The CX Iconoclast
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
The CX Iconoclast
Tom Monahan – Customer Experience as a Means, Not an End
Most companies today don’t have any tangible value, points out our guest Tom Monahan. It’s all concentrated in relationships with customers and the experiences companies provide.
Tom Monahan led CEB for decades, developing a compelling suite of research, benchmarks, and decision-support tools and services and eventually selling the company to Gartner. His work at CEB included the development of the Customer Effort Score, at the time a revolutionary way of thinking about the customer experience in terms of friction and ease, and a metric still in widespread use.
Since selling CEB to Gartner, Tom has served on a number of boards, and had been President and CEO of DeVry University for several years at the time of this recording. DeVry is a place where adult, working students further their careers. Tom thinks of his DeVry students the way CX professionals should think about their customers – in terms of data, insights, and metrics that predict outcomes.
Listen for Tom’s great points about:
- How companies have shifted so that today, most of their value is in customer relationships and experiences,
- How investors want what business leaders want – rich insights that help pinpoint effective action,
- The natural alignment between CX and the CFO, and
- His plans to endow the Museum of False Precision, and why you should strive not to become an exhibit
Find out how predictive CX analytics can help your business: https://ocxcognition.com/
Follow us on LinkedIn: https://www.linkedin.com/company/ocxcognition/
Connect with Richard Owen on LinkedIn: linkedin.com/in/richard-owen-98ba3
