The CX Iconoclast

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 industry over the next five to ten years. Additionally, they explore the influence of external companies like Amazon on shaping consumer expectations in healthcare and discuss the potential for consumer-driven change to act as a catalyst for industry transformation. The interview also covered the impact of industry consolidation and market dynamics on the healthcare sector, the enduring impact of, the challenges of engaging and deploying the correct healthcare resources, as well as the impact of AI on the business. The conversation touched on the delicate balance between cost and service in healthcare, the need for high-quality data and effective governance in AI adoption, and the responsibility of preparing the next generation for leadership roles. 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

In this episode, Richard Owen sits down with Don Peppers, a global authority on marketing and business competition, to delve into 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 his invaluable insights on the challenges and opportunities facing CX professionals today. Here are some of the main points they discussed: Tune in to this episode to gain deep insights into the future of customer experience and learn practical strategies to align your business with long-term customer value. Don't miss out on the opportunity to hear from one of the pioneers of the CRM revolution, Don Peppers. 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

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. Alyona, originally from Ukraine, holds a PhD in Artificial Intelligence, making her even more highly qualified to discuss this quickly evolving area. Originally referred to as Text Analytics by business users and Natural Language Processing by researchers, this field completely changed with the rise of Generative AI. You’ll learn how we no longer need to rely on pre-canned taxonomies or time-consuming training, thanks to the nuanced understanding of Large Language Models (LLMs). Brian Curry breaks down the game-changing potential of LLMs in solving complex language problems and customizing models for unique business needs. Listen as the panel explores the transformative applications of LLMs, from enhanced chatbots to natural language data queries. Alyona Medelyan shares invaluable tips on choosing the right AI solution—hint: it's all about testing with real data right away! There’s a lot of buzz and noise on this topic in the field of Customer Experience right now, but very few people who actually have the expertese. So let’s hear what they have to say on this topic. 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

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. Erik emphasizes the importance of focusing on proven use cases and creating business value rather than getting distracted by the hype around AI. Erik and Richard move on to discuss the risks of underregulating and overregulating AI, with Erik noting that both mistakes will likely be made simultaneously. He also mentions the potential dangers of deep fakes, especially in the context of elections. The conversation then shifts to Workhelix, both as a company and a tool that Erik and his team developed to help companies systematically plan their AI strategies. Erik explains that Workhelix can analyze a company’s workforce and tasks, providing valuable insights for implementing AI. He expresses optimism about the future of AI and its potential to create shared prosperity. The interview concludes with Richard congratulating Erik on the launch of Workhelix and expressing hope for future discussions on the progress of AI. Erik thanks Richard for the engaging conversation and looks forward to future discussions. Erik is the Director of the Stanford Digital Economy Lab, a Professor at the Stanford Institute for Human-Centered AI, and a Research Associate at the National Bureau of Economic Research. Brynjolfsson is among the most cited researchers in information and economics and his work has been recognized with Ten Best Paper awards and five patents. 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

Join Richard Owen as he delves into a dynamic 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 worldwide. With a robust suite covering lending, payments, treasury, capital markets, and retail and digital banking, they serve clients across 130+ countries. Boasting an impressive workforce of 8,000 and nearing $2 billion in revenue, Finastra stands as a beacon of innovation in Europe's software landscape. Open Finance Unveiled Simon unveils the concept of open finance, urging a shift from product-centric to customer-centric financial services. Through an evocative anecdote, he champions the idea of unbundling banking services and reconstructing them around individual customer journeys, fostering a more personalized and impactful approach. Generative AI Revolution With palpable enthusiasm, Simon discusses the transformative potential of generative AI in financial services. From enterprise optimization to engineering marvels and enhanced customer experiences, he outlines a myriad of applications while acknowledging the looming specter of deep fakes and its implications. Financial Inclusion Imperative Simon underscores the importance of extending financial services to the unbanked and underbanked, viewing it as a cornerstone of open finance. By tackling poverty, fraud, violence, and tax evasion, he envisions a world where financial services unlock the potential of individuals, businesses, and communities worldwide. A Vision for Tomorrow's Finance In Simon's vision, the purpose of financial services transcends mere transactions, aiming to unleash the full potential of humanity. By embracing innovation, scalability, and security, he envisions a future where financial empowerment is synonymous with societal progress, creating a world where doing good and thriving go hand in hand. Simon Paris is Chief Executive Officer of Finastra and leads their strategic direction and growth, championing open finance and industry-wide collaboration. He chairs the World Trade Board, advocates for financial inclusion, and serves on the Board of Directors for Everbridge and Thomson Reuters. With over 25 years of global leadership experience, Simon joined Finastra in 2015, became CEO in 2018, and has been recognized as a top fintech CEO and advocate for diversity and inclusion 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

