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

The CX Iconoclast

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Unlocking Your Hidden Genius: How to Harness Your Innate Talents with Betsy Wills & Alex Ellison | Ep. 289 32:08

22 gün önce32:08

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32:08

Did you know there’s an actual science to uncovering your hidden genius? It’s not about filling out a “dream job” worksheet—it’s about understanding how your brain is wired, identifying your natural aptitudes, and using them to thrive. This isn’t just a self-discovery exercise. It’s a game-changer for your career, your relationships, and how you show up in the world. Betsy Wills and Alex Ellison are redefining how we approach career discovery, proving that finding the right path isn’t just about landing a job—it’s about creating a life that aligns with who you actually are. ✅ Betsy Wills – Cofounder of YouScience, a groundbreaking psychometric assessment platform reshaping how we understand our talents. She’s also the Director of Marketing & Branding at Diversified Trust and a frequent lecturer at Vanderbilt University and NYU’s Stern School of Business. ✅ Alex Ellison – Founder of Throughline Guidance, a global college and career counseling practice. She’s a sought-after writer, speaker, and expert in college readiness and career development. ✅ Together, they co-authored Your Hidden Genius: The Science-Backed Strategy to Uncovering and Harnessing Your Innate Talents. Discovering your hidden genius isn’t just about career success—it’s about tapping into what makes you, you . Connect with Betsy & Alex: Website (Free Downloads): www.yourhiddengenius.com Book: https://www.harpercollins.com/products/your-hidden-genius-elizabeth-m-willsalexandra-ellison Related Podcast Episodes: How To Be You, But Better with Olga Khazan | 288 Finding Purpose Through Human Design with Emma Dunwoody | 228 195 / Finding (And Using) Your Voice with Amy Green Smith Share the Love: If you found this episode insightful, please share it with a friend, tag us on social media, and leave a review on your favorite podcast platform! 🔗 Subscribe & Review: Apple Podcasts | Spotify | Amazon Music…

14 weeks önce 7:30

MP3•Bölüm sayfası

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

49 bölüm

#MBA #Business #OCX Cognition

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

The CX Iconoclast

published 14 weeks önce

Paylaş

MP3•Bölüm sayfası

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.

49 bölüm

#MBA #Business #OCX Cognition

Tüm bölümler

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

10 gün önce27:33

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…

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

23 gün önce33:56

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…

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

5 weeks önce24:23

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…

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

5 weeks önce36:27

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…

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

7 weeks önce36:35

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…

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

14 weeks önce8:11

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…

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

14 weeks önce7:30

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…

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Best of 2024: Operational Resilience and Flexibility 6:29

14 weeks önce6:29

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…

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

14 weeks önce4:48

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…

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

14 weeks önce7:23

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…

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

21 weeks önce36:42

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…

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

23 weeks önce37:07

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…

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

25 weeks önce32:49

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…

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

27 weeks önce34:39

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

29 weeks önce35:09

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 impact of digital technology, the shift in consumer preferences, and the role of AI in creating transformative experiences. It also explores the challenges and opportunities for companies in embracing the experience philosophy and the importance of customer co-creation. Here are some of the main points they cover. The Experience Economy has evolved significantly over the past 25 years, with the rise of digital technology and the shift in consumer preferences towards meaningful and transformative experiences. They note how the recent pandemic accelerated the digital trend. AI plays a crucial role in the design and customization of experiences, but companies must be cautious not to dehumanize their offerings and instead focus on augmenting human skills and abilities. Effective leadership is crucial in leveraging technology to augment rather than automate human roles, ensuring that the transformation drives value creation rather than mere cost reduction. Experiences are not confined to premium markets. Joe illustrates that consumers across all income levels seek valuable experiences, tailored to their specific economic circumstances. Customer co-creation is essential for creating value and engaging the most valuable customers, allowing them to participate in the creation of products and experiences. Joe uses his new collaborative book-writing process as a great example of co-creation. Richard highlights that even in commodity markets, innovation in customer experience can differentiate a brand and create profit opportunities. He shares how Pine’s concept of the experience economy has influenced his career, emphasizing the importance of viewing products as experiences to unlock new value. Join Richard and Joe as they explore these themes and consider how businesses can strategically harness the power of experiences to thrive in today's economy. About Joe Pine: Joseph Pine is an internationally acclaimed author, speaker, and management advisor known for his pioneering work on the experience economy. 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. 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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