In this episode of the CX Iconoclast podcast, Richard Owen speaks with Tey Bannerman, a McKinsey partner focused on deploying AI in large enterprises to improve customer retention and growth. Bannerman emphasizes that AI should solve real human and business problems rather than just serve as a technological novelty. He critiques the reflexive use of AI for cost-cutting and job elimination, urging companies to instead prioritize long-term value creation and enhanced customer experience. He sha...

Designing Better Endings: Joe MacLeod on the Overlooked Side of Customer Experience

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