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

All Episodes

The CX Iconoclast

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

December 26, 2024 • OCX Cognition

In this 7-minute highlight reel, Richard Owen, CEO of OCX Cognition, explores how AI and predictive analytics are transforming B2B customer experience by providing actionable insights, improving operational efficiency, and personalizing customer engagement.

Featured Guests:

Chris Bishop (Conga): Shares how predictive analytics moves businesses from reactive problem-solving to proactive growth.
Sean Albertson (Call center expert and author of 4ROCKS): Discusses leveraging AI to preemptively identify and resolve customer issues, improving both satisfaction and efficiency.
Das Naryandas (Harvard Business School): Highlights the importance of ethical considerations and blending human expertise with AI.
Joe Pinto (Pure Storage): Explains how AI serves as a "copilot," augmenting human decision-making to create personalized, richer customer experiences.

With insights from academia, enterprise leaders, and technology innovators, this episode highlights the potential of AI to revolutionize customer experience.

Watch now to see how your business can harness AI for customer-centric growth!

Don’t forget to like, comment, and subscribe for more thought leadership on CX innovation.

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

People on this episode

Richard Owen

Host