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The CX Iconoclast

Author: OCX Cognition

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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
31 Episodes
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In this episode hosted by Richard Owen, Stanford professor Erik Brynjolfsson, an economist and a contributing author to the recent HAI report on the current state of AI on the planet, discusses the impact of AI on productivity. He highlights the rapid technological advances in AI and the significant productivity gains observed in various sectors. Erik emphasizes the importance of focusing on proven use cases and creating business value rather than getting distracted by the hype around AI.Erik...
Join Richard Owen as he delves into a dynamic discussion with Simon Paris, the visionary CEO of Finastra, a leading force in global enterprise software solutions tailored for the financial sector. Here’s a summary of their engaging conversation: Empowering Banking EvolutionFinastra, a powerhouse in enterprise software, caters primarily to banks and related entities worldwide. With a robust suite covering lending, payments, treasury, capital markets, and retail and digital banking, they s...
In this episode of the CX Iconoclast, Richard Owen hosts Kevin O’Meara, a supply chain expert and head of business transformation at Shaw Industries. After discussing Kevin’s transition from military to commercial life, the conversation moves to supply chain logistics, where Kevin underscores its evolution from a cost-cutting focus to a competitive weapon for companies. He attributes this shift to technological advancements in inventory management and transportation management post-2000,...
In this episode of the CX Iconoclast Podcast, host Richard Owen welcomes guest Chris Gopal, a renowned global supply chain expert. Chris shares his insights on the challenges faced by companies in managing their supply chains and how AI and analytics can enhance predictability and mitigate risk.Chris Gopal’s extensive experience in supply chain management includes leading the corporate transformation of Dell’s manufacturing logistics in the 1990s and holding key positions at Ernst & Young...
In this podcast, Joe Wheeler, Richard Owen, and Maurice FitzGerald discuss the evolution of customer experience. Wheeler, author of ‘The Digital-First Customer Experience’, highlights how AI and machine learning drive growth and scalability in companies like Spotify and Lemonade. The trio explores the economic implications of AI in businesses, balancing cost reduction and job creation, and the importance of understanding customer segments.They discuss real-world examples like Budweiser and Ca...
Is customer success indeed dead? That’s just one of the questions answered during this discussion. (Spoiler alert: it may well be dying at your company.) Join host Richard Owen and Chris Adlard, co-author of ‘The Customer Catalyst’, as they delve into the essence of customer transformation. Chris introduces us to the ‘C-change diagnostic’, a tool that companies can use to evaluate their CX progress and receive extensive suggestions on the next actions each major function should take. Chris em...
In this podcast featuring Sean Albertson, a call center expert and author of '4ROCKS', host Richard Owen explores the dynamics of customer experience and business challenges. Sean's four metaphorical rocks—Sedimentary, Metamorphic, Igneous, and Meteoric—symbolize layers of complexity, organizational changes, unexpected events, and external factors affecting customer struggles. The discussion unfolds as Sean emphasizes the need for action based on the results of research results, moving b...
Das Narayandas is the Edsel Bryant Ford Professor of Business Administration at the Harvard Business School. In this engaging podcast hosted by Richard Owen, Das reflects on their early connection and dives into decades of B2B client relationship expertise. Das shares insights from his groundbreaking marketing dissertation, emphasizing the nuances of long-term supplier-customer dynamics. The conversation seamlessly transitions to the critical aspects of customer selection, service, and the ev...
In this insightful podcast with host Richard Owen, Joe Pinto reflects on his years at Cisco and the transition to his role as Chief Customer Experience Officer at Pure Storage. Moving from Cisco to Pure, Joe notes the significant size difference and praises Pure's CEO for championing Customer Success. Managing the challenge of maintaining high NPS during rapid growth, Joe highlights Pure's achievements in handling escalations efficiently and the seamless, "hitless" upgrade process. Customers ...
CX Iconoclasts are people who break with tradition by bringing new ideas and new ways of doing things to our attention. These short extracts from the full discussions cover some great sales and marketing views on the future of customer experience strategies and tactics in the digital age. Richard Owen’s four guests in this short video are:Bill Binch - Former sales & marketing leader at Marketo and at Pendo, now an advisor at VC company Battery Ventures.Richard Watts - 33-year veteran of P...
