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The CX Iconoclast

OCX Cognition

If you’re exhausted by traditional approaches to CX, impatient with the stunning lack of progress in the field, and done re-hashing the “best practices” that don’t change anything, you’ve found your podcast. Here’s what we know: Companies gain competitive advantage through exceptional customer experience, and customer insights are the best decision-making tool there is. But traditional CX approaches have run their course and it’s time for the next revolution in CX. Tune in every two weeks as Richard Owen, co-founder of OCX Cognition, hosts conversations and interviews with business leaders, academics, and thinkers whose ideas can guide the CX profession to think in new ways about what success looks like. Most of them aren’t CX professionals, but all of them have something to teach us about CX. We’ll take a clear-eyed look at the problems that have hampered the discipline and explore the compelling ideas behind a re-engineering CX for a modern world. Come disgruntled, leave inspired. Find us at www.ocxcognition.com
Stanford's Erik Brynjolfsson on the impact of accelerating advances in AI right nowJune 03, 2024
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Simon Paris - A Visionary Approach to the Future of BankingMay 20, 2024
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Kevin O'Meara of Shaw Industries on the urgent need to transform manufacturing and supply chainsMay 06, 2024
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Chris Gopal on Breakthrough Supply Chains in complicated timesApril 22, 2024
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Joe Wheeler - Customer Experience in the Digital AgeApril 08, 2024
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Is Customer Success dead?March 25, 2024
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Sean Albertson - Four metaphorical rocks affecting customer flowMarch 11, 2024
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Deep Thought from HBS Deep Thinker Das NarayandasFebruary 26, 2024
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Clear thinking from Joe Pinto, Chief Customer Experience Officer at Pure StorageFebruary 13, 2024
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The best CX Iconoclast advice from another four sales and marketing leaders in 2023January 29, 2024
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The best CX Iconoclast advice from three marketing thought leaders in 2023January 29, 2024
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Unveiling the Conga Way with Chris Bishop, Chief Customer OfficerJanuary 22, 2024
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Best CX Iconoclast advice from seven top thought leaders in 2023January 08, 2024
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Best CX Iconoclast advice from four business leaders in 2023January 08, 2024
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Joe Wheeler - Digital First, People Second? November 06, 2023
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Ralph Oliva & Liam Fahey - How B2B Marketing Gets Intensely PersonalOctober 15, 2023
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Tom Fishburne - Humor as Tool for Reflection and Change in Business July 10, 2023
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Mark Templeton – “CX Washing,” Culture, and the Holy Grail of Customer Experience June 19, 2023
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Steve Byrne – Linking Innovation to Purpose and StrategyJune 05, 2023
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Peter Fader and Daniel McCarthy – Customer Value, Disclosable Metrics, and Data to Guide ChangeMay 15, 2023
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Bill Binch – Sales Success, Data-Driven Insights, and Ideal CustomersMay 01, 2023
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David Tudehope – Customers as the Best Guide for Innovation and ChangeApril 17, 2023
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Michael Schrage – Delivering on the Value of What You MeasureApril 03, 2023
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Paul Marsden – Technology, Customers, and Core Human NeedsMarch 20, 2023
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Richard Watts – CX as a Common Language for Boards, Leaders, and Employees March 06, 2023
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