Knowledge Base
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...
In this episode ofThe CX Iconoclast,, Richard Owen interviews Bill Staikos, a veteran CX and EX leader who has spent over twenty years helping organizations evolve beyond dashboards and into mea...
Introduction: The HCCM Regatta Conference
At the HCCM Regatta Conference hosted by Henley Business School, OCX Cognition CEO Richard Owen — co-creator of the Net Promoter Score (NPS) and founder o...
Customer journey maps are tidy. Awareness → Purchase → Loyalty. Boxes, arrows, and confidence. But real customers zigzag, stall, backtrack, ghost midstream, then reappear with new demands. Treating...
In most organizations, the customer journey is treated as a linear path that ends when the customer leaves. Joe McLeod, author and founder of Ends, challenges that idea. In his recent discussion on...
When we ask CX and RevOps leaders which is harder—becoming customer-centric or building AI fluency—the answer increasingly tilts toward AI.
Both are tough. But while customer-centricity requires ...
Before taking the Customer AI Masterclass, Thomas Whitaker, Senior CX Manager at Iron Mountain, was already deep in customer experience research. Yet, like many CX leaders, his data efforts stopped...
When asked to describe the Customer AI Masterclass in one word, Björn Kälin, Managing Partner at morethentic ltd and former Global Head of Customer Insight at Holcim, didn’t hesitate: “Unavoidable....
