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from both the vendor and buyer sides of the industry, Bill discusses why too many companies are still stuck in outdated models of customer experience - focused on surveys and metrics - rather than designing solutions with customers at the cen...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from both the vendor and buyer sides of the industry, Bill discusses why too many companies are still stuck in outdated models of customer experience - focused on surveys and metrics - rather than designing solutions with customers at the cen...
Humans, AI, and the Trouble with Truth: A Conversation with Dean Eckles
The CX Iconoclast
36 minutes
4 months ago
Humans, AI, and the Trouble with Truth: A Conversation with Dean Eckles
In this episode of CX Iconoclast, Richard Owen sits down with Dean Eckles, MIT professor and former Facebook data scientist, to explore the real-world dynamics of misinformation—and what actually works to stop it. Eckles shares insights from his landmark research showing that correcting false content on social media doesn’t always reduce misinformation. In fact, it can sometimes make things worse, prompting users to double down and share even more toxic content. But there’s good news: feature...
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from both the vendor and buyer sides of the industry, Bill discusses why too many companies are still stuck in outdated models of customer experience - focused on surveys and metrics - rather than designing solutions with customers at the cen...