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 weapon for companies. He attributes this shift to technological advancements in inventory management and transportation management post-2000, spurred by the rise of e-commerce and direct-to-consumer shipping. Kevin emphasizes that modern businesses are exposed directly to end consumers, necessitating efficient supply chains. The conversation touches on balancing efficient balance sheets with customer delight amidst evolving product complexities due to the addition of software to many products that used to be hardware-only. COVID-19 is highlighted as a game-changer for globalized supply chains, introducing unprecedented disruptions and propelling scenario planning into prominence. Companies are now tasked with balancing risk mitigation costs against agility – the ability to swiftly adapt to unforeseen challenges. Richard probes into manufacturers’ slow adaptation to direct consumer engagement, historically buffered by channels. Kevin agrees but notes an ongoing change where consumers are increasingly discerning about product origins and manufacturers’ roles. Kevin suggests that manufacturers must adapt at the same pace or faster than consumer expectations. He believes personalization will be a key focus for all manufacturers and supply chains, structuring their capabilities to provide new experiences for each individual. The conversation shifts to business transformation at Shaw Industries. Kevin describes his role as taking a step back from daily operations to align with the company’s long-term strategic goals. He emphasizes the importance of optimizing business processes before digitizing them and eliminating outdated or unnecessary practices. Richard and Kevin conclude their discussion focusing on customer expectations post-COVID-19. They agree that the pandemic accelerated existing trends in consumer behavior, with companies like Amazon raising expectations around efficiency and delivery speed. The challenge for manufacturers and distributors is to meet and exceed these heightened expectations while balancing efficiency with personalized service. This insightful conversation provides valuable perspectives on the future of supply chain, manufacturing, and customer 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 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

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 management includes leading the corporate transformation of Dell’s manufacturing logistics in the 1990s and holding key positions at Ernst & Young Consulting, SAIC, Tata, and IBM. He is also the author of the book “Breakthrough Supply Chains” and currently teaches at the University of California, San Diego, and USC. The discussion delves into the impact of recent global events, such as the pandemic and geopolitical conflicts, on supply chains. Chris highlights the compression of what has historically been a hundred-year cycle into a five-year cycle. He emphasizes the importance of placing the customer at the forefront of supply chain design and execution. The conversation also explores the increasing significance of direct sales channels, even as customers have become accustomed to buying direct. Chris and Richard agree on how little has changed since the industrial revolution, suggesting that the core principles of supply chain management remain relevant. Chris further discusses the evolution of supply chains, noting three major inflection points: the financialization of the supply chain, the recognition of the supply chain as a network with the customer as a critical component, and the external factors that significantly impact the supply chain, such as risk and sustainability issues. The podcast concludes with a discussion on the changing face of manufacturing. Chris argues that manufacturers today sell more than just physical products; they also provide information and services across the customer lifecycle. This shift necessitates a new approach to cost, metrics, and priorities, with a focus on customer retention and segmentation. All in all, great insights for all companies that manufacture or distribute physical goods. 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

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, balancing cost reduction and job creation, and the importance of understanding customer segments. They discuss real-world examples like Budweiser and Cadillac to illustrate brand growth challenges and the importance of adapting to demographic shifts. Owen questions the relevance of surveys in a digital environment, suggesting that customer experience can be measured more effectively through digital behaviors. The conversation delves into customer lifetime value (CLV), exploring dynamic measures of engagement linked to spending behaviors. They discuss the role of engagement in the B2B SaaS industry, emphasizing that customers must derive tangible benefits from their interactions with brands. Wheeler shares his thoughts on personalized pricing in the digital world and how AI is revolutionizing this space. As they wrap up, the conversation turns to Joe’s involvement with Blue Movement, a venture leveraging AI to analyze ocean data. Tune into this podcast for a deep dive into customer experience, engagement metrics, personalized pricing models, and climate change initiatives. The dialogue emphasizes that technology should enhance customer experience, dictated by specific needs and 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

