Each Tuesday, Field Notes surfaces what we're seeing in the field: patterns from implementations, ideas worth stress-testing, and the occasional inconvenient truth about how Customer AI programs succeed or stall. No abstractions. Just the working knowledge that tends to matter.
Richard Owen
Co-creator of Net Promoter Score®. Founder of NPS® Certification, adopted by 6,000+ companies globally. CEO of OCX Cognition.
Maurice FitzGerald
Former VP Customer Experience, HP Software ($4B business). HP EMEA Leadership Team. Co-author, 4 books on CX strategy & NPS.
