Best of 2024: Operational Resilience and Flexibility 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

Best of 2024: Operational Resilience and Flexibility

December 26, 2024 • OCX Cognition

2024 was a great year for the CX iconoclast due to the amazing guests we had. In this recap, we look at the topic of operational resilience and flexibility, especially in supply chains.

Discover how leading experts Chris Gopal and Kevin O'Meara are reshaping supply chain strategies to prioritize resilience and flexibility in response to today's complex challenges. From balancing risk and agility to leveraging supply chains as competitive assets, this 'best of' episode highlights the transformative power of operational innovation.

- Chris Gopal highlights the shift from selling products to delivering integrated customer-centric services, drawing insights from top players like Amazon and Walmart.

- Kevin O'Meara describes the strategic evolution of supply chains—investing in technology, scenario planning, and balancing agility with cost control for long-term success.

Don't miss this great recap from the CX Iconoclast podcast!

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