The CX Iconoclast

Richard Owen and Amir Hartman explore the challenges companies face in adopting AI, particularly the high failure rates of AI projects. Owen compares the current AI landscape to previous technological waves, where early excitement led companies to invest in sandbox projects with little return. These projects are often ill-conceived or difficult to scale, resulting in wasted resources. Hartman agrees and points out that while most companies are investing in AI to "keep the lights on," few are focusing on truly innovative projects that could provide a competitive edge. The conversation touches on the disproportionate attention given to large language models like ChatGPT, which may overshadow more practical AI applications, such as embedding AI in physical assets like wind turbines and HVAC systems. Hartman emphasizes that enterprise leaders face a tightrope walk between experimenting with AI and over-investing in unproven technology. While it’s essential to explore AI's potential, leaders must avoid waiting too long, as late adopters risk falling behind competitors. The key, according to Hartman, is finding a balance between innovation and practicality, ensuring that AI investments are thoughtful and focused on long-term value. Both speakers recognize the fast pace of AI development, driven by major tech players like Microsoft, Google, and Oracle, and agree that this wave of innovation presents both unique opportunities and significant risks for businesses.-----As President of Enterprise Solutions at Praxis AI, Amir drives market adoption and scales AI solutions for Praxis AI customers. He also leads AI strategy research with senior leaders at Dasteel Consulting, Experience Alliance and Fidere.ai. Previously, Amir was Managing Director of Customer Success at Oracle, enhancing digital strategies for cloud investments. Before Oracle, he co-founded Mainstay Company, improving sales and customer success for top tech firms. Earlier, Amir was a founding member at Cisco’s Internet Business Solutions Group, developing strategies for top customers.Amir is passionate about building high-performance teams and fostering innovation. He is a keynote speaker and author of bestselling books “Net Ready,” “Competing for Customers,” and the upcoming “AI Ready”(2024). Amir has taught at Berkeley’s Haas School of Business and Harvard Business School. Find out how predictive CX analytics can help your business: https://ocxcognition.com/Follow us on LinkedIn: https://www.linkedin.com/company/ocxcognition/ Connect with Richard Owen on LinkedIn: linkedin.com/in/richard-owen-98ba3

Richard Owen and Jean-Christophe Barland discussed the complexities facing the pharmaceutical industry, particularly in relation to healthcare delivery and the aging population. Barland emphasized the diversity among physicians in terms of their engagement with new technologies and their competence, which can lead to varying patient outcomes. A more data-driven, scientific approach could help address these inconsistencies. Internally, pharmaceutical companies must ensure a strong corporate culture to support a better external customer experience.Barland used the "IKEA effect" as a metaphor, suggesting that when customers are actively involved in complex healthcare processes—just like when they are assembling furniture—they become more invested in the outcomes. This was particularly relevant in the context of cellular therapies, where the precision required is immense, especially in cultures like Japan, where expectations for flawless execution are high. Barland’s experience leading teams in Japan revealed the importance of framing healthcare challenges as collective efforts, fostering deeper customer engagement The conversation also touched on the economic and societal implications of an aging population. While older adults often become viewed as a financial burden on healthcare systems, Barland suggested that we need to rethink their potential contributions to the workforce. Shifting cultural attitudes, particularly in countries like France, where early retirement is deeply ingrained, is crucial for enabling older adults to remain economically active. Innovations in healthcare are exploding, with AI playing a significant role in accelerating progress. The COVID-19 pandemic highlighted the power of collaboration and transparency in driving vaccine development, showing the potential for similar approaches in the future. Both Owen and Barland expressed optimism about the future of healthcare, noting that the combination of technology and trust could lead to even greater advancements in improving quality of life, especially for aging populations.Jean-Christophe Barland is a seasoned executive with over two decades of international experience in the pharmaceutical industry. Most recently, he served as the President and CEO of Bristol-Myers Squibb K.K. in Japan, where he played a pivotal role in the company’s strategic transformation and integration with Celgene. Known for his visionary leadership and commitment to innovation, Jean-Christophe has been instrumental in advancing immuno-oncology research and fostering industry-academia collaborations. His tenure at Bristol-Myers Squibb was marked by significant contributions to the company’s growth and its mission to develop life-saving therapies.Find out how predictive CX analytics can help your business: https://ocxcognition.com/Follow us on LinkedIn: https://www.linkedin.com/company/ocxcognition/ Connect with Richard Owen on LinkedIn: linkedin.com/in/richard-owen-98ba3

