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 lesson 3.10 of the Customer AI Masterclass, Brian Curry provides a pragmatic view on the realities of data assets and data engineering. He emphasizes that most organizations begin with fragmente...

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...