Buenas Obras | Joel Maceiras by ICONOتوسط ICONO

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…

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 personali…

El Dios que Consuela | Joel Maceiras by ICONOتوسط ICONO

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 bra…

La Trampa De Los Celos | Joel Maceiras by ICONOتوسط ICONO

Soltar El Pasado | Joel Maceiras by ICONOتوسط ICONO

Qué Hacemos Cuando No Sabemos Qué Hacer | Lidia Martín by ICONOتوسط ICONO

El Arte de Invertir Seguro y a Largo Plazo | Joel Maceiras by ICONOتوسط ICONO

Todo Es Vanidad | Joel Maceiras by ICONOتوسط ICONO

Los Tres Reyes Magos | Joel Maceiras by ICONOتوسط ICONO

Dale Gracias A Dios | Joel Maceiras by ICONOتوسط ICONO

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 cus…

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. I…

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…

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 immed…

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 com…

La Luz Vino Al Mundo | Joel Maceiras by ICONOتوسط ICONO

Adviento 5: Amar, Servir, Adorar | Lidia Martín by ICONOتوسط ICONO

Adviento 4: Identifícalo | Joel Maceiras by ICONOتوسط ICONO

Adviento 3: Asiéntalo | Joel Maceiras by ICONOتوسط ICONO

Adviento 2: Recordad, Repetid, Imitad | Joel Maceiras by ICONOتوسط ICONO

Adviento 1: Multiplícalo | Joel Maceiras by ICONOتوسط ICONO

Ganar (4): Con Paciencia | Joel Maceiras by ICONOتوسط ICONO

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 …

Ganar (3): En La Debilidad | Samuel Fernández by ICONOتوسط ICONO

Ganar (2): Viviendo despacio | Lidia Martín by ICONOتوسط ICONO

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 mor…

Ganar (1): Al Revés Y A Largo Plazo | Joel Maceiras by ICONOتوسط ICONO

Seguir Luchando La Buena Batalla | Joel Maceiras by ICONOتوسط ICONO

MISIO DEI - La Misión De Dios - Apéndice: Una Misión Global | Lidia Martín by ICONOتوسط ICONO

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 d…

MISIO DEI - La Misión De Dios - Sentido De Santidad | Joel Maceiras by ICONOتوسط ICONO

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 bu…

MISIO DEI - La Misión De Dios - Sentido de Comunidad | Joel Maceiras by ICONOتوسط ICONO

MISIO DEI - La Misión De Dios - Sentido de Sacrificio | Joel Maceiras by ICONOتوسط ICONO

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 …

MISIO DEI - La Misión De Dios - Sentido de Urgencia | Joel Maceiras by ICONOتوسط ICONO

Salmo 46 - Conoced Que Yo Soy Dios | Joel Maceiras by ICONOتوسط ICONO

Salmo 7: Enemigos, Ira, Juicio | Joel Maceiras by ICONOتوسط ICONO

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 i…

Salmo 37: Apártate Del Mal Y Haz El Bien | Joel Maceiras by ICONOتوسط ICONO

Salmo 96: Cantar Y Adorar La Belleza De Dios | Joel Maceiras by ICONOتوسط ICONO

In this episode, Richard Owen sits down with Don Peppers, a global authority on marketing and business competition, to discuss 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 …

Salmo 40: Una Nueva Canción | David Bea by ICONOتوسط ICONO

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…

Salmo 2: Mi Confianza Está En Cristo | Joel Maceiras by ICONOتوسط ICONO

Salmo 1: Meditación Cristiana | Joel Maceiras by ICONOتوسط ICONO

Domingo De Visión: Dios De Lo Imposible | Joel Maceiras by ICONOتوسط ICONO

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. E…