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
Why do some organizations disrupt while others decay? - With MIT's Steve Spear
If you have never heard of the Department of Disruptive Capabilities, this is the place to be! In this episode, OCX Cognition CEO Richard Owen sits down with MIT Senior Lecturer and renowned efficiency expert Steve Spear to explore what makes the world’s most innovative organizations tick. Drawing on his experience with Toyota, the U.S. Navy, and Fortune 500 leaders, Steve unpacks the mechanics of high-velocity learning—why relentless experimentation, rapid problem-solving, and dynamic adaptation separate market leaders from the rest.
Richard and Steve focus on the intersection of AI, operational excellence, and customer retention. How can B2B organizations apply Toyota-style innovation to drive growth? Why do traditional process improvement models fall short in today’s data-driven world? And what lessons can healthcare organizations, banks, and many other types of companies learn from the playbooks Steve helped implement in manufacturing and in the US Navy? Get ready for a great discussion that challenges conventional wisdom and unlocks new ways to scale efficiency and impact.
Dr. Steve Spear DBA MS MS is founder of the business process software firm, See to Solve, senior lecturer at MIT’s Sloan School of Management where he’s active in the exec program, and impactful author of Wiring the Winning Organization and The High Velocity Edge and landmark articles such as “Decoding the DNA of the Toyota Production System” and “Fixing Healthcare from the Inside, Today”. He’s worked with leaders across many verticals to bring ideas into actual practice including manufacturing and heavy industry, high tech, utilities, biotech and pharma, medical care and other social services. He’s been advisor the US Army’s Rapid Equipping Force, to a host of commands in the Navy including two CNOs and other senior leaders, the Disruptive Capabilities Office (nee Unmanned Task Force), and NAVSEA’s public shipyards, where he’s helping reduce durations on CNO availabilities.
Find out how predictive CX analytics can help your business: https://ocxcognition.com/
Follow us on LinkedIn: https://www.linkedin.com/company/ocxcognition/
Connect with Richard Owen on LinkedIn: linkedin.com/in/richard-owen-98ba3
