RESOURCES

For You and Your Teams

Our Podcast: The CX Iconoclast

Video
Replays

Seeking Leaders for the Predictive CX Revolution

What skills will the CX leaders of the near future bring to the table?

Go

The Case for Radically Rebuilding CX

It’s time to transform the CX discipline with predictive analytics.

Go

Your Questions Answered: Predictive CX Analytics

From basic to detailed, the info you need on this breakthrough technology.

Go

The CX Network Live Start-Up Awards 2022

Our winning pitch highlights innovation and transformative change.

Go

Are You Measuring What Matters in CX?

CX programs have a serious problem with metrics, but that can change.

Go

The Financial Case for Modern CX Analytics

Learn to convince your CFO and other skeptics about the impact CX can have.

Go

Efficiency, Customers, and Predictive CX Insights

Use customer insights to guide your efforts at efficiency, or risk unwanted outcomes.

Go

Podcast: Dive into Predicting Recurring Revenue

Co-founders Richard Owen and Brian Curry discuss a topic they’re asked about often.

Go

Book Review Discussion: Winning on Purpose

Fred Reichheld is dreaming an impossible dream. Listen to a discussion of his book.

Go

Predicting Recurring Revenue with Operational CX Data

Continuous insights that take you from data points to financial outcomes.

Go

Breakthrough Approaches to Managing Customer Risk

Replay our executive briefing on machine learning and predictive CX analytics.

Go
How Covid-19 Affects CX

The Untapped Power of Operational Data in CX

Replay our executive briefing on using AI to unlock continuous customer insights from your data.

Go

The New Science of Customer Agility

Replay our executive briefing on how forward-looking companies align around customers.

Go

A Framework for Designing Customer KPIs

NPS is not enough. You need a comprehensive approach.

Go

Report Downloads

Book Review: Winning on Purpose

In his latest book, Fred Reichheld is dreaming an impossible dream. Download our review.

Go

A New Framework for Designing Customer KPIs

Effective metrics support customer-driven growth. Download our report.

Go

The New Science of Customer Agility

Download our report on how advances predictive analytics help teams align.

Go

 Breakthrough Approaches to Managing Customer Risk

Predictive CX analytics reduce customer retention risk. Download our report.

Go

 The Untapped Power of Operational Data in CX

A radical rethinking of making insights actionable. Download our report.

Go

The New NPS Manifesto

Old thinking about NPS fails to deliver results. Upgrade to predictive CX analytics.

Go

In the News

Moving Beyond Surveys with Predictive CX Analytics

Richard Owen joined host Mark Levy on The DCX Podcast to talk about the future of CX, the continuing value of NPS (despite some problems), the strengths and flaws of surveys, and more. Listen to the interview.

Go

Managing Customer Risk on DoingCXRight Podcast

Your surest path to lasting business growth: getting a handle on customer risk before it’s too late. Listen to co-founder Richard Owen talk with host and CX expert Stacy Sherman about the steps companies can take.

Go

OCX Cognition Recognized with CX Network Start-Up Award

Judges recognized OCX Cognition as the winner of the CX Network Start-Up Awards for our predictive CX analytics platform. Six finalists were selected from the pool of applicants to compete for the honor. Read the write up.

Go

The Rise of CLV in Retail Businesses

Richard Owen discussed the rising role of customer lifetime value in retail on a Webinar presented by Quantum Metric. Watch to see how predictive CX analytics apply in the ever-more-complex retail environment.

Go

Thinking Differently About Customers

Learn about trends in prediction, the importance of net revenue retention, and smart thinking about what NPS should mean. Listen to Ricard Owen interviewed on The Scale Up Show, a podcast focused on innovative companies.

Go

Closing the Great B2B Experience Gap

94% of B2B buyers encounter “significant” customer experience problems. So what can B2B companies do about it? Richard Owen joined panel on a webinar presented by Cerillion to discuss this challenge from the perspective of communication service providers.

Go

NPS Is Dead!

Watch a talk by founder Richard Owen at The Customer Catalyst Conference 2020, making the case for tossing out NPS. It’s sensible to update our customer listening to take advantage of improved technologies and data science.

Go

Slow Progress on CX Measurement

Founder Richard Owen appeared on the Bootcast podcast with hosts Vivel Bhaskaran and Romi Mahajan. He talked frankly about the sobering lack of progress businesses have made since CX measurement went mainstream almost two decades ago.

Go

SaaS as a Predominant Model for Business

Founder Richard Owen appeared on the Gain Grow Retain podcast with hosts Jeff Breunsback and Jay Nathan. Hear what the customer success function reveals about companies’ incomplete understanding of the economics of CX.

Go

A Manageable Flow of Customer Insights

Is your CX data a flood, a dribble, or a just-right flow of insight? Claire Sporton, our head of consulting and customer success, reflects on the importance of a manageable flow of CX insights in her article for MyCustomer.com.

Go

Evolving CX Metrics in the Feedback Economy

Founder Richard Owen joins Reputation.com CEO Joe Fuca for a podcast episode in the Fast Break CEO series. They talked about NPS, the feedback economy, and the need to transform CX analytics.

Go

A Catalyst for CX Evolution

Founder Richard Owen appeared on the Value Builders podcast (formerly Revenue Revolutionaries) Shared Success Series, interviewed by Dave Duke, to discuss how CX has evolved into predictions. Is CX really all about segmenting customers?

Go

It’s OK to Blame Customers for Tanking Surveys

So writes Claire Sporton, our head of consulting and customer success, in this article for MyCustomer.com. Customer preference and behavior are a problem for CX, but they might offer an unexpected solution, too.

Go

Getting Past CX Roadblocks

Founder Richard Owen joined the Talkin’ CRM podcast, revealing some of the fundamental challenges with traditional NPS approaches and discussing the role of operational data in getting past those roadblocks with hosts Megan Heuer and Colin Brogan.

Go

Lessons from 20 Years of CX Data

Founder Richard Owen talked about lessons learned from 20 years of CX data at the Global Frontline Experience Summit. Explore how predictive CX analytics will transform frontline customer experience work.

Go

NPS Is Dead!

Watch a talk by founder Richard Owen at The Customer Catalyst Conference 2020, making the case for tossing out NPS. It’s sensible to update our customer listening to take advantage of improved technologies and data science.

Go

Lessons from 20 Years of CX Data

Founder Richard Owen talked about lessons learned from 20 years of CX data at the Global Frontline Experience Summit. Explore how predictive CX analytics will transform frontline customer experience work.

Go

Evolving CX Metrics in the Feedback Economy

Founder Richard Owen joins Reputation.com CEO Joe Fuca for a podcast episode in the Fast Break CEO series. They talked about NPS, the feedback economy, and the need to transform CX analytics.

Go

Lessons from 20 Years of CX Data

Founder Richard Owen talked about lessons learned from 20 years of CX data at the Global Frontline Experience Summit. Explore how predictive CX analytics will transform frontline customer experience work.

Go

What Teenagers Teach Us About Customers

Can teenagers help us understand customers? Yes they can, writes Claire Sporton, our head of consulting and customer success, in this article for MyCustomer.com. Hint: behavior is a common thread, so sharpen your observational skills.

Go

Conga at The Customer Catalyst Conference

What does it look like to start a CX revolution? Watch our customer Conga talk about leapfrogging traditional surveys to go straight to predictive CX analytics, at The Customer Catalyst Conference 2021.

Go

Questions?
success@ocxcognition.com

 

SOFTWARE