Skip to main content
Add Calendar

Continuous Operational Improvement and Customer Targeting – Part 2 of 2 webinars

Part 2 of the 2 part webinar series with Richard Owen


Customer AI is the application of AI technology to predict customer attitudes and future behavior, with the goal of increasing customer lifetime economics hence supporting a strategy of customer led growth.

This webinar series explains the potential of Customer AI technology for B2B and B2B2C companies to enable analytics and data driven actions. The imperative is for sales and marketing leaders to understand the risks and opportunities present in their customer base, create more efficient ways to grow their business and optimize customer facing operations.

Webinar 1 – (September 13 – 11:00AM ET):  Customer AI, Risk and Opportunity

We will show how predictive analytics shine a new light on customer or distributor performance, highlighting short and medium terms opportunities to take action and allocate resources more efficiently to the customer base.

Webinar 2 – (September 20 – 11:00AM ET):  Continuous Operational Improvement and Customer Targeting

We will show how the use operational data to predict customer behavior also provides insights into establishing customer calibrated scorecards and KPIs that enable management teams to optimize operations designs for the most efficient and effective customer outcomes.

Join Richard Owen, whose team co-developed the NPS methodology 20 years ago and led over 1,000 enterprise customer experience programs, as he shares breakthrough applications for machine learning and AI in the B2B market.


Richard Owen

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 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.

Event Location:


Opt-in to our mailing list