Best OCX Cognition Podcasts (2025)

1
What Global CEOs Need to Know About CX in Latin America - With Felipe Bayón and Mauricio Duarte 34:53

1d ago34:53

34:53

In this episode, Richard Owen is joined by Felipe Bayón, newly-appointed CEO of GeoPark and former CEO of Ecopetrol, as well as Mauricio Duarte, a leading CX strategist in Latin America, to explore the evolving role of customer experience in the region. Felipe shares firsthand insights into navigating uncertainty, resilience, and digital transforma…

1
The Future of Telcos in an AI-driven World - With Harry Baldock and Marc Anné 40:42

15d ago40:42

40:42

Richard Owen hosts a conversation on the future of the telecommunications industry with Marc Anné, Chair of the World Communication Awards judging panel, and Harry Baldock, Editor of Total Telecom. The discussion covers key industry trends, including the rise of 5G, the growing dominance of hyperscalers, and the challenge of telcos transforming int…

1
NPS Isn't Dead, But It’s on Life Support: The Future of B2B Customer Experience 27:33

1M ago27:33

27:33

In this podcast, Richard Owen and Brian Curry tackle the provocative question, “Is NPS dead?” While acknowledging the clickbait nature of the question, they argue that the traditional Net Promoter Score (NPS) program has become outdated—not because the metric itself is useless, but because the way companies implement it has failed to evolve. Survey…

1
Marketing, AI, and the Power of Focus: Insights with Simon Lyons 33:56

2M ago33:56

33:56

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 opportun…

1
The Future of CX: AI, NPS, and the Power of Data - with Richard Owen and Mauricio Duarte 24:23

2M ago24:23

24:23

In this first of a series of two podcasts, Mauricio Duarte, CEO of Opinat, interviews Richard Owen, CEO of OCX Cognition, about the evolution of customer experience (CX) and the future of AI as a way of improving customer retention and growth. Richard shares his own CX journey, starting at Dell Computer, where he recognized customer experience as a…

1
B2B CX Reimagined: Predictive Analytics and Account-Level Insights - with Richard Owen and Mauricio Duarte 36:27

2M ago36:27

36:27

In the second podcast of this two-part series, Mauricio Duarte and Richard Owen go deeper into the transformative role of AI in customer experience (CX). Richard highlights AI as a generational shift, resembling the advent of the internet in its ability to transform our work, and discusses its potential to revolutionize CX measurement and personali…

1
What happened to Starbucks’ "third place" magic? With Joe Pine and Louis-Etienne Dubois 36:35

3M ago36:35

36:35

In this episode, Richard Owen speaks with Joe Pine and Dr. Louis-Etienne Dubois about Starbucks’ journey of rediscovering its core identity as a "third place" — a welcoming environment between work and home. They explore how Starbucks' focus on retail efficiency and loss of employee-customer connection led to its decline, while highlighting the bra…

1
Best of 2024: Customer-Centric Transformation | Highlights from the CX Iconoclast Podcast 8:11

4M ago8:11

8:11

In this special 8-minute episode, Richard Owen, CEO of OCX Cognition, shares highlights from 2024's CX Iconoclast podcast series, showcasing how top companies are embracing customer-centric transformation to drive retention and loyalty. Featured Guests: Simon Paris (Finastra): Explores how open finance shifts focus from products to personalized cus…

1
Best of 2024: AI and Predictive Analytics | Highlights from the CX Iconoclast Podcast 7:30

4M ago7:30

7:30

In this 7-minute highlight reel, Richard Owen, CEO of OCX Cognition, explores how AI and predictive analytics are transforming B2B customer experience by providing actionable insights, improving operational efficiency, and personalizing customer engagement. Featured Guests: Chris Bishop (Conga): Shares how predictive analytics moves businesses from…

1
Best of 2024: Operational Resilience and Flexibility 6:29

4M ago6:29

6:29

2024 was a great year for the CX iconoclast due to the amazing guests we had. In this recap, we look at the topic of operational resilience and flexibility, especially in supply chains. Discover how leading experts Chris Gopal and Kevin O'Meara are reshaping supply chain strategies to prioritize resilience and flexibility in response to today's com…

1
Best of 2024 – Technology-driven CX enhancements 4:48

4M ago4:48

4:48

2024 was a great year for the CX Iconoclast, thanks to the amazing guests we had. One of the topics that came up was the nature of technology-driven CX enhancements. As you might imagine, technology, especially automation and AI driven support tools, has enabled companies to offer streamlined, consistent, and highly proactive customer experience. I…

