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
Episodes
39 episodes
Beyond the Buzz: Making AI Work for Your Business – With Amir Hartman
Richard Owen and Amir Hartman explore the challenges companies face in adopting AI, particularly the high failure rates of AI projects. Owen compares the current AI landscape to previous technological waves, where early excitement led companies...
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36:42
Revolutionizing Healthcare: Aging, AI, and the Future of Medicine – With Jean-Christophe Barland
Richard Owen and Jean-Christophe Barland discussed the complexities facing the pharmaceutical industry, particularly in relation to healthcare delivery and the aging population. Barland emphasized the diversity among physicians in terms of thei...
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37:07
Innovation in Action: AkzoNobel's Blueprint for Digital Success - With Michel Claassens
In the latest CX Iconoclast conversation, Michel Claassens and Richard Owen dive into AkzoNobel's journey of digital transformation, demonstrating how a traditional paint company is innovating and continuing to grow in a rapidly changing landsc...
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32:49
Beyond the Hype: The Real Impact of AI in Business - With Bob Cooper
In this episode of the CX Iconoclast podcast, host Richard sits down with Bob Cooper, a leading expert in AI and business strategy, to explore the true impact of AI across various industries. The conversation delves into the contrast between th...
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34:39
Joe Pine on the amazing evolution of The Experience Economy over the last 25 years
In this episode of the CX Iconoclast Podcast, Richard Owen hosts Joe Pine, thought leader, academic, and author of The Experience Economy and several other influential books including Mass Customization, Authenticity,...
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35:09
A Customer-Centric Vision for Healthcare's Future with Eric Tagliere
In this episode, Richard Owen speaks with Eric Tagliere, Chief Technology Officer at Humana, about the challenges and opportunities present in the healthcare industry. They emphasize the importance of a customer-focused approach and the converg...
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38:08
Customer Lifetime Value and the Future of CX with Don Peppers
In this episode, Richard Owen sits down with Don Peppers, a global authority on marketing and business competition, to delve into the intricacies of customer behavior, customer-centric companies, and the evolving landscape of customer experienc...
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36:09
From NLP to LLMs: Insights in language understanding from Industry Leaders
This new edition of the CX Iconoclast podcast is a timely panel discussion on the evolution of language understanding. Richard Owen hosts three panelists: Brian Curry, Co-founder and Head of Engineering Customers at OCX Cognition; Maurice FitzG...
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32:40
Stanford's Erik Brynjolfsson on the impact of accelerating advances in AI right now
In this episode hosted by Richard Owen, Stanford professor Erik Brynjolfsson, an economist and a contributing author to the recent HAI report on the current state of AI on the planet, discusses the impact of AI on productivity. He highlights th...
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35:40
Simon Paris - A Visionary Approach to the Future of Banking
Join Richard Owen as he delves into a dynamic discussion with Simon Paris, the visionary CEO of Finastra, a leading force in global enterprise software solutions tailored for the financial sector. Here’s a summary of their engaging conversation...
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30:49
Kevin O'Meara of Shaw Industries on the urgent need to transform manufacturing and supply chains
In this episode of the CX Iconoclast, Richard Owen hosts Kevin O’Meara, a supply chain expert and head of business transformation at Shaw Industries. After discussing Kevin’s transition from military to commercial life, the conversa...
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33:41
Chris Gopal on Breakthrough Supply Chains in complicated times
In this episode of the CX Iconoclast Podcast, host Richard Owen welcomes guest Chris Gopal, a renowned global supply chain expert. Chris shares his insights on the challenges faced by companies in managing their supply chains and how AI and ana...
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36:31
Joe Wheeler - Customer Experience in the Digital Age
In this podcast, Joe Wheeler, Richard Owen, and Maurice FitzGerald discuss the evolution of customer experience. Wheeler, author of ‘The Digital-First Customer Experience’, highlights how AI and machine learning drive growth and scalab...
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34:50
Is Customer Success dead?
Is customer success indeed dead? That’s just one of the questions answered during this discussion. (Spoiler alert: it may well be dying at your company.) Join host Richard Owen and Chris Adlard, co-author of ‘The Customer Catalyst’, as they del...
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33:10
Sean Albertson - Four metaphorical rocks affecting customer flow
In this podcast featuring Sean Albertson, a call center expert and author of '4ROCKS', host Richard Owen explores the dynamics of customer experience and business challenges. Sean's four metaphorical rocks—Sedimentary, Metamorphic, Igneous, and...
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32:49
Deep Thought from HBS Deep Thinker Das Narayandas
Das Narayandas is the Edsel Bryant Ford Professor of Business Administration at the Harvard Business School. In this engaging podcast hosted by Richard Owen, Das reflects on their early connection and dives into decades of B2B client relationsh...
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38:36
Clear thinking from Joe Pinto, Chief Customer Experience Officer at Pure Storage
In this insightful podcast with host Richard Owen, Joe Pinto reflects on his years at Cisco and the transition to his role as Chief Customer Experience Officer at Pure Storage. Moving from Cisco to Pure, Joe notes the significant size differenc...
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30:11
The best CX Iconoclast advice from another four sales and marketing leaders in 2023
CX Iconoclasts are people who break with tradition by bringing new ideas and new ways of doing things to our attention. These short extracts from the full discussions cover some great sales and marketing views on the future of customer experien...
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10:16
The best CX Iconoclast advice from three marketing thought leaders in 2023
CX Iconoclasts are people who break with tradition by bringing new ideas and new ways of doing things to our attention. These short extracts from the full discussions set out some fascinating marketing-centric views on the future of customer ex...
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6:49
Unveiling the Conga Way with Chris Bishop, Chief Customer Officer
CX Iconoclasts are people who break with tradition by bringing new ideas and new ways of doing things to our attention. Join us in this captivating episode as we delve into the remarkable journey of Chris Bishop, Chief Customer Officer at Conga...
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29:51
Best CX Iconoclast advice from seven top thought leaders in 2023
CX Iconoclasts are people who break with tradition by bringing new ideas and new ways of doing things to our attention. Where better to find such thinking than from major thought leaders and academics, who do not have to live with the restricti...
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Episode 19
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12:17
Best CX Iconoclast advice from four business leaders in 2023
2023 was a great year for our CX Iconoclast podcast Richard Owen interviewed many business leaders, and we have picked out some highlights in these short videos. You will get interesting and entertaining advice in these clips from Mark Templeto...
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Episode 18
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13:16
Joe Wheeler - Digital First, People Second?
Today, we sit down with Joe Wheeler, the author of the insightful book “The Digital First Customer Experience.” We dive deep into the design strategies used by top brands like NIKE, Amazon, and Starbucks, and how these strategies have evolved t...
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Season 1
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Episode 15
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33:03
Ralph Oliva & Liam Fahey - How B2B Marketing Gets Intensely Personal
Today's conversation explores several key themes, including the intensely personal nature of B2B relationships, the impact of generative AI on the buying process, and the many changing roles in today's corporate landscape.Rich...
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Season 1
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Episode 14
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36:06
Tom Fishburne - Humor as Tool for Reflection and Change in Business
Have you ever experienced something like “marketing funnel vision?” Been trapped in a “sub-silo?” Feared a case of “data-blindness?” What a relief to laugh at the challenges of business, which is what cartoonist Tom Fishburne helps us do. ...
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33:29