In the latest CX Iconoclast conversation, Michel Claassens and Richard Owen dive into AkzoNobel's journey of digital transformation, demonstrating how a traditional paint company is innovating and continuing to grow in a rapidly changing landscape. Claassens shares insights on how AkzoNobel strategically targets specific business units to harness digital initiatives, driving both revenue growth and cost efficiency. One fascinating takeaway is the discovery that hybrid customers—those who engage both online and offline—generate the highest revenue, sparking a concerted effort to transition more offline customers to digital platforms, and vice-versa.The discussion highlights the real challenge: transforming the organizational mindset to fully embrace digital tools and data-driven decision-making. As Claassens outlines the company’s vision for a future where service-oriented and data-rich product offerings redefine the paint industry, listeners will gain valuable perspectives on navigating their own digital journeys. This podcast is a must for anyone interested in how traditional industries can successfully adapt to the digital age and unlock new growth opportunities!Michel Claassens is the Global Head of Digital at AkzoNobel, a leading global paints and coatings company. With a strong background in digital transformation and marketing, Michel has been instrumental in driving AkzoNobel’s digital initiatives and strategiesBefore joining AkzoNobel, Michel held significant roles at Signify (formerly Philips Lighting), where he served as Vice President of Digital Marketing and E-commerce. His expertise in digital solutions and e-commerce has been pivotal in enhancing the company’s online presence and customer engagement.At AkzoNobel, Michel leads the Global Digital Center of Excellence, managing projects that intersect technology and business impact. He has played a key role in harmonizing the company’s MarTech landscape and driving its global digital and e-commerce strategy. Michel’s work is characterized by a deep understanding of both the technological and business aspects of digital transformation, making him a valuable asset to AkzoNobel and a leader in the field of digital marketing.Find out how predictive CX analytics can help your business: https://ocxcognition.com/Follow us on LinkedIn: https://www.linkedin.com/company/ocxcognition/ Connect with Richard Owen on LinkedIn: linkedin.com/in/richard-owen-98ba3

In this episode of the CX Iconoclast podcast, host Richard sits down with Bob Cooper, a leading expert in AI and business strategy, to explore the true impact of AI across various industries. Bob and Richard note the contrast between the highly visible, consumer-facing AI applications, such as robo taxis and smart devices, and the less glamorous but profoundly impactful uses of AI in engineering, product development, and back-office automation. Bob shares real-world examples from industries like pharmaceuticals and chemicals, where AI is being used to discover new molecules and drive innovation, highlighting the quiet yet transformative power of AI in these sectors.The discussion also touches on the trend of "AI washing," where everyday products are labeled as AI-enabled for marketing purposes, often without any real technological innovation. Despite this, Bob remains optimistic about the future of AI in business, noting that while challenges exist, the potential benefits are significant for companies that implement AI correctly. He underscores the importance of learning from early adopters, avoiding common pitfalls, and applying best practices to ensure successful AI integration. The episode concludes with practical insights for businesses looking to harness AI's power effectively, making it a must-listen for anyone interested in the future of AI in the enterprise.---------Dr. Robert G. Cooper is ISBM Distinguished Research Fellow at Pennsylvania State University’s Smeal College of Business Administration, Professor Emeritus at McMaster University’s DeGroote School of Business (Canada), and a Crawford Fellow of the Product Development and Management Association (PDMA). Bob is the creator of the popular Stage-Gate® process model,  now the most popular idea-to-launch NPD process globally (for physical product firms). He also developed Stage-Gate-TD for internal technology projects, and co-developed the Agile-Stage-Gate process. In terms of project selection models, Cooper developed the original NewProd™ scoring model and the Value-Based Model for NPD projects. More recently Bob has been heavily engaged in research in to the field of AI adoption for NPD by firms in the USA and Germany, and its impact on NPD performance. He has published seven articles on AI in NPD in peer-reviewed journals in 2023-2024.Over his career, Bob has published 12 books – including the “bible for NPD”, Winning at New Products, and more than 160 articles on the management of new products, most in refereed journals. He is noted as being the #2 cited Marketing Professor globally, after Dr. Phil Kotler, by Resarch.com. He has won the IRI’s (Innovation Research Interchange) prestigious Maurice Holland Award three times for “best article of the year”. Bob has also helped hundreds of firms over the years implement best practices in product innovation, including companies such as 3M, BASF, Bosche, Danfoss, Dow Chem, DuPont, ExxonMobil, Glaxo-Smith-Kleine, Guinness, HP, ITT Industries, LEGO, and P&G.Cooper holds Bachelor and Master’s degrees in Chemical Engineering from McGill University in Canada; and a PhD in Business and an MBA from Western University, Canada. Website: www.bobcooper.ca Find out how predictive CX analytics can help your business: https://ocxcognition.com/Follow us on LinkedIn: https://www.linkedin.com/company/ocxcognition/ Connect with Richard Owen on LinkedIn: linkedin.com/in/richard-owen-98ba3

