The CX Iconoclast podcast

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<div class="span index">1</div> <span><a class="" data-remote="true" data-type="html" href="/series/action-academy-replace-the-job-you-hate-with-a-life-you-love">Action Academy | Replace The Job You Hate With A Life You Love</a></span>

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Action Academy | Replace The Job You Hate With A Life You Love

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Ready to replace your 6-figure salary with real freedom? This is the podcast for high earners who feel stuck in jobs they’ve outgrown. If you’re asking, “How do I actually replace $10K–$20K/month so I can quit and never look back?” — welcome home. At Action Academy, we teach you how to buy small businesses and commercial real estate to create cash flow that actually replaces your job. Monday through Friday, you’ll learn from 7–9 figure entrepreneurs, real estate moguls, and acquisition pros who’ve done it — and show you how to do it too. Hosted by Brian Luebben (@brianluebben), who quit his 6-figure sales role in 2022 to build a global business while traveling the world. If you're a high-income earner ready to become a high-impact entrepreneur, this show is your playbook. Subscribe now and start your path to freedom — or keep pretending your job will get better someday....

The CX Iconoclast

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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

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The CX Iconoclast

updated vor 13 Tagen

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50 Episoden

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The CX Iconoclast

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

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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 into technology companies. They address the persistent revenue struggles of telecom operators despite increasing data consumption, the role of AI in network optimization and customer experience, and the competitive pressures from China and US tech giants. Marc highlights AI-driven efficiency improvements in telcos, from predictive maintenance to hyper-personalized customer interactions, while Harry reflects on the sector’s identity crisis—caught between innovation and commoditization. The conversation ends with predictions for the next five years, emphasizing AI-powered services, private 5G networks for B2B, and the telcos’ need for strategic partnerships to remain relevant. Harry Baldock is the Editor at Total Telecom, writing daily news stories and feature articles on a broad randge of topics within the telecoms industry. He is also an experienced interviewer, having interviewed numerous executives from throughout the industry, including the CEO of Three and the UK Minister for Digital Infrastructure. Prior to his telecommunications role, Harry was an Editorial Assistant for the European Medical Journal. Marc Anné has held a variety of executive global leadership positions in business development, M&A implementation, and customer experience leadership, mainly in the B2B telecommunications and software industries, notably at Orange Business, Equant, and SITA. He has been a judge for the World Communications Awards for a number of years. He is passionate about the subject and has extensive expertise in designing, orchestrating, implementing, and progress monitoring of global transformational programs to a variety of B2B and B2C telecommunications companies. 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…

The CX Iconoclast

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

vor 5 weeks27:33

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. Surveys, once the backbone of customer experience (CX) programs, are increasingly unreliable due to response bias and their inability to provide real-time, comprehensive insights. Instead, Owen and Curry advocate for a new approach—leveraging AI and operational data to create “generative CX analytics” that provide a more accurate, always-on view of customer sentiment and behavior. They emphasize that the shift isn’t about replacing NPS outright but transforming how CX programs function. Traditional survey-driven programs are losing credibility with executives, who see them as delivering little actionable value. AI-driven analytics, which integrate survey insights with broader customer data, offer a path forward by providing predictive, real-time intelligence. Owen and Curry predict that companies that embrace this transformation will gain a competitive edge, while those clinging to outdated NPS programs risk irrelevance. The key takeaway: it’s not about whether NPS is dead—it’s about whether your CX program is keeping up with the future. 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…

The CX Iconoclast

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

vor 7 weeks33:56

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 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…

