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 KPI Revolution: Turning Data into Decisions Using AI - With Michael Schrage of MIT
What if your KPIs could talk back—and guide your business forward? In this episode, Richard Owen and Brian Curry of OCX Cognition, and MIT’s Michael Schrage explore how AI is transforming not just customer experience metrics, but the very nature of leadership and organizational capability. They suggest why so many companies stick with legacy KPIs despite major shifts in tech, and how conversational AI and “chat-modified” metrics are helping innovative leaders turn passive data into proactive guidance. Schrage introduces the revolutionary idea of building digital twins of your KPIs—giving organizations a GPS for where they are and where they should go next.
Michael, Brian and Richard make a critical distinction between insights and actionable insights, cover the cultural silos that hold companies back, and explain how AI-enabled measurement can drive faster decisions, and customer-led growth. With real-world examples and global perspective, Schrage challenges leaders to move beyond dashboards to dynamic dialogue with their data. Whether you're leading a digital transformation or just beginning to explore AI, this episode offers a compelling roadmap for turning metrics into momentum.
Michael Schrage is a research fellow at the MIT Sloan School of Management's Initiative on the Digital Economy and a visiting fellow at Imperial College London’s Innovation & Entrepreneurship program. His work focuses on the intersection of innovation, AI, and digital transformation, particularly how organizations use experimentation, modeling, and analytics to drive business growth. Schrage has advised Fortune 500 companies, startups, and government agencies on innovation strategy and has authored several influential books, including Who Do You Want Your Customers to Become? and The Innovator’s Hypothesis. His insights on AI, behavioral economics, and digital experimentation make him a leading voice in business and technology
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
