2024 was a great year for the CX Iconoclast, thanks to the amazing guests we were able to host. It may be no surprise to you that one of the topics that came up repeatedly was the value of long term customer relationships. Long term CLV and customer retention are now vital metrics in B2B success, focusing on relationship management beyond the immediate sale. What makes long-term customer relationships so crucial in the B2B space? In this highlight from the CX Iconoclast podcast series, Richar...

What happened to Starbucks’ "third place" magic? With Joe Pine and Louis-Etienne Dubois

If you’re exhausted by traditional approaches to CX, impatient with the stunning lack of progress in the field, and done re-hashing the “best practices” that don’t change anything, you’ve found your podcast. Here’s what we know: Companies gain competitive advantage through exceptional customer experience, and customer insights are the best decision-making tool there is. But traditional CX approaches have run their course and it’s time for the next revolution in CX. Tune in every two weeks as Richard Owen, co-founder of OCX Cognition, hosts conversations and interviews with business leaders, academics, and thinkers whose ideas can guide the CX profession to think in new ways about what success looks like. Most of them aren’t CX professionals, but all of them have something to teach us about CX. We’ll take a clear-eyed look at the problems that have hampered the discipline and explore the compelling ideas behind a re-engineering CX for a modern world. Come disgruntled, leave inspired. Find us at www.ocxcognition.com