The CX Iconoclast

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

vor 9 weeks24:23

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 key differentiator. He later joined Satmetrix as CEO, where he and his team were top contributors to worldwide adoption of the Net Promoter Score (NPS) methodology, helping companies shift from product-centric to more customer-centric business models. Richard emphasizes the importance of leadership commitment to NPS, treating it as a core business metric rather than just a survey tool. He highlights the need for robust diagnostics to understand the "why" behind NPS scores and integrate them into business processes for actionable insights. The discussion also covers the challenges of linking CX metrics to financial outcomes, stressing the importance of data quality and clear economic connections. Looking ahead, Richard discusses the transformative potential of AI in CX, enabling real-time customer behavior predictions and hyper-personalization. He also reflects on lessons from the pandemic, noting the accelerated digital transformation and the increased value placed on customer experiences. Finally, Richard shares insights on B2B CX, the importance of Promoters, and OCX Cognition’s focus on predictive and prescriptive analytics to drive better customer outcomes. This conversation offers valuable insights for CX leaders who want to get in front of their competitors in the quickly-evolving world of customer experience, retention, and growth. Mauricio Duarte, is the Latin America CEO of OPINAT, a Spanish company that has been helping companies implement NPS and the Net Promoter System for over 15 years. He is a well-known international speaker and consultant in Customer Experience (CX), organizational transformation and business growth. He has worked with companies from various industries, helping them grow through strategies focused on customer loyalty, and winning by differentiating experience from the competition. 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…

The CX Iconoclast

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

vor 9 weeks36:27

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 personalization. He emphasizes that while AI can enhance contact center operations and hyper-personalize digital experiences, it must be used thoughtfully to avoid alienating customers who still value human interaction. Richard critiques traditional NPS surveys, pointing out their flaws, such as low response rates and bias toward Promoters. He explains how AI can predict customer behavior with high accuracy, eliminating the need for frequent surveys and providing real-time insights. By training AI models with operational data, companies can identify root causes of customer dissatisfaction and improve their CX strategies and actions. The conversation shifts to lessons from the pandemic, where digital transformation became essential. Richard notes how industries like banking rapidly adopted digital tools, and customers of all ages (surprisingly) embraced digital experiences. He also discusses the increased value placed on experiences post-pandemic, as people sought to reconnect with the world after lockdowns. In the B2B space, Richard highlights the challenges of traditional CX measurement and the potential of predictive analytics to address issues like contract-based forced loyalty and account-level insights. He stresses the importance of combining human judgment with data-driven insights to improve customer relationships and operational efficiency. Finally, Richard shares advice on leveraging Promoters, emphasizing the need to understand why they are loyal, market to them effectively, and mobilize them for advocacy. He concludes by discussing OCX Cognition’s focus on predictive and prescriptive analytics, aiming to turn customer insights into actionable strategies for better CX outcomes. Mauricio and Richard’s great discussion offers a forward-looking perspective on the future of CX, driven by AI and data-driven innovation. Mauricio Duarte, is the Latin America CEO of OPINAT, a Spanish company that has been helping companies implement NPS and the Net Promoter System for over 15 years. He is a well-known international speaker and consultant in Customer Experience (CX), organizational transformation and business growth. He has worked with companies from various industries, helping them grow through strategies focused on customer loyalty, and winning by differentiating experience from the competition. 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…

The CX Iconoclast

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

vor 11 weeks36:35

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 brand’s unique strengths that competitors haven’t been able to replicate. With the new CEO aiming to return to the company’s roots, there’s optimism for Starbucks to reclaim its position in the market. The discussion emphasizes the vital role employees play in creating memorable customer experiences. Once renowned for treating employees well, Starbucks has seen unionization efforts arise as a sign of declining satisfaction. The speakers stress that investing in employees is essential to reviving the human connections that define Starbucks’ brand. Finally, they tackle the role of AI in business, warning against over-automation. While AI can optimize operations and augment employee abilities, misapplying technology risks stripping away the human touch that makes Starbucks unique. The key lesson? Authenticity, employee experience, and strategic technology use are critical for businesses aiming to create lasting customer loyalty and meaningful experiences. Joseph Pine is an internationally acclaimed author, speaker, and management advisor. He co-authored the groundbreaking book The Experience Economy with James H. Gilmore, which introduced the idea that businesses should engage customers through memorable experiences rather than just providing goods and services. Pine's work has significantly influenced how companies approach customer engagement and value creation. He is a co-founder of Strategic Horizons LLP, a thinking studio dedicated to helping businesses conceive and design innovative experiences. Pine is also a frequent keynote speaker and has written several other influential books on mass customization and customer experiences. Dr. Louis-Etienne Dubois is an Associate Professor of creative industries management at Toronto Metropolitan University’s School of Creative Industries. He holds a Ph.D. (Management) and a M.Sc. (Organizational Development) from HEC Montreal, as well as a Doctorate from MINES ParisTech. His research activities focus on business models and innovative management practices in creative organizations. Over the years, Dr. Dubois has also consulted with a range of organizations in advertising, arts and culture, video games, sports and entertainment, and aerospace, as well as delivered executive education training. 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…

