RESOURCES

Customer AI | Strategies & Practices

FEATURED

Unlocking Growth and Retention in Manufacturing With Customer AI Analytics

Obstacles can seem endless. However, there’s a powerful tool that can help you navigate these challenges and transform your business.

=

The Power of a Data-Driven Strategy

Will AI put CX leaders out of work? Nope, but it should prompt a fundamental reimagining of the discipline, says Stanford Digital Economy Lab Director, Erik Brynjolfsson.

Interview • Erik Brynjolfsson

Is Customer Success Dead?

That’s just one of the questions answered during this discussion with Success Expert Chris Adlard. (Spoiler alert – it may well be dying at your company today).

Interview • Chris Adlard

Digital First, People Second?

Joe Wheeler

..

B2B Marketing Gets Intensely Personal

Ralph Oliva & Liam Fahey

..

Humor as Tool for Reflection and Change in Business

Tom Fishburne

..

Customers as the Best Guide for Innovation and Change

David Tudehope

..

Customer Experience Should Be Seen as the Means, Not the End

Tom Monahan

SOLUTIONS FOR YOUR TEAMS

Why VOC teams should upgrade to Customer AI now

CX and VOC Teams

Faster insights make Customer AI the right choice

Data & Analytics Teams

Empower Success teams with data driven insights

Customer Success Teams

Use Customer AI, improve your Ideal Customer Profiles

Sales & Marketing Teams

Avoid surprises and anticipate outcomes

Executive Leadership

CUSTOMER AI EBOOKS

How Customer AI Unlocks Growth and Accelerates Profit for B2B SaaS

To stay competitive, B2B SaaS leaders must embrace data-driven, AI-enabled strategies.

eBook • B2B SaaS

Customer AI for B2B2C Companies

B2B2C companies share common goals – to grow revenue, increase profitability, and provide exceptional experiences.

eBook • B2B2C

Customer AI: Should We Build or Buy?

Guidelines to help business leaders make the best decision between building or buying a Customer AI solution.

eBook • Decision Guide

CX ICONOCLASTS

AkzoNobel’s Blueprint for Digital Success

Claassens is at the forefront of innovative initiatives, such as the integration of augmented and virtual reality technologies to enhance CX and supply chain optimization.

Interview • Michel Claassens

Beyond the Hype: The Real Impact of AI in Business

It’s worth noting that Bob is no newcomer to AI – his new product development model was augmented and validated using ML and neural network analysis over a decade ago.

Interview • Bob Cooper

The Amazing Evolution of the Experience Economy

Over the last 25 years, the impact of digital experiences in the Internet, has only served to accelerate and amplify the shift to experiences.

Interview • Joe Pine

From NLP to LLMs: Insights in Language Understanding from Industry Leaders

A timely panel discussion explores the evolution of language understanding.

Interview • Alyona Medelyan

Customer Lifetime Value and the Future of CX

Don reveals the key to reframing the CX conversation in a way that resonates with financial decision-makers.

Interview • Don Peppers

A Customer-Centric Vision For Healthcare’s Future

There is optimism for the future of healthcare as an industry that’s capable of positively transforming the lives of its customers and tremendous potential for AI.

Interview • Eric Tagliere

Four Metaphorical Rocks Affecting Customer Flow

Sedimentary, Metamorphic, Igneous, and Meteoric—symbolize layers of complexity, organizational changes, unexpected events, and external factors affecting customer struggles.

Interview • Sean Albertson

Deep Thought From HBS Deep Thinker Narayandas

The Edsel Bryant Ford Professor of Business Administration at the Harvard Business School, reflects on their early connection and dives into decades of B2B client relationship expertise.

Interview • Das Narayandas

Clear Thinking From Joe Pinto, the Pure Storage CXO

Joe Pinto reflects on his years at Cisco and the transition to his role as Chief Customer Experience Officer at Pure Storage.

Interview • Joe Pinto

Urgent Need to Transform Manufacturing

Personalization will be a key focus for all manufacturers and supply chains, structuring their capabilities to provide new experiences for each individual.

Interview • Kevin O’Meara

Breakthrough Supply Chains in Complicated Times

We’ve seen what’s historically been a hundred year cycle compressed into a five year cycle.

Interview • Chris Gopal

Andy Lark and the “Broken Premise” of Customer Love

Should you be worried about loving your customers? Or working to make your customers love you? Our guest Andy Lark has a simple answer: No.

Interview • Andy Lark

Value, Disclosable Metrics, and Data Guide Change

Two collaborators and partners talk about the ins and outs of how customers drive value and what businesses should do to maximize that value.

Interview • Peter Fader and Daniel McCarthy

Transparency & Information the Key to Customer Experience

Breeze takes a tech-first approach. Hear Angela Vargo discuss the use of chat in place of a traditional telephone call centers.

Interview • Angela Vargo

Unveiling the Conga Way with the Chief Customer Officer

In Chris Bishop’s first episode on the CX Iconoclast, Conga’s Chief Customer Officer defines, for us at least, what that CCOs role should all be about.

Interview • Chris Bishop

Recognized By Amazon Web Services for Innovation

OCX Cognition was selected as an AWS Case Study and Featured Speaker for its AWS Innovate Conference. Our Generative Analytics software was cited as an innovation in AI Applications by the AWS Team for creating highly configurable AI-as-a-Service software that speeds up time to value.