Best OCX Cognition Podcasts (2024)

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

6h ago30:49

30:49

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 an…

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

7h ago33:41

33:41

In this episode of the CX Iconoclast, Richard Owen hosts Kevin O’Meara, a supply chain expert and head of business transformation at Shaw Industries. After discussing Kevin’s transition from military to commercial life, the conversation moves to supply chain logistics, where Kevin underscores its evolution from a cost-cutting focus to a competitive…

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

26d ago36:31

36:31

In this episode of the CX Iconoclast Podcast, host Richard Owen welcomes guest Chris Gopal, a renowned global supply chain expert. Chris shares his insights on the challenges faced by companies in managing their supply chains and how AI and analytics can enhance predictability and mitigate risk. Chris Gopal’s extensive experience in supply chain ma…

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

2M ago34:50

34:50

In this podcast, Joe Wheeler, Richard Owen, and Maurice FitzGerald discuss the evolution of customer experience. Wheeler, author of ‘The Digital-First Customer Experience’, highlights how AI and machine learning drive growth and scalability in companies like Spotify and Lemonade. The trio explores the economic implications of AI in businesses, bala…

1
Is Customer Success dead? 33:10

2M ago33:10

33:10

Is customer success indeed dead? That’s just one of the questions answered during this discussion. (Spoiler alert: it may well be dying at your company.) Join host Richard Owen and Chris Adlard, co-author of ‘The Customer Catalyst’, as they delve into the essence of customer transformation. Chris introduces us to the ‘C-change diagnostic’, a tool t…

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

3M ago32:49

32:49

In this podcast featuring Sean Albertson, a call center expert and author of '4ROCKS', host Richard Owen explores the dynamics of customer experience and business challenges. Sean's four metaphorical rocks—Sedimentary, Metamorphic, Igneous, and Meteoric—symbolize layers of complexity, organizational changes, unexpected events, and external factors …

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

3M ago38:36

38:36

Das Narayandas is the Edsel Bryant Ford Professor of Business Administration at the Harvard Business School. In this engaging podcast hosted by Richard Owen, Das reflects on their early connection and dives into decades of B2B client relationship expertise. Das shares insights from his groundbreaking marketing dissertation, emphasizing the nuances …

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

4M ago30:11

30:11

In this insightful podcast with host Richard Owen, Joe Pinto reflects on his years at Cisco and the transition to his role as Chief Customer Experience Officer at Pure Storage. Moving from Cisco to Pure, Joe notes the significant size difference and praises Pure's CEO for championing Customer Success. Managing the challenge of maintaining high NPS …

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

4M ago6:49

6:49

CX Iconoclasts are people who break with tradition by bringing new ideas and new ways of doing things to our attention. These short extracts from the full discussions set out some fascinating marketing-centric views on the future of customer experience strategies and tactics. Richard Owen’s three guests in this video are the famous marketing cartoo…

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

4M ago10:16

10:16

CX Iconoclasts are people who break with tradition by bringing new ideas and new ways of doing things to our attention. These short extracts from the full discussions cover some great sales and marketing views on the future of customer experience strategies and tactics in the digital age. Richard Owen’s four guests in this short video are: Bill Bin…

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

4M ago29:51

29:51

CX Iconoclasts are people who break with tradition by bringing new ideas and new ways of doing things to our attention. Join us in this captivating episode as we 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 E…

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

5M ago13:16

13:16

2023 was a great year for our CX Iconoclast podcast Richard Owen interviewed many business leaders, and we have picked out some highlights in these short videos. You will get interesting and entertaining advice in these clips from Mark Templeton (Citrix), David Tudehope (Macquarie Telecom), Tom Monahan (CEB), and Steve Byrne (Travel Counsellors). R…

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

5M ago12:17

12:17

CX Iconoclasts are people who break with tradition by bringing new ideas and new ways of doing things to our attention. Where better to find such thinking than from major thought leaders and academics, who do not have to live with the restrictions imposed by quarterly business targets and results. These short extracts from the full discussions set …

