Hosted by OCX Cognition · 🇺🇸 US · EN-US · 61 episodes
Established thought leaders with verified media credentials.
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.
OCX Cognition hosts The CX Iconoclast, a business show with 61 episodes published.
In this episode of The CX Iconoclast , Richard Owen hosts Bill Staikos, a CX and EX leader with more than 20 years of experience helping organizations move beyond dashboards and into delivering tangible business outcomes
In this episode of The CX Iconoclast, Richard Owen sits down with Joe MacLeod – author, speaker, and self-proclaimed “Head of Endineering” – to explore one of the most overlooked parts of customer experience: the ending.
In this episode of the CX Iconoclast podcast, Richard Owen speaks with Tey Bannerman, a McKinsey partner focused on deploying AI in large enterprises to improve customer retention and growth. Bannerman emphasizes that AI
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 met
What happens when leading-edge academic research meets real-world customer dynamics? In this episode, OCX Cognition CEO Richard Owen welcomes Chris Forman, Professor of Strategy, Innovation, and Technology at Cornell’s D
In this episode of CX Iconoclast, OCX Cognition CEO Richard Owen sits down with Murli Buluswar, Head of Analytics at Citi’s U.S. Personal Bank, to explore how AI is reshaping customer insight and experience at enterprise
In this episode of CX Iconoclast, Richard Owen sits down with Dean Eckles, MIT professor and former Facebook data scientist, to explore the real-world dynamics of misinformation—and what actually works to stop it. Eckles
In this CX Iconoclast episode, Richard Owen speaks with Bruce Temkin, a pioneering figure in customer experience, about his new initiative: Humanity at Scale. Temkin explains that despite decades of progress in CX and EX
If you have never heard of the Department of Disruptive Capabilities, this is the place to be! In this episode, OCX Cognition CEO Richard Owen sits down with MIT Senior Lecturer and renowned efficiency expert Steve Spear
In this episode of CX Iconoclast, Richard Owen sits down with Professor Moira Clark, Director of the Henley Centre for Customer Management at Henley Business School. Moira brings sharp insight from two decades of researc
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 c
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
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
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, inc
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 adve
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 custome
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
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 relationship
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 automatio
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
Bill Staikos
Be Customer Led
1 appearance on this show
Joe Macleod
author, speaker, and self-proclaimed “Head of Endineering” · UXP Classic
1 appearance on this show
Bruce Temkin
Global Head of Qualtrics XM Institute · Qualtrics
1 appearance on this show
Steve Spear
senior MIT lecturer, senior fellow at the Institute for Healthcare Improvement, senior advisor at the Boston Consulting Group, founder and co-creator of See to Solve · See to Solve LLC
1 appearance on this show
Joe Pine
Author, Founder of Strategic Horizons, LLP
1 appearance on this show
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The CX Iconoclast is hosted by OCX Cognition. The show is categorised under business (management) and has published 61 episodes.
The CX Iconoclast has published 61 episodes.
The CX Iconoclast regularly covers business, management. It sits in the business category, with a management focus.
The CX Iconoclast is accessible for guests with genuine business expertise. A personalised, episode-aware pitch will still outperform a generic one every time.
The CX Iconoclast hasn't explicitly signalled guest openness in recent episodes. That doesn't rule out pitching. your hook just needs to be especially compelling and relevant to their recent content.
Episodes of The CX Iconoclast average 31 minutes. a focused format where a clear narrative arc and tight preparation matter most.
Our data rates The CX Iconoclast's guest bar at 80/100 (Premium tier). Established thought leaders with verified media credentials. Sign in to PitchCentric to see how your own Pod Score compares against this show.
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