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 delve into the essence of customer transformation. Chris introduces us to the ‘C-change diagnostic’, a tool that companies can use to evaluate their CX progress and receive extensive suggestions on the next actions each major function should take. Chris emphasizes the need for a company-wide customer obsession, arguing that customers are today’s growth engine, especially in the SaaS industry. He adds to this by arguing that isolated individual teams focusing on customers cannot possibly succeed on their own. The conversation takes an intriguing turn as Chris and Richard dissect the nuanced difference between being profit-driven and genuinely customer-obsessed. They challenge businesses to transcend short-term gains and anchor their strategies on long-term customer loyalty – a pathway they argue is not just ethical but economically rewarding. They spotlight iconic founders like Michael Dell and Charles Schwab, who defied contemporary profit-driven models with their long-term customer focus. The discussion extends to companies like Workday that have metamorphosed from being merely customer-focused to becoming pinnacles of innovation in the SaaS space. Finally, they explore the role of ethics in business. Chris argues that greenwashing must be avoided and that it is far more ethical to give customers a great experience and get the company obsessed with the customer. They conclude by suggesting that the purpose of business is to create outstanding rewards for shareholders by creating outstanding results for customers. Tune into this podcast for an entertaining conversation exploring how businesses can rewire their operational DNA from feature obsession to prioritizing exceptional customer experiences. It’s more than a discussion; it’s an invitation into a world where business ethics aligns with shareholder value creation by prioritizing outstanding results for customers. Your perspective on business operation will not remain the same! 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

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 affecting customer struggles. The discussion unfolds as Sean emphasizes the need for action based on the results of research results, moving beyond measurement for its own sake. They then delve into the evolving landscape of communication channels, where the challenge lies in the potential disconnection between channels, leading to customer frustration. Sean then covers the details of the metaphorical rocks, each intended to simplify business challenges. Sedimentary rocks highlight silos and separation between teams, Metamorphic rocks address changes affecting customers, Igneous rocks deal with sudden major changes, and Meteoric rocks represent external factors like the impact of COVID-19. Richard and Sean explore the role of technology in addressing these challenges. They discuss the entrenchment of obsolete structures and the need to look beyond cost reduction, focusing on how technology can bring people together. Sean presents an insightful example of using technology to streamline customer interactions, emphasizing the power of analyzing existing data for better outcomes. The conversation touches on the human aspect in contact centers, emphasizing the need for people to handle fewer tasks to excel. Sean highlights the importance of providing choices for customers and shares examples of using data to anticipate and redirect customers who might otherwise find themselves on a bad support path. Don't miss this engaging podcast as Sean and Richard discuss the rocks causing the most problems in the stream of customer experience, drawing from real-world examples. Join them on a journey to uncover actionable insights and strategies for enhancing CX in an evolving business landscape. 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

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 of long-term supplier-customer dynamics. The conversation seamlessly transitions to the critical aspects of customer selection, service, and the evolving landscape of customer lifetime value (CLV). As the discussion unfolds, Das offers a unique perspective on strategy, advocating for its dynamic nature and continual alignment with the most attractive customer profiles. The dialogue delves into the realm of AI, with Das recounting his transformative journey during the pandemic, translating complex data science into practical business applications. Richard and Das explore the intricacies of human-machine interaction in predictive analytics, navigating biases with a "healthy skepticism" approach. The podcast touches on the challenges faced by boardrooms in adapting to data-driven decisions, expressing optimism that analytics will bridge the gap between sales and marketing. The conversation extends to organizational structures, proposing innovative approaches to team organization based on sales process operational stages. They uncover downstream effects of improper customer targeting, highlighting the growing trend of integrating support and customer success teams more strategically into the overall organization, rather than as an afterthought. As the podcast wraps up, Das provides a glimpse into the future of analytics, introducing the concept of "augmented intelligence" and sharing a compelling "Aha Moment" that underscores the power of predictive analytics in shaping business strategies. Tune in for an enlightening discussion that promises valuable insights for both seasoned professionals and those navigating the evolving landscape of customeranalytics and AI. 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

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 during rapid growth, Joe highlights Pure's achievements in handling escalations efficiently and the seamless, "hitless" upgrade process. Customers attest to Pure's low cost of ownership compared to competitors. Discussing the funding of training and education, Joe emphasizes the importance of separate budgets for technical courses, and their impact on rewards and promotions for customer-facing teams. As Joe puts it during the conversation: "We have to make sure that everyone who will be touching a customer is prepared for that moment." The podcast explores Pure's 'evergreen' product concept, designed for perpetual functionality, with AI-driven proactive customer outreach. Joe and Richard delve into the complexities of maintaining customer satisfaction as the company scales. Joe stresses the importance of simplicity, echoing Richard’s mention of a quote from Einstein about the three levels of intelligence: intelligent, genius, and simple. Regarding AI, Joe sees it as a tool to enhance engineers' capabilities rather than replacing customer-facing staff. A survey stat reveals 52% of IT buyers plan to invest in AI, emphasizing its role in enriching customer and employee experiences without significant headcount growth. Joe shares insights from his New York upbringing, acknowledging parental sacrifices for his success. The podcast concludes with a mutual agreement on the critical role of families in personal and professional achievements. Tune in for a compelling discussion on customer-centric strategies and the evolving landscape of technology in customer support. 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