The CX Iconoclast

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

vor 17 weeks8:11

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 customer journeys. Chris Bishop (Conga): Explains how embedding customer success into every role drives growth and celebrates customer-focused achievements. Chris Adlard (Author of The Customer Catalyst): Discusses his C-Change diagnostic tool, enabling organizations to assess and implement customer-centric strategies. From rethinking banking services to fostering company-wide customer obsession, this episode is packed with actionable insights to inspire your business transformation. Watch now and take the first step toward putting your customers at the center of your strategy! 👉 Don’t forget to like, comment, and subscribe for more insights on CX innovation and transformation. 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…

The CX Iconoclast

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

vor 17 weeks7:30

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 reactive problem-solving to proactive growth. Sean Albertson (Call center expert and author of 4ROCKS) : Discusses leveraging AI to preemptively identify and resolve customer issues, improving both satisfaction and efficiency. Das Naryandas (Harvard Business School) : Highlights the importance of ethical considerations and blending human expertise with AI. Joe Pinto (Pure Storage) : Explains how AI serves as a "copilot," augmenting human decision-making to create personalized, richer customer experiences. With insights from academia, enterprise leaders, and technology innovators, this episode highlights the potential of AI to revolutionize customer experience. Watch now to see how your business can harness AI for customer-centric growth! Don’t forget to like, comment, and subscribe for more thought leadership on CX innovation. 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…

The CX Iconoclast

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Best of 2024: Operational Resilience and Flexibility 6:29

vor 17 weeks6:29

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 complex challenges. From balancing risk and agility to leveraging supply chains as competitive assets, this 'best of' episode highlights the transformative power of operational innovation. - Chris Gopal highlights the shift from selling products to delivering integrated customer-centric services, drawing insights from top players like Amazon and Walmart. - Kevin O'Meara describes the strategic evolution of supply chains—investing in technology, scenario planning, and balancing agility with cost control for long-term success. Don't miss this great recap from the CX Iconoclast podcast! Get in touch to learn how OCX Cognition's predictive CX analytics can future-proof your operations: 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…

The CX Iconoclast

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

vor 17 weeks4:48

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. In this 'Best of' episode of The CX Iconoclast, Richard Owen highlights great insights from two leading voices in customer experience innovation: Joe Pinto of Pure Storage and Sean Albertson, author of 4ROCKS. They explain how cutting-edge technology and automation are reshaping the CX landscape, enabling businesses to deliver seamless, proactive, and customer-focused solutions. From Pure Storage's evergreen approach that minimizes disruptions and maximizes value, to the critical importance of simplifying customer interactions in a mobile-first world, this video suggests practical strategies for driving CX excellence through technology. Watch to learn how these advancements can position your business to anticipate customer needs and consistently exceed expectations. 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…

The CX Iconoclast

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

vor 17 weeks7:23

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 immediate sale. What makes long-term customer relationships so crucial in the B2B space? In this highlight from the CX Iconoclast podcast series, Richard Owen speaks with Das Narayandas of Harvard Business School about the profound impact of managing strategic accounts effectively over the long term. Discover the benefits and challenges of serving large customers, the role of strategy in shaping your business trajectory, and how customer selection impacts your future capabilities. Das offers unique insights from his research and decades of experience, providing actionable advice for companies navigating the complexities of long-term customer value. Don’t forget to like, subscribe, and share for more transformative insights from the CX Iconoclast! 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…

