The CX Iconoclast OCX Cognition

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