In this episode of the CX Iconoclast Podcast, Richard Owen hosts Joe Pine, thought leader, academic, and author of The Experience Economy and several other influential books including Mass Customization, Authenticity, and Infinite Possibility. The conversation with Joe Pine covers the evolution of The Experience Economy over the past 25 years, the impact of digital technology, the shift in consumer preferences, and the role of AI in creating transformative experiences. It also explores the challenges and opportunities for companies in embracing the experience philosophy and the importance of customer co-creation. Here are some of the main points they cover.The Experience Economy has evolved significantly over the past 25 years, with the rise of digital technology and the shift in consumer preferences towards meaningful and transformative experiences. They note how the recent pandemic accelerated the digital trend.AI plays a crucial role in the design and customization of experiences, but companies must be cautious not to dehumanize their offerings and instead focus on augmenting human skills and abilities. Effective leadership is crucial in leveraging technology to augment rather than automate human roles, ensuring that the transformation drives value creation rather than mere cost reduction.Experiences are not confined to premium markets. Joe illustrates that consumers across all income levels seek valuable experiences, tailored to their specific economic circumstances.Customer co-creation is essential for creating value and engaging the most valuable customers, allowing them to participate in the creation of products and experiences. Joe uses his new collaborative book-writing process as a great example of co-creation.Richard highlights that even in commodity markets, innovation in customer experience can differentiate a brand and create profit opportunities. He shares how Pine’s concept of the experience economy has influenced his career, emphasizing the importance of viewing products as experiences to unlock new value. Join Richard and Joe as they explore these themes and consider how businesses can strategically harness the power of experiences to thrive in today's economy. About Joe Pine: Joseph Pine is an internationally acclaimed author, speaker, and management advisor known for his pioneering work on the experience economy. He co-authored the groundbreaking book The Experience Economy with James H. Gilmore, which introduced the idea that businesses should engage customers through memorable experiences rather than just providing goods and services. Pine's work has significantly influenced how companies approach customer engagement and value creation. He is a co-founder of Strategic Horizons LLP, a thinking studio dedicated to helping businesses conceive and design innovative experiences. Pine is also a frequent keynote speaker and has written several other influential books on mass customization and customer experiences. Find out how predictive CX analytics can help your business: https://ocxcognition.com/Follow us on LinkedIn: https://www.linkedin.com/company/ocxcognition/ Connect with Richard Owen on LinkedIn: linkedin.com/in/richard-owen-98ba3

