Joe Wheeler - Customer Experience in the Digital Age 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

Joe Wheeler - Customer Experience in the Digital Age

April 08, 2024 • OCX Cognition

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 scalability in companies like Spotify and Lemonade. The trio explores the economic implications of AI in businesses, balancing cost reduction and job creation, and the importance of understanding customer segments.

They discuss real-world examples like Budweiser and Cadillac to illustrate brand growth challenges and the importance of adapting to demographic shifts. Owen questions the relevance of surveys in a digital environment, suggesting that customer experience can be measured more effectively through digital behaviors.

The conversation moves on to customer lifetime value (CLV), exploring dynamic measures of engagement linked to spending behaviors. They discuss the role of engagement in the B2B SaaS industry, emphasizing that customers must derive tangible benefits from their interactions with brands.

Wheeler shares his thoughts on personalized pricing in the digital world and how AI is revolutionizing this space. As they wrap up, the conversation turns to Joe’s involvement with Blue Movement, a venture leveraging AI to analyze ocean data.

Tune into this podcast for a deep dive into customer experience, engagement metrics, personalized pricing models, and climate change initiatives. The dialogue emphasizes that technology should enhance customer experience, dictated by specific needs and expectations.

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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