1
Best of 2024 – The Value of Long-Term Customer Relationships - With Das Narayandas 7:23

4M ago7:23

7:23

2024 was a great year for the CX Iconoclast, thanks to the amazing guests we were able to host. It may be no surprise to you that one of the topics that came up repeatedly was the value of long term customer relationships. Long term CLV and customer retention are now vital metrics in B2B success, focusing on relationship management beyond the immed…

1
Beyond the Buzz: Making AI Work for Your Business – With Amir Hartman 36:42

6M ago36:42

36:42

Richard Owen and Amir Hartman explore the challenges companies face in adopting AI, particularly the high failure rates of AI projects. Owen compares the current AI landscape to previous technological waves, where early excitement led companies to invest in sandbox projects with little return. These projects are often ill-conceived or difficult to …

1
Revolutionizing Healthcare: Aging, AI, and the Future of Medicine – With Jean-Christophe Barland 37:07

6M ago37:07

37:07

Richard Owen and Jean-Christophe Barland discussed the complexities facing the pharmaceutical industry, particularly in relation to healthcare delivery and the aging population. Barland emphasized the diversity among physicians in terms of their engagement with new technologies and their competence, which can lead to varying patient outcomes. A mor…

1
Innovation in Action: AkzoNobel's Blueprint for Digital Success - With Michel Claassens 32:49

7M ago32:49

32:49

In the latest CX Iconoclast conversation, Michel Claassens and Richard Owen dive into AkzoNobel's journey of digital transformation, demonstrating how a traditional paint company is innovating and continuing to grow in a rapidly changing landscape. Claassens shares insights on how AkzoNobel strategically targets specific business units to harness d…

1
Beyond the Hype: The Real Impact of AI in Business - With Bob Cooper 34:39

7M ago34:39

34:39

In this episode of the CX Iconoclast podcast, host Richard sits down with Bob Cooper, a leading expert in AI and business strategy, to explore the true impact of AI across various industries. Bob and Richard note the contrast between the highly visible, consumer-facing AI applications, such as robo taxis and smart devices, and the less glamorous bu…

1
Joe Pine on the amazing evolution of The Experience Economy over the last 25 years 35:09

8M ago35:09

35:09

In this episode of the CX Iconoclast Podcast, Richard Owen hosts Joe Pine, thought leader, academic, and author of The Experience Economy and several other influential books including Mass Customization, Authenticity, and Infinite Possibility. The conversation with Joe Pine covers the evolution of The Experience Economy over the past 25 years, the …

1
A Customer-Centric Vision for Healthcare's Future with Eric Tagliere 38:08

9M ago38:08

38:08

In this episode, Richard Owen speaks with Eric Tagliere, Chief Technology Officer at Humana, about the challenges and opportunities present in the healthcare industry. They emphasize the importance of a customer-focused approach and the convergence of technology and consumer expectations, highlighting the potential for significant progress in the i…

1
Customer Lifetime Value and the Future of CX with Don Peppers 36:09

10M ago36:09

36:09

In this episode, Richard Owen sits down with Don Peppers, a global authority on marketing and business competition, to discuss the intricacies of customer behavior, customer-centric companies, and the evolving landscape of customer experience (CX). Don, renowned in the world of CRM for co-authoring the landmark book "The One to One Future," shares …

1
From NLP to LLMs: Insights in language understanding from Industry Leaders 32:40

10M ago32:40

32:40

This new edition of the CX Iconoclast podcast is a timely panel discussion on the evolution of language understanding. Richard Owen hosts three panelists: Brian Curry, Co-founder and Head of Engineering Customers at OCX Cognition; Maurice FitzGerald, Head of Content at OCX Cognition; and special guest Alyona Medelyan, CEO and co-founder of Thematic…

1
Stanford's Erik Brynjolfsson on the impact of accelerating advances in AI right now 35:40

11M ago35:40

35:40

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. E…

1
Simon Paris - A Visionary Approach to the Future of Banking 30:49

11M ago30:49

30:49

Join Richard Owen's 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 Evolution Finastra, a powerhouse in enterprise software, caters primarily to banks and related entities worldwi…

1
Kevin O'Meara of Shaw Industries on the urgent need to transform manufacturing and supply chains 33:41

12M ago33:41

33:41

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…

1
Chris Gopal on Breakthrough Supply Chains in complicated times 36:31

1y ago36:31

36:31

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 ma…

1
Joe Wheeler - Customer Experience in the Digital Age 34:50

1y ago34:50

34:50

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, bala…

1
Is Customer Success dead? - With Chris Adlard 33:10

1y ago33:10

33:10

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 discuss the essence of customer transformation. Chris introduces us to the ‘C-change diagnostic’, a tool that…