The CX Iconoclast

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

vor 25 weeks36:42

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 scale, resulting in wasted resources. Hartman agrees and points out that while most companies are investing in AI to "keep the lights on," few are focusing on truly innovative projects that could provide a competitive edge. The conversation touches on the disproportionate attention given to large language models like ChatGPT, which may overshadow more practical AI applications, such as embedding AI in physical assets like wind turbines and HVAC systems. Hartman emphasizes that enterprise leaders face a tightrope walk between experimenting with AI and over-investing in unproven technology. While it’s essential to explore AI's potential, leaders must avoid waiting too long, as late adopters risk falling behind competitors. The key, according to Hartman, is finding a balance between innovation and practicality, ensuring that AI investments are thoughtful and focused on long-term value. Both speakers recognize the fast pace of AI development, driven by major tech players like Microsoft, Google, and Oracle, and agree that this wave of innovation presents both unique opportunities and significant risks for businesses. ----- As President of Enterprise Solutions at Praxis AI, Amir drives market adoption and scales AI solutions for Praxis AI customers. He also leads AI strategy research with senior leaders at Dasteel Consulting, Experience Alliance and Fidere.ai. Previously, Amir was Managing Director of Customer Success at Oracle, enhancing digital strategies for cloud investments. Before Oracle, he co-founded Mainstay Company, improving sales and customer success for top tech firms. Earlier, Amir was a founding member at Cisco’s Internet Business Solutions Group, developing strategies for top customers. Amir is passionate about building high-performance teams and fostering innovation. He is a keynote speaker and author of bestselling books “Net Ready,” “Competing for Customers,” and the upcoming “AI Ready”(2024). Amir has taught at Berkeley’s Haas School of Business and Harvard Business School. 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…

The CX Iconoclast

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

vor 27 weeks37:07

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 more data-driven, scientific approach could help address these inconsistencies. Internally, pharmaceutical companies must ensure a strong corporate culture to support a better external customer experience. Barland used the "IKEA effect" as a metaphor, suggesting that when customers are actively involved in complex healthcare processes—just like when they are assembling furniture—they become more invested in the outcomes. This was particularly relevant in the context of cellular therapies, where the precision required is immense, especially in cultures like Japan, where expectations for flawless execution are high. Barland’s experience leading teams in Japan revealed the importance of framing healthcare challenges as collective efforts, fostering deeper customer engagement The conversation also touched on the economic and societal implications of an aging population. While older adults often become viewed as a financial burden on healthcare systems, Barland suggested that we need to rethink their potential contributions to the workforce. Shifting cultural attitudes, particularly in countries like France, where early retirement is deeply ingrained, is crucial for enabling older adults to remain economically active. Innovations in healthcare are exploding, with AI playing a significant role in accelerating progress. The COVID-19 pandemic highlighted the power of collaboration and transparency in driving vaccine development, showing the potential for similar approaches in the future. Both Owen and Barland expressed optimism about the future of healthcare, noting that the combination of technology and trust could lead to even greater advancements in improving quality of life, especially for aging populations. Jean-Christophe Barland is a seasoned executive with over two decades of international experience in the pharmaceutical industry. Most recently, he served as the President and CEO of Bristol-Myers Squibb K.K. in Japan, where he played a pivotal role in the company’s strategic transformation and integration with Celgene. Known for his visionary leadership and commitment to innovation, Jean-Christophe has been instrumental in advancing immuno-oncology research and fostering industry-academia collaborations. His tenure at Bristol-Myers Squibb was marked by significant contributions to the company’s growth and its mission to develop life-saving therapies. 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…