In this episode, Richard Owen speaks with Eric Tagliere, Chief Technology Officer at Humana, about the challenges and opportunities present in the healthcare industry. They emphasize the importance of a customer-focused approach and the convergence of technology and consumer expectations, highlighting the potential for significant progress in the industry over the next five to ten years. Additionally, they explore the influence of external companies like Amazon on shaping consumer expectations in healthcare and discuss the potential for consumer-driven change to act as a catalyst for industry transformation. The interview also covered the impact of industry consolidation and market dynamics on the healthcare sector, the enduring impact of, the challenges of engaging and deploying the correct healthcare resources, as well as the impact of AI on the business. The conversation touched on the delicate balance between cost and service in healthcare, the need for high-quality data and effective governance in AI adoption, and the responsibility of preparing the next generation for leadership roles.Find out how predictive CX analytics can help your business: https://ocxcognition.com/Follow us on LinkedIn: https://www.linkedin.com/company/ocxcognition/ Connect with Richard Owen on LinkedIn: linkedin.com/in/richard-owen-98ba3

In this episode, Richard Owen sits down with Don Peppers, a global authority on marketing and business competition, to discuss the intricacies of customer behavior, customer-centric companies, and the evolving landscape of customer experience (CX). Don, renowned in the world of CRM for co-authoring the landmark book "The One to One Future," shares his invaluable insights on the challenges and opportunities facing CX professionals today. Here are some of the main points they discussed: The challenge of communicating the importance of customer behavior to business leaders lies in the measurement of future customer value and the shift from short-term thinking to long-term value creation. In that context, Don and Richard discuss the financial concept of customer lifetime value and how CX and sales leaders should align with their CFO on how to measure it. , the shift from tangible to intangible assets, and the need for businesses to align with customer expectations.The impact of both the shift from tangible to intangible assets (“moving from atoms to bits”), and of technology on product customization and customer satisfaction is driving businesses to focus on individual customer interactions, leading to a shift in marketing and sales processes.The need for businesses to align with customer expectations and create lifetime customers is driving a shift in the way products are marketed and sold, emphasizing the importance of customer delight and long-term value creation. Customer expectations about things like speed of delivery are constantly rising, so some things that used to cause customer delight have become business basics.Tune in to this episode to gain deep insights into the future of customer experience and learn practical strategies to align your business with long-term customer value. Don't miss out on the opportunity to hear from one of the pioneers of the CRM revolution, Don Peppers.Find out how predictive CX analytics can help your business: https://ocxcognition.com/Follow us on LinkedIn: https://www.linkedin.com/company/ocxcognition/ Connect with Richard Owen on LinkedIn: linkedin.com/in/richard-owen-98ba3

This new edition of the CX Iconoclast podcast is a timely panel discussion on the evolution of language understanding. Richard Owen hosts three panelists: Brian Curry, Co-founder and Head of Engineering Customers at OCX Cognition; Maurice FitzGerald, Head of Content at OCX Cognition; and special guest Alyona Medelyan, CEO and co-founder of Thematic. Alyona, originally from Ukraine, holds a PhD in Artificial Intelligence, making her even more highly qualified to discuss this quickly evolving area.Originally referred to as Text Analytics by business users and Natural Language Processing by researchers, this field completely changed with the rise of Generative AI. You’ll learn how we no longer need to rely on pre-canned taxonomies or time-consuming training, thanks to the nuanced understanding of Large Language Models (LLMs). Brian Curry breaks down the game-changing potential of LLMs in solving complex language problems and customizing models for unique business needs. Listen as the panel explores the transformative applications of LLMs, from enhanced chatbots to natural language data queries. Alyona Medelyan shares invaluable tips on choosing the right AI solution—hint: it's all about testing with real data right away! There’s a lot of buzz and noise on this topic in the field of Customer Experience right now, but very few people who actually have the expertese. So let’s hear what they have to say on this topic.Find out how predictive CX analytics can help your business: https://ocxcognition.com/Follow us on LinkedIn: https://www.linkedin.com/company/ocxcognition/ Connect with Richard Owen on LinkedIn: linkedin.com/in/richard-owen-98ba3

