The Future of CX: AI, NPS, and the Power of Data - with Richard Owen and Mauricio Duarte 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

The Future of CX: AI, NPS, and the Power of Data - with Richard Owen and Mauricio Duarte

February 24, 2025 • OCX Cognition

In this first of a series of two podcasts, Mauricio Duarte, CEO of Opinat, interviews Richard Owen, CEO of OCX Cognition, about the evolution of customer experience (CX) and the future of AI as a way of improving customer retention and growth. Richard shares his own CX journey, starting at Dell Computer, where he recognized customer experience as a key differentiator. He later joined Satmetrix as CEO, where he and his team were top contributors to worldwide adoption of the Net Promoter Score (NPS) methodology, helping companies shift from product-centric to more customer-centric business models.

Richard emphasizes the importance of leadership commitment to NPS, treating it as a core business metric rather than just a survey tool. He highlights the need for robust diagnostics to understand the "why" behind NPS scores and integrate them into business processes for actionable insights. The discussion also covers the challenges of linking CX metrics to financial outcomes, stressing the importance of data quality and clear economic connections.

Looking ahead, Richard discusses the transformative potential of AI in CX, enabling real-time customer behavior predictions and hyper-personalization. He also reflects on lessons from the pandemic, noting the accelerated digital transformation and the increased value placed on customer experiences. Finally, Richard shares insights on B2B CX, the importance of Promoters, and OCX Cognition’s focus on predictive and prescriptive analytics to drive better customer outcomes.

This conversation offers valuable insights for CX leaders who want to get in front of their competitors in the quickly-evolving world of customer experience, retention, and growth.

Mauricio Duarte, is the Latin America CEO of OPINAT, a Spanish company that has been helping companies implement NPS and the Net Promoter System for over 15 years. He is a well-known international speaker and consultant in Customer Experience (CX), organizational transformation and business growth. He has worked with companies from various industries, helping them grow through strategies focused on customer loyalty, and winning by differentiating experience from the competition.

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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