Erik Brynjolfsson - The Power of Data-Driven Strategy Artwork

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

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The CX Iconoclast

Erik Brynjolfsson - The Power of Data-Driven Strategy

January 23, 2023 • OCX Cognition • Season 1 • Episode 3

Will AI put CX leaders out of work? Nope, but it should prompt a fundamental reimagining of the discipline, says our guest Erik Brynjolfsson. What’s at stake? “The companies within each industry that are using digital assets effectively are pulling away from their competitors,” he explains.

Erik is a professor at Stanford as well as a Senior Fellow at the Stanford Institute for Human-Centered AI, the Director of the Stanford Digital Economy Lab, the Ralph Landau Senior Fellow at the Stanford Institute for Economic Policy Research, and a Research Associate at the National Bureau of Economic Research. He’s also a co-founder of WorkHelix, a new company that provides a data-driven compensation platform for the rapidly changing work world. He’s a best-selling author and speaks around the world.

Erik’s research and thinking focuses on data-driven decisions, how AI works in business, and the intangible or digital assets of companies. Importantly, he makes useful distinctions between augmentation and automation in his work on AI. His insights offer guidance to CX professionals and other business leaders thinking about how to augment their work with machine learning and automation without automating themselves out of a job.

In this episode especially listen for:

A discussion of how as business leaders we need to push ourselves in our thinking about the power conferred by data-driven strategy,
The importance of being creative about how machine learning and AI can augment our human decisions, rather than just replicating existing processes, and
How early adopters stand to gain from the ongoing explosion in the volume of data available to business.

Erik makes the case that there’s no shortage of engaging work for humans even as AI becomes more powerful.

Find out more about Erik at https://www.brynjolfsson.com

LinkedIn: https://www.linkedin.com/in/erikbrynjolfsson/

Twitter: https://twitter.com/erikbryn

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

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Richard Owen

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