Founder | OCX Cognition
NPS is dead! How to truly listen to your customers for customer-led growth

Richard Owen has a singular professional focus: Delivering financial value through CX. He co-founded OCX Cognition to combine technology and programmatic consulting in pursuit of that goal, and now leads the company’s coordinated efforts to deliver the right solutions for its clients.

Richard’s 30-year career has centered on transforming business operations with technology, and he is one of the best-known CX thought leaders. While CEO at Satmetrix, his team led the development of the Net Promoter Score® methodology with Fred Reichheld, creating the world’s most widely used CX measurement approach. With Laura Brooks, he co-authored Answering the