Knowledge Base
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...
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...
For decades, executives have relied on KPIs as dashboards of business health. Yet too often, these metrics reflect the past instead of shaping the future. In this episode of The CX Iconoclast podca...
In a recent episode in the CX Iconoclast podcast, Richard Owen and Mauricio Duarte discuss how predictive analytics is reshaping B2B customer experience. Their conversation highlights the same shif...
In a recent episode of The CX Iconoclast podcast, Richard Owen and Brian Curry asked the blunt question: is NPS dead? Their answer—no, but it’s on life support. The discussion reflects a broader th...
In a recent episode of The CX Iconoclast podcast, Richard Owen interviewed Bruce Temkin about leadership in an AI-driven world. Temkin introduced the idea of humanity at scale—a framework for ensuring...
In a recent episode of the CX Iconoclast (From Cost-Cutting to Customer Growth: A Smarter AI Strategy) , Richard Owen sat down with McKinsey partner Tey Bannerman to explore how AI is reshaping ent...
