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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 – Technology-driven CX enhancements

December 26, 2024 • OCX Cognition

2024 was a great year for the CX Iconoclast, thanks to the amazing guests we had. One of the topics that came up was the nature of technology-driven CX enhancements. As you might imagine, technology, especially automation and AI driven support tools, has enabled companies to offer streamlined, consistent, and highly proactive customer experience.

In this 'Best of' episode of The CX Iconoclast, Richard Owen highlights great insights from two leading voices in customer experience innovation: Joe Pinto of Pure Storage and Sean Albertson, author of 4ROCKS. They explain how cutting-edge technology and automation are reshaping the CX landscape, enabling businesses to deliver seamless, proactive, and customer-focused solutions.

From Pure Storage's evergreen approach that minimizes disruptions and maximizes value, to the critical importance of simplifying customer interactions in a mobile-first world, this video suggests practical strategies for driving CX excellence through technology.

Watch to learn how these advancements can position your business to anticipate customer needs and consistently exceed expectations.

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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