In this episode of The CX Iconoclast, Richard Owen hosts Bill Staikos, a CX and EX leader with more than 20 years of experience helping organizations move beyond dashboards and into delivering tangible business outcomes. Drawing on his unique perspective from both the vendor and buyer sides of the industry, Bill discusses why too many companies are still stuck in outdated models of customer experience - focused on surveys and metrics - rather than designing solutions with customers at the cen...
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In this episode of The CX Iconoclast, Richard Owen hosts Bill Staikos, a CX and EX leader with more than 20 years of experience helping organizations move beyond dashboards and into delivering tangible business outcomes. Drawing on his unique perspective from both the vendor and buyer sides of the industry, Bill discusses why too many companies are still stuck in outdated models of customer experience - focused on surveys and metrics - rather than designing solutions with customers at the cen...
AI, Leadership, and the Future of Customer Experience – with Moira Clark
The CX Iconoclast
41 minutes
5 months ago
AI, Leadership, and the Future of Customer Experience – with Moira Clark
In this episode of CX Iconoclast, Richard Owen sits down with Professor Moira Clark, Director of the Henley Centre for Customer Management at Henley Business School. Moira brings sharp insight from two decades of research into what drives customer loyalty, profitability, and organizational performance. Together, they discuss the evolving role of AI in customer experience—from hyper-personalization to smarter service automation—and challenge businesses to move from short-term tactics to bold, ...
The CX Iconoclast
In this episode of The CX Iconoclast, Richard Owen hosts Bill Staikos, a CX and EX leader with more than 20 years of experience helping organizations move beyond dashboards and into delivering tangible business outcomes. Drawing on his unique perspective from both the vendor and buyer sides of the industry, Bill discusses why too many companies are still stuck in outdated models of customer experience - focused on surveys and metrics - rather than designing solutions with customers at the cen...
