OCX Cognition founder Richard Owen hosts Simon Lyons in this latest conversion. Simon has had a long and varied career working in marketing, brand management, and strategic development across a variety of industries, including power generation, drinks, and even the Scottish Football Association. Richard and Simon discuss the challenges and opportunities in modern marketing, particularly as organizations shift from strategic principles to a heavy reliance on digital execution.
Simon suggests that many marketing teams focus on lead flow and performance metrics but lack the foundational skills to create long-term value. This misalignment often leads to inefficiencies, higher costs to serve, and lower retention when targeting poorly matched customers. He therefore emphasizes the importance of narrowing focus, deeply understanding target audiences, and realigning marketing philosophies across the organization. Additionally, while metrics like Net Promoter Score (NPS) remain a reliable measure of customer satisfaction, Simon says there is a growing need for more nuanced KPIs, particularly in pricing strategies and assessing new product success.
Simon notes that AI is revolutionizing marketing by automating tactical execution, generating tailored content, and optimizing campaign efficiency. However, he says this shift raises concerns about the loss of marketing intellectual property, as platforms like Meta increasingly own the insights that drive campaign success. This transition challenges marketers to redefine their roles, focusing on strategic direction and customer insights rather than tactical implementation. Leadership and teams must adapt quickly, addressing skill gaps and mindset shifts to stay competitive.
As a notable aside, Simon shared observations on the whiskey industry, noting its changing dynamics due to rising prices, long production cycles, and evolving consumer preferences, which echo broader themes of adapting to market shifts.
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
Popular Podcasts
Las Culturistas with Matt Rogers and Bowen Yang
Ding dong! Join your culture consultants, Matt Rogers and Bowen Yang, on an unforgettable journey into the beating heart of CULTURE. Alongside sizzling special guests, they GET INTO the hottest pop-culture moments of the day and the formative cultural experiences that turned them into Culturistas. Produced by the Big Money Players Network and iHeartRadio.
On Purpose with Jay Shetty
I’m Jay Shetty host of On Purpose the worlds #1 Mental Health podcast and I’m so grateful you found us. I started this podcast 5 years ago to invite you into conversations and workshops that are designed to help make you happier, healthier and more healed. I believe that when you (yes you) feel seen, heard and understood you’re able to deal with relationship struggles, work challenges and life’s ups and downs with more ease and grace. I interview experts, celebrities, thought leaders and athletes so that we can grow our mindset, build better habits and uncover a side of them we’ve never seen before. New episodes every Monday and Friday. Your support means the world to me and I don’t take it for granted — click the follow button and leave a review to help us spread the love with On Purpose. I can’t wait for you to listen to your first or 500th episode!
Dateline NBC
Current and classic episodes, featuring compelling true-crime mysteries, powerful documentaries and in-depth investigations. Follow now to get the latest episodes of Dateline NBC completely free, or subscribe to Dateline Premium for ad-free listening and exclusive bonus content: DatelinePremium.com