
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
AI, Leadership, and the Future of Customer Experience – with Moira Clark

What Global CEOs Need to Know About CX in Latin America - With Felipe Bayón and Mauricio Duarte

The Future of Telcos in an AI-driven World - With Harry Baldock and Marc Anné

NPS Isn't Dead, But It’s on Life Support: The Future of B2B Customer Experience

Marketing, AI, and the Power of Focus: Insights with Simon Lyons

B2B CX Reimagined: Predictive Analytics and Account-Level Insights - with Richard Owen and Mauricio Duarte

The Future of CX: AI, NPS, and the Power of Data - with Richard Owen and Mauricio Duarte

What happened to Starbucks’ "third place" magic? With Joe Pine and Louis-Etienne Dubois

Best of 2024 – The Value of Long-Term Customer Relationships - With Das Narayandas

Best of 2024 – Technology-driven CX enhancements

Best of 2024: Operational Resilience and Flexibility

Best of 2024: AI and Predictive Analytics | Highlights from the CX Iconoclast Podcast

Best of 2024: Customer-Centric Transformation | Highlights from the CX Iconoclast Podcast

Beyond the Buzz: Making AI Work for Your Business – With Amir Hartman

Revolutionizing Healthcare: Aging, AI, and the Future of Medicine – With Jean-Christophe Barland

Innovation in Action: AkzoNobel's Blueprint for Digital Success - With Michel Claassens

Beyond the Hype: The Real Impact of AI in Business - With Bob Cooper

Joe Pine on the amazing evolution of The Experience Economy over the last 25 years

A Customer-Centric Vision for Healthcare's Future with Eric Tagliere

Customer Lifetime Value and the Future of CX with Don Peppers

From NLP to LLMs: Insights in language understanding from Industry Leaders

Stanford's Erik Brynjolfsson on the impact of accelerating advances in AI right now

Simon Paris - A Visionary Approach to the Future of Banking

Kevin O'Meara of Shaw Industries on the urgent need to transform manufacturing and supply chains

Chris Gopal on Breakthrough Supply Chains in complicated times