1
Sean Albertson - Four metaphorical rocks affecting customer flow 32:49

1y ago32:49

32:49

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 …

1
Deep Thought from HBS Deep Thinker Das Narayandas 38:36

1y ago38:36

38:36

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 …

1
Clear thinking from Joe Pinto, Chief Customer Experience Officer at Pure Storage 30:11

1y ago30:11

30:11

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 …

1
The best CX Iconoclast advice from three marketing thought leaders in 2023 6:49

1y ago6:49

6:49

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 cartoo…

1
The best CX Iconoclast advice from another four sales and marketing leaders in 2023 10:16

1y ago10:16

10:16

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 Bin…

1
Unveiling the Conga Way with Chris Bishop, Chief Customer Officer 29:51

1+ y ago29:51

29:51

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 explore 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 Evol…

1
Best CX Iconoclast advice from four business leaders in 2023 13:16

1+ y ago13:16

13:16

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). R…

1
Best CX Iconoclast advice from seven top thought leaders in 2023 12:17

1+ y ago12:17

12:17

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 …

1
Joe Wheeler - Digital First, People Second? 33:03

1+ y ago33:03

33:03

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 Cu…

1
Ralph Oliva & Liam Fahey - How B2B Marketing Gets Intensely Personal 36:06

1+ y ago36:06

36:06

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, particularl…

1
Tom Fishburne - Humor as Tool for Reflection and Change in Business 33:29

2y ago33:29

33:29

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…

1
Mark Templeton – “CX Washing,” Culture, and the Holy Grail of Customer Experience 34:53

2y ago34:53

34:53

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 M…

1
Steve Byrne – Linking Innovation to Purpose and Strategy 35:53

2y ago35:53

35:53

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 a…

1
Peter Fader and Daniel McCarthy – Customer Value, Disclosable Metrics, and Data to Guide Change 50:43

2y ago50:43

50:43

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 Th…

1
Bill Binch – Sales Success, Data-Driven Insights, and Ideal Customers 37:10

2y ago37:10

37:10

When the customer experience is poor, should the sales team take the blame for failing to consider the long-term health of customer relationships? Not so fast, says our guest Bill Binch, a sales leader at some of the tech industries fast-growing companies. It’s a bit more complicated than that, and if you’re a leader whose role include ensuring tha…

1
David Tudehope – Customers as the Best Guide for Innovation and Change 35:31

2y ago35:31

35:31

In any successful industry, leaders must answer an existential question: How do you evolve and adapt as the world around you changes? Our guest David Tudehope, CEO of Australia’s Macquarie Telecom Group, looks to customers to as the ultimate guide. In doing so, he takes a very unusual approach in an industry known for its poor customer experience. …

1
Michael Schrage – Delivering on the Value of What You Measure 34:10

2y ago34:10

34:10

How do you know you’re getting value from your investments in innovation? Our guest Michael Schrage got that same urgent question from his students and clients: In response, he’s become laser focused on measurement, and his thinking has deep applicability to CX. Michael is a researcher at MIT’s Media Lab and a Visiting Fellow in the Imperial Colleg…

1
Paul Marsden – Technology, Customers, and Core Human Needs 34:20

2y ago34:20

34:20

What on earth makes your customers tick? That’s easy, according to our guest Paul Marsden, because it’s the same for everyone. And CX leaders would do well to keep the three core needs of fellow humans. Paul Marsden, CPsycol, is a consumer psychologist who helps businesses understand consumers. The conversation in this episode covered a lot of grou…

1
Richard Watts – CX as a Common Language for Boards, Leaders, and Employees 34:05

2y ago34:05

34:05

Does your company mourn the loss of customers as much as it celebrates their acquisition? It should, and it should back up that grief with resources to stop a repeat, says our guest Richard Watts. Richard Watts serves on several boards, including the board of Farmers Insurance, where he’s on the audit committee. It’s a sensible follow-on to his 33 …

1
Martin White – Navigating the Push and Pull of B2B CX 36:05

2y ago36:05

36:05

Feeling threatened by an upstart competitor -- or the looming possibility of one? Don't fight back using the same CX practices that got you where you are, urges our guest Martin White. Before he founded his consulting firm Blackwood86, Martin White was CMO at MS Amlin, and before that he held executive and leadership roles in the financial services…

1
Angela Vargo - Transparency and Information as the Key to CX 29:54

2y ago29:54

29:54

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 …

1
Andy Lark - The “Broken Premise” of Customer Love 33:59

2+ y ago33:59

33:59

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 …

1
Tom Monahan – Customer Experience as a Means, Not an End 40:45

2+ y ago40:45

40:45

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 Gartn…

1
Erik Brynjolfsson - The Power of Data-Driven Strategy 37:02

2+ y ago37:02

37:02

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…

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