In this episode hosted by Richard Owen, Stanford professor Erik Brynjolfsson, an economist and a contributing author to the recent HAI report on the current state of AI on the planet, discusses the impact of AI on productivity. He highlights the rapid technological advances in AI and the significant productivity gains observed in various sectors. Erik emphasizes the importance of focusing on proven use cases and creating business value rather than getting distracted by the hype around AI.Erik and Richard move on to discuss the risks of underregulating and overregulating AI, with Erik noting that both mistakes will likely be made simultaneously. He also mentions the potential dangers of deep fakes, especially in the context of elections.The conversation then shifts to Workhelix, both as a company and a tool that Erik and his team developed to help companies systematically plan their AI strategies. Erik explains that Workhelix can analyze a company’s workforce and tasks, providing valuable insights for implementing AI. He expresses optimism about the future of AI and its potential to create shared prosperity. The interview concludes with Richard congratulating Erik on the launch of Workhelix and expressing hope for future discussions on the progress of AI. Erik thanks Richard for the engaging conversation and looks forward to future discussions.Erik is the Director of the Stanford Digital Economy Lab, a Professor at the Stanford Institute for Human-Centered AI, and a Research Associate at the National Bureau of Economic Research. Brynjolfsson is among the most cited researchers in information and economics and his work has been recognized with Ten Best Paper awards and five patents.Find out how predictive CX analytics can help your business: https://ocxcognition.com/Follow us on LinkedIn: https://www.linkedin.com/company/ocxcognition/ Connect with Richard Owen on LinkedIn: linkedin.com/in/richard-owen-98ba3

Join Richard Owen's discussion with Simon Paris, the visionary CEO of Finastra, a leading force in global enterprise software solutions tailored for the financial sector. Here’s a summary of their engaging conversation: Empowering Banking EvolutionFinastra, a powerhouse in enterprise software, caters primarily to banks and related entities worldwide. With a robust suite covering lending, payments, treasury, capital markets, and retail and digital banking, they serve clients across 130+ countries. Boasting an impressive workforce of 8,000 and nearing $2 billion in revenue, Finastra stands as a beacon of innovation in Europe's software landscape. Open Finance UnveiledSimon unveils the concept of open finance, urging a shift from product-centric to customer-centric financial services. Through an evocative anecdote, he champions the idea of unbundling banking services and reconstructing them around individual customer journeys, fostering a more personalized and impactful approach. Generative AI RevolutionWith palpable enthusiasm, Simon discusses the transformative potential of generative AI in financial services. From enterprise optimization to engineering marvels and enhanced customer experiences, he outlines a myriad of applications while acknowledging the looming specter of deep fakes and its implications. Financial Inclusion ImperativeSimon underscores the importance of extending financial services to the unbanked and underbanked, viewing it as a cornerstone of open finance. By tackling poverty, fraud, violence, and tax evasion, he envisions a world where financial services unlock the potential of individuals, businesses, and communities worldwide. A Vision for Tomorrow's FinanceIn Simon's vision, the purpose of financial services transcends mere transactions, aiming to unleash the full potential of humanity. By embracing innovation, scalability, and security, he envisions a future where financial empowerment is synonymous with societal progress, creating a world where doing good and thriving go hand in hand.Simon Paris is Chief Executive Officer of Finastra and leads their strategic direction and growth, championing open finance and industry-wide collaboration. He chairs the World Trade Board, advocates for financial inclusion, and serves on the Board of Directors for Everbridge and Thomson Reuters. With over 25 years of global leadership experience, Simon joined Finastra in 2015, became CEO in 2018, and has been recognized as a top fintech CEO and advocate for diversity and inclusion Find out how predictive CX analytics can help your business: https://ocxcognition.com/Follow us on LinkedIn: https://www.linkedin.com/company/ocxcognition/ Connect with Richard Owen on LinkedIn: linkedin.com/in/richard-owen-98ba3