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 cartoonist Tom Fishburne, marketing veteran Andy Lark, and Breeze Airways CMO Angela Vargo. The first extract is from Richard's discussion with Tom Fishburne, who is somewhat cynical about the traditional world of marketing, so it is fascinating to compare what he says with the modern and indeed iconoclastic views of Angela and Andy. You should be able to find the full versions of each of the three interviews wherever you get your podcasts. 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

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: These short clips will get you familiar with their ways of thinking and their desire to break with past practices. You should be able to find the full versions of each of the four interviews wherever you get your podcasts. 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

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 delve into 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 Evolution Chris unfolds his five-year odyssey at Conga, illuminating the transformation of the Chief Customer Officer role. Discover how he shifted the paradigm from traditional advocacy to leveraging data science, actively steering Conga towards unprecedented growth. Chris shares insights into the Conga Way, a unique approach emphasizing values like Achieving Together. Hear about the extraordinary efforts of a CX Champion, epitomizing the commitment to customer success, even interrupting a vacation to salvage a crucial account. Early Adopters of Customer AI: Navigating Success Amidst Change Uncover the secrets behind Conga's success as an early adopter of Customer AI. Chris recounts how this technology revolutionized support operations and then seamlessly integrated into various facets of the organization. Despite navigating a major merger during the onset of the pandemic, Conga's Customer AI continues to deliver exceptional results. You will learn how Customer AI harnesses operational data across all customer-touching IT systems at Conga. Chris shares how it predicts key metrics such as propensity to renew, NRR, and NPS, identifying operational factors driving positive and negative trends, and providing actionable strategies to enhance your financial performance and customer success. Tune in now to unlock the secrets of Conga's success and gain invaluable insights for your own journey! 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

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). Richard is of course a CX industry veteran and nevertheless felt he learned a lot from these discussions. You can of course find the full versions of each session wherever you get your podcasts. 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

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 out some fascinating views on the future of customer experience strategies and tactics. Richard Owen’s seven guests in this video are Peter Fader (Wharton) and Dan McCarthy (Emory), Erik Brynjolfsson (Stanford), Paul Marsden (Digital Wellbeing), Michael Schrage (M.I.T.), Liam Fahey (Leadership Forum L.L.C. and Ralph Oliva (Penn State). You should be able to find the full versions of each session wherever you get your podcasts. 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

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 Customer Experience”: 1. Discussion about the book and its revelations on customer experience strategies. 2. Joe Wheeler shares his inspiration for writing the book. Strategies of Leading Brands 1. An exploration of the design strategies from globally recognized brands. 2. How NIKE, Amazon, and Starbucks have set the bar for customer experience. The Evolution of Customer Experience 1. Reflecting on the transformation of customer engagement through digital innovation. 2. A look at the future of customer experience in the tech-driven world. Joe Wheeler’s Expertise 1. Joe discusses his time in executive roles at Bank of America and The Forum Corporation. 2, Insights into the corporate world's approach to customer experience. Don't miss the insights and experiences shared by Joe that could redefine how you think about customer engagement in the digital era. Enjoy the conversation and walk away with actionable strategies for your business. 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

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, particularly those facing competition from innovative startups. It examines how risk-averse cultures can hinder growth and how some firms are investing heavily in technology upgrades to remain competitive. Listeners gain valuable insights into the challenges and opportunities facing CX and B2B marketers in an ever-changing business environment. This conversation emphasizes the significance of cultivating purpose and culture within organizations while adapting to the rapidly evolving market dynamics. Connect with Ralph: https://www.linkedin.com/in/ralph-oliva-a805867/ Connect with Liam: https://www.linkedin.com/in/liam-fahey-executive-director-leadership-forum-author-educator-consultant/ 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 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 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

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 as a child and continued through his time at Harvard Business School, where his cartoons were featured in the student newspaper. But for many years he earned a living from more conventional jobs, working in marketing leadership roles at General Mills, Nestle, and Method before striking out on his own. Now, as founder and CEO of the Marketoonist, he finds humor in the business world – and turns it into marketing value for brands including Google, SAP, and LinkedIn, as well as many startups. The conversation in this episode takes a look at Tom’s career and explores the care he takes with humor. As a keen observer of the business world – a prerequisite for humorists of any stripe -- Tom has a lot to say about both trends and ongoing themes in business. Some points to listen for: If you’ve ever enjoyed a cartoon about business, you’ll enjoy this interview. Find out more about Tom and subscribe to his newsletter for a weekly cartoon: https://marketoonist.com/ LinkedIn: https://www.linkedin.com/in/tomfishburne/ 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