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
The CX Iconoclast
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 FitzGerald, Head of Content at OCX Cognition; and special guest Alyona Medelyan, CEO and co-founder of Thematic. Alyona, originally from Ukraine, holds a PhD in Artificial Intelligence, making her even more highly qualified to discuss this quickly evolving area.
Originally referred to as Text Analytics by business users and Natural Language Processing by researchers, this field completely changed with the rise of Generative AI. You’ll learn how we no longer need to rely on pre-canned taxonomies or time-consuming training, thanks to the nuanced understanding of Large Language Models (LLMs). Brian Curry breaks down the game-changing potential of LLMs in solving complex language problems and customizing models for unique business needs. Listen as the panel explores the transformative applications of LLMs, from enhanced chatbots to natural language data queries. Alyona Medelyan shares invaluable tips on choosing the right AI solution—hint: it's all about testing with real data right away!
There’s a lot of buzz and noise on this topic in the field of Customer Experience right now, but very few people who actually have the expertese. So let’s hear what they have to say on this topic.
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