The CX Iconoclast

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

vor 29 weeks32:49

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 digital initiatives, driving both revenue growth and cost efficiency. One fascinating takeaway is the discovery that hybrid customers—those who engage both online and offline—generate the highest revenue, sparking a concerted effort to transition more offline customers to digital platforms, and vice-versa. The discussion highlights the real challenge: transforming the organizational mindset to fully embrace digital tools and data-driven decision-making. As Claassens outlines the company’s vision for a future where service-oriented and data-rich product offerings redefine the paint industry, listeners will gain valuable perspectives on navigating their own digital journeys. This podcast is a must for anyone interested in how traditional industries can successfully adapt to the digital age and unlock new growth opportunities! Michel Claassens is the Global Head of Digital at AkzoNobel, a leading global paints and coatings company. With a strong background in digital transformation and marketing, Michel has been instrumental in driving AkzoNobel’s digital initiatives and strategies Before joining AkzoNobel, Michel held significant roles at Signify (formerly Philips Lighting), where he served as Vice President of Digital Marketing and E-commerce. His expertise in digital solutions and e-commerce has been pivotal in enhancing the company’s online presence and customer engagement. At AkzoNobel, Michel leads the Global Digital Center of Excellence, managing projects that intersect technology and business impact. He has played a key role in harmonizing the company’s MarTech landscape and driving its global digital and e-commerce strategy. Michel’s work is characterized by a deep understanding of both the technological and business aspects of digital transformation, making him a valuable asset to AkzoNobel and a leader in the field of digital marketing. 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…

The CX Iconoclast

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

vor 31 weeks34:39

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 but profoundly impactful uses of AI in engineering, product development, and back-office automation. Bob shares real-world examples from industries like pharmaceuticals and chemicals, where AI is being used to discover new molecules and drive innovation, highlighting the quiet yet transformative power of AI in these sectors. The discussion also touches on the trend of "AI washing," where everyday products are labeled as AI-enabled for marketing purposes, often without any real technological innovation. Despite this, Bob remains optimistic about the future of AI in business, noting that while challenges exist, the potential benefits are significant for companies that implement AI correctly. He underscores the importance of learning from early adopters, avoiding common pitfalls, and applying best practices to ensure successful AI integration. The episode concludes with practical insights for businesses looking to harness AI's power effectively, making it a must-listen for anyone interested in the future of AI in the enterprise. --------- Dr. Robert G. Cooper is ISBM Distinguished Research Fellow at Pennsylvania State University’s Smeal College of Business Administration, Professor Emeritus at McMaster University’s DeGroote School of Business (Canada), and a Crawford Fellow of the Product Development and Management Association (PDMA). Bob is the creator of the popular Stage-Gate® process model, now the most popular idea-to-launch NPD process globally (for physical product firms). He also developed Stage-Gate-TD for internal technology projects, and co-developed the Agile-Stage-Gate process. In terms of project selection models, Cooper developed the original NewProd™ scoring model and the Value-Based Model for NPD projects. More recently Bob has been heavily engaged in research in to the field of AI adoption for NPD by firms in the USA and Germany, and its impact on NPD performance. He has published seven articles on AI in NPD in peer-reviewed journals in 2023-2024. Over his career, Bob has published 12 books – including the “bible for NPD”, Winning at New Products , and more than 160 articles on the management of new products, most in refereed journals. He is noted as being the #2 cited Marketing Professor globally, after Dr. Phil Kotler, by Resarch.com. He has won the IRI’s (Innovation Research Interchange) prestigious Maurice Holland Award three times for “best article of the year”. Bob has also helped hundreds of firms over the years implement best practices in product innovation, including companies such as 3M, BASF, Bosche, Danfoss, Dow Chem, DuPont, ExxonMobil, Glaxo-Smith-Kleine, Guinness, HP, ITT Industries, LEGO, and P&G. Cooper holds Bachelor and Master’s degrees in Chemical Engineering from McGill University in Canada; and a PhD in Business and an MBA from Western University, Canada. Website: www.bobcooper.ca 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…

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The CX Iconoclast

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Podcasts, die es wert sind, gehört zu werden

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TERRO Ant Killer Bait Stations T300B - Liquid Bait to Eliminate Ants - 12 Count Stations for Effective Indoor Ant Control

The Let Them Theory: A Life-Changing Tool That Millions of People Can't Stop Talking About

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The Let Them Theory: A Life-Changing Tool That Millions of People Can't Stop Talking About

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