What happens when leading-edge academic research meets real-world customer dynamics? In this episode, OCX Cognition CEO Richard Owen welcomes Chris Forman, Professor of Strategy, Innovation, and Technology at Cornell’s Dyson School, to discuss how technology adoption, data integration, and organizational readiness shape B2B outcomes. Together, they clarify the critical differences between collecting data and using it—and why even sophisticated firms often struggle to translate tech investment...

The KPI Revolution: Turning Data into Decisions Using AI - With Michael Schrage of MIT

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