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

7M ago33:03

33:03

Today, we sit down with Joe Wheeler, the author of the insightful book “The Digital First Customer Experience.” We dive deep into the design strategies used by top brands like NIKE, Amazon, and Starbucks, and how these strategies have evolved to meet the demands of an increasingly digital marketplace. Highlights: Insights from “The Digital First Cu…

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

8M ago36:06

36:06

Today's conversation explores several key themes, including the intensely personal nature of B2B relationships, the impact of generative AI on the buying process, and the many changing roles in today's corporate landscape. Richard Owen, Liam Fahey and Ralph Oliva delve into the evolving nature of B2B marketing within various industries, particularl…

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

11M ago33:29

33:29

Have you ever experienced something like “marketing funnel vision?” Been trapped in a “sub-silo?” Feared a case of “data-blindness?” What a relief to laugh at the challenges of business, which is what cartoonist Tom Fishburne helps us do. Tom Fishburne took an unconventional career path, which might be true of all cartoonists. He started cartooning…

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

12M ago34:53

34:53

Why do only software companies and drug dealers call their customers “users”? Has “CX washing” diluted to overall impact of CX in the business world? Why do so many acquisitions fail to consider the customer experience? And could OCX Cognition really be in pursuit of the “holy grail” of CX? Just a few of the questions our guest, former Citrix CEO M…

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

12M ago35:53

35:53

Our guest Steve Byrne would almost certainly not have a business to run if it weren’t for the differential power of the customer experience. He’s the CEO of Travel Counsellors, a company that works hard to live by its own rules and to do right by every person involved in its value chain – customers, employees, and partners. Steve had a lot to say a…

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

1y ago50:43

50:43

Our guests today are business partners and academic collaborators: Peter Fader and Daniel McCarthy. Their entrepreneurial and academic pursuits are intertwined in interesting ways. On the entrepreneurial side, they co-founded a predictive analytics firm, called Zodiac, that they sold to Nike in 2018, and now they are co-founders and directors of Th…

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

1y ago37:10

37:10

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

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

1y ago35:31

35:31

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

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

1y ago34:10

34:10

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

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

1y ago34:20

34:20

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

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

1y ago34:05

34:05

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

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

1+ y ago36:05

36:05

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

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

1+ y ago29:54

29:54

Sometimes, it’s unexpectedly good news for all involved when technology limits the role of people play in the customer experience. But during times of unavoidable glitches in the customer experience, humans are critical, says our guest, Angela Vargo, VP of Marketing at Breeze Airways. Breeze calls itself America’s newest and nicest airline. With a …

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

1+ y ago33:59

33:59

Should you be worried about loving your customers? Or working to make your customers love you? Our guest Andy Lark has a simple answer: No. Andy Lark, a CMO and chief customer officer several times over, thinks critically and creatively about brand, customer experience, and the trends affecting business today. Today, Andy is CMO at Dubber, world's …

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

1+ y ago40:45

40:45

Most companies today don’t have any tangible value, points out our guest Tom Monahan. It’s all concentrated in relationships with customers and the experiences companies provide. Tom Monahan led CEB for decades, developing a compelling suite of research, benchmarks, and decision-support tools and services and eventually selling the company to Gartn…

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

1+ y ago37:02

37:02

Will AI put CX leaders out of work? Nope, but it should prompt a fundamental reimagining of the discipline, says our guest Erik Brynjolfsson. What’s at stake? “The companies within each industry that are using digital assets effectively are pulling away from their competitors,” he explains. Erik is a professor at Stanford as well as a Senior Fellow…

1
The CX Iconoclast - A podcast for the discontented 1:23

1+ y ago1:23

1:23

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…

Podcasts Worth a Listen

OCX Cognition Podcasts

Podcasts Worth a Listen

1
The CX Iconoclast

OCX Cognition

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

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

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

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

1
Is Customer Success dead? 33:10

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

1
The CX Iconoclast - A podcast for the discontented 1:23

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