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....

What is Survey Fatigue? 

Survey fatigue occurs when customers become unresponsive or disengaged due to excessive survey requests. It undermines the quality of attitudinal data in traditional CX progr...

 What are Financial Metrics? 

Financial metrics in Customer AI refer to measures that tie customer actions to revenue and profitability. Examples include Customer Lifetime Value (CLV), Net Revenue R...