#23: Why AI is a Game Changer for Customer Experience with OCX Recognition CEO Richard Owen

Why AI is a Game Changer for Customer Experience with OCX Recognition CEO Richard Owen Richard Owen is an innovator.  The former CEO of Satmetrix, who helped Fred Reichheld elevate Net Promoter Score to become the world’s most popular customer loyalty metric, is innovating again. Richard is the CEO of OCX Cognition, a newly formed technology company with the aim of disrupting the status quo in the customer experience world.  In this episode we discuss: The economic disparity between the 3 NPS segments What’s the difference between AI, machine learning, and neurolinguistic programming How can this data help companies improve their customer experience? The evolution of customer research and why AI is a game changer And a whole lot more. Meet Richard: Richard Owen Founder and CEO Richard Owen is one of the best-known thought leaders in the Customer Experience industry. While CEO at Satmetrix, his team led the development of the Net Promoter Score methodology with Fred Reichheld, which created the most widely used approach to measuring customer experience in the world.  Together with Dr Laura Brooks he co-authored “Answering the ultimate question” which quickly became the “how to” guide for NPS practitioners. Richard launched netpromoter.com which was supported by over 20,000 subscribers; the NPS Certification program with over 6,000 companies taking part and a conference series that ran for 10 years and 20 conferences. Today he is the founder and CEO of OCX Cognition, a software and data science company using machine learning to create real time NPS and customer health performance data. Richard has enjoyed a 30-year career centered around the use of technology to transform business operations.  As an executive at Dell Computer Corporation, he oversaw the re- engineering of the companies supply chain operations, the growth of Dell’s consumer business in Japan and, as VP of Online, the scaling of the world’s largest electronic commerce business of the 1990s. He has led two software companies to successful exits, with AvantGo (mobile enterprise software) achieving a public listing on the Nasdaq and Satmetrix, the cloud software co-creator of NPS, sold to NICE Systems. Richard has held several board positions in both public and private companies and has served on compensation, audit and special board committees. An active venture investor, he most recently joined the board of Ajua, an innovative pioneer in customer data based in Nairobi, Kenya. Having lived in Japan, the UK and the USA, he is a true international business thinker and Africa is a new and exciting passion for him. Richard holds an undergraduate degree in Mathematics and Economics from the University of Nottingham, England, and an MBA From the MIT Sloan School of Management. He lives with his wife Susan in Scottsdale, Arizona. Contact: https://www.linkedin.com/in/richard-owen-98ba3/ https://ocxcognition.com/company/ https://www.linkedin.com/company/ocxcognition Subscribe to The Delighted Customer Podcast so you don't miss an episode: https://www.empoweredcx.com/podcast Subscribe to The Delighted Customer Newsletter for practical tips and insights: https://www.empoweredcx.com/delightedcustomersnewsletter