For years, CX teams have focused on collecting, visualizing, and reporting customer data. Dashboards became the standard interface for understanding performance. But as data volumes grew, a critica...

For years, dashboards have been the default way CX teams share data. They summarize performance, visualize trends, and standardize reporting. But as customer data volumes have exploded, dashboards ...

January 2026 is the moment when Customer AI stops being interesting and starts being expected.

That’s the core reason to act now.

Let me explain this the way we would in class.

1. 2026 Is When Boar...

In one of 2025's top episodes on the CX Iconoclast, Richard Owen speaks with Professor Moira Clark, Director of the Henley Centre for Customer Management at Henley Business School, about what truly...

As part of our Best of 2025 CX Iconoclast series, we revisit one of the year’s standout episodes: Richard Owen’s conversation with longtime analytics and AI leader Murli Buluswar.

Murli explains h...

In a recent episode on the CX Iconoclast podcast, Richard Owen spoke with Dean Eckles — MIT professor and former Meta researcher — about how people engage with misinformation, how social correction...

In one of our Best of 2025 CX Iconoclast episodes here, Stanford’s Erik Brynjolfsson joined our host Richard Owen to explain how today’s AI advances are translating into real productivity gains—and...

In November 2025, OCX Cognition, in partnership with Ajua, hosted the first Customer AI Masterclass Live in Nairobi, Kenya — bringing predictive customer intelligence to one of the world’s fastest-...

At Unit4’s global AI Learning Festival, more than 2,400 employees came together to explore how artificial intelligence is reshaping the way we work. Among the featured speakers was Richard Owen, co...

Rethinking the Role of Metrics

 In a recent episode of The CX Iconoclast, Richard Owen speaks with MIT’s Michael Schrage about how artificial intelligence is transforming KPIs from static score...