CX Iconoclasts are people who break with tradition by bringing new ideas and new ways of doing things to our attention. These short extracts from the full discussions set out some fascinating marketing-centric views on the future of customer experience strategies and tactics. Richard Owen’s three guests in this video are the famous marketing cartoonist Tom Fishburne, marketing veteran Andy Lark, and Breeze Airways CMO Angela Vargo. The first extract is from Richard's discussion with Tom Fishb...
CX Iconoclasts are people who break with tradition by bringing new ideas and new ways of doing things to our attention. Join us in this captivating episode as we delve into the remarkable journey of Chris Bishop, Chief Customer Officer at Conga, a trailblazer in revenue lifecycle management software. From Advocacy to Data Science Mastery: Conga's EvolutionChris unfolds his five-year odyssey at Conga, illuminating the transformation of the Chief Customer Officer role. Discover how he shif...
CX Iconoclasts are people who break with tradition by bringing new ideas and new ways of doing things to our attention. Where better to find such thinking than from major thought leaders and academics, who do not have to live with the restrictions imposed by quarterly business targets and results. These short extracts from the full discussions set out some fascinating views on the future of customer experience strategies and tactics. Richard Owen’s seven guests in this video are Peter Fader (...
2023 was a great year for our CX Iconoclast podcast Richard Owen interviewed many business leaders, and we have picked out some highlights in these short videos. You will get interesting and entertaining advice in these clips from Mark Templeton (Citrix), David Tudehope (Macquarie Telecom), Tom Monahan (CEB), and Steve Byrne (Travel Counsellors). Richard is of course a CX industry veteran and nevertheless felt he learned a lot from these discussions. You can of course find the full versions o...
Today, we sit down with Joe Wheeler, the author of the insightful book “The Digital First Customer Experience.” We dive deep into the design strategies used by top brands like NIKE, Amazon, and Starbucks, and how these strategies have evolved to meet the demands of an increasingly digital marketplace.Highlights:Insights from “The Digital First Customer Experience”:1. Discussion about the book and its revelations on customer experience strategies.2. Joe Wheeler shares his inspiration for writi...
Today's conversation explores several key themes, including the intensely personal nature of B2B relationships, the impact of generative AI on the buying process, and the many changing roles in today's corporate landscape.Richard Owen, Liam Fahey and Ralph Oliva delve into the evolving nature of B2B marketing within various industries, particularly those facing competition from innovative startups. It examines how risk-averse cultures can hinder growth and how some firms are investing heavily...
Have you ever experienced something like “marketing funnel vision?” Been trapped in a “sub-silo?” Feared a case of “data-blindness?” What a relief to laugh at the challenges of business, which is what cartoonist Tom Fishburne helps us do. Tom Fishburne took an unconventional career path, which might be true of all cartoonists. He started cartooning as a child and continued through his time at Harvard Business School, where his cartoons were featured in the student newspaper. But for many...
Why do only software companies and drug dealers call their customers “users”? Has “CX washing” diluted to overall impact of CX in the business world? Why do so many acquisitions fail to consider the customer experience? And could OCX Cognition really be in pursuit of the “holy grail” of CX? Just a few of the questions our guest, former Citrix CEO Mark Templeton, discusses in this episode.Everybody’s career begins somewhere, but even so, you might be a little surprised to learn that Mark Templ...
Our guest Steve Byrne would almost certainly not have a business to run if it weren’t for the differential power of the customer experience. He’s the CEO of Travel Counsellors, a company that works hard to live by its own rules and to do right by every person involved in its value chain – customers, employees, and partners. Steve had a lot to say about how he approaches these interconnected obligations, and about how the business is thriving despite what could be considered countervaili...
Our guests today are business partners and academic collaborators: Peter Fader and Daniel McCarthy. Their entrepreneurial and academic pursuits are intertwined in interesting ways. On the entrepreneurial side, they co-founded a predictive analytics firm, called Zodiac, that they sold to Nike in 2018, and now they are co-founders and directors of Theta, a predictive customer value analytics company. Theta’s work draws heavily on customer lifetime value, along with an output of Peter and D...
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