COVID-19 came along, so he has a lot of wisdom he can share with us. 

When you listen to this episode, you can look forward to learning: 

  • What the pandemic taught Jim and the team at Mural about their business as they grew so fast over the last six months.
  • What organizations need to do to establish and maintain a culture in a remote or distributed work environment. 
  • Why Jim believes remote or distributed work can be just as effective or even more effective than in-person work.
  • Why Jim doesn’t like the term “human resources.”

Jim shared a lot of interesting thoughts and concepts in this episode. We hope you enjoy it.


Jim’s TEDX talk: Jazz improvisation for radical collaboration

Jim’s books: 

Designing Web Navigation: Optimizing the User Experience

Mapping Experiences: A Complete Guide to Creating Value through Journeys, Blueprints, and Diagrams

The Jobs To Be Done Playbook: Align Your Markets, Organization, and Strategy Around Customer Needs

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