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
The Future of Telcos in an AI-driven World - With Harry Baldock and Marc Anné
Richard Owen hosts a conversation on the future of the telecommunications industry with Marc Anné, Chair of the World Communication Awards judging panel, and Harry Baldock, Editor of Total Telecom. The discussion covers key industry trends, including the rise of 5G, the growing dominance of hyperscalers, and the challenge of telcos transforming into technology companies.
They address the persistent revenue struggles of telecom operators despite increasing data consumption, the role of AI in network optimization and customer experience, and the competitive pressures from China and US tech giants. Marc highlights AI-driven efficiency improvements in telcos, from predictive maintenance to hyper-personalized customer interactions, while Harry reflects on the sector’s identity crisis—caught between innovation and commoditization.
The conversation ends with predictions for the next five years, emphasizing AI-powered services, private 5G networks for B2B, and the telcos’ need for strategic partnerships to remain relevant.
Harry Baldock is the Editor at Total Telecom, writing daily news stories and feature articles on a broad randge of topics within the telecoms industry. He is also an experienced interviewer, having interviewed numerous executives from throughout the industry, including the CEO of Three and the UK Minister for Digital Infrastructure. Prior to his telecommunications role, Harry was an Editorial Assistant for the European Medical Journal.
Marc Anné has held a variety of executive global leadership positions in business development, M&A implementation, and customer experience leadership, mainly in the B2B telecommunications and software industries, notably at Orange Business, Equant, and SITA. He has been a judge for the World Communications Awards for a number of years. He is passionate about the subject and has extensive expertise in designing, orchestrating, implementing, and progress monitoring of global transformational programs to a variety of B2B and B2C telecommunications companies.
Find out how predictive CX analytics can help your business: https://ocxcognition.com/
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Connect with Richard Owen on LinkedIn: linkedin.com/in/richard-owen-98ba3
