Deep Thought from HBS Deep Thinker Das Narayandas 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

Deep Thought from HBS Deep Thinker Das Narayandas

February 26, 2024 • OCX Cognition

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 relationship expertise. Das shares insights from his groundbreaking marketing dissertation, emphasizing the nuances of long-term supplier-customer dynamics. The conversation seamlessly transitions to the critical aspects of customer selection, service, and the evolving landscape of customer lifetime value (CLV).

As the discussion unfolds, Das offers a unique perspective on strategy, advocating for its dynamic nature and continual alignment with the most attractive customer profiles. Their dialogue moves on to cover the new world of AI, with Das recounting his transformative journey during the pandemic, translating complex data science into practical business applications.

Richard and Das explore the intricacies of human-machine interaction in predictive analytics, navigating biases with a "healthy skepticism" approach. The podcast touches on the challenges faced by boardrooms in adapting to data-driven decisions, expressing optimism that analytics will bridge the gap between sales and marketing.

The conversation extends to organizational structures, proposing innovative approaches to team organization based on sales process operational stages. They uncover downstream effects of improper customer targeting, highlighting the growing trend of integrating support and customer success teams more strategically into the overall organization, rather than as an afterthought.

As the podcast wraps up, Das provides a glimpse into the future of analytics, introducing the concept of "augmented intelligence" and sharing a compelling "Aha Moment" that underscores the power of predictive analytics in shaping business strategies. Tune in for an enlightening discussion that promises valuable insights for both seasoned professionals and those navigating the evolving landscape of customeranalytics and AI.

Find out how predictive CX analytics can help your business: https://ocxcognition.com/

Connect with Richard Owen on LinkedIn: linkedin.com/in/richard-owen-98ba3

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