The CX Iconoclast

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

Episodes

February 6, 2023 29 min

Sometimes, it’s unexpectedly good news for all involved when technology limits the role of people play in the customer experience. But during times of unavoidable glitches in the customer experience, humans are critical, says our guest, Angela Vargo, VP of Marketing at Breeze Airways.

Breeze calls itself America’s newest and nicest airline. With a focus on leisure travel, Breeze offers affordable, nonstop flights to underserved rout...

Mark as Played

Should you be worried about loving your customers? Or working to make your customers love you? Our guest Andy Lark has a simple answer: No.

Andy Lark, a CMO and chief customer officer several times over, thinks critically and creatively about brand, customer experience, and the trends affecting business today. Today, Andy is CMO at Dubber, world's leading provider of cloud-based call recording and voice AI, but he’s had executiv...

Mark as Played

Will AI put CX leaders out of work? Nope, but it should prompt a fundamental reimagining of the discipline, says our guest Erik Brynjolfsson. What’s at stake? “The companies within each industry that are using digital assets effectively are pulling away from their competitors,” he explains.

 Erik is a professor at Stanford as well as a Senior Fellow at the Stanford Institute for Human-Centered AI, the Director of the Stanford Digita...

Mark as Played

Most companies today don’t have any tangible value, points out our guest Tom Monahan. It’s all concentrated in relationships with customers and the experiences companies provide. 

Tom Monahan led CEB for decades, developing a compelling suite of research, benchmarks, and decision-support tools and services and eventually selling the company to Gartner. His work at CEB included the development of the Customer Effort Score, at the tim...

Mark as Played

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 ...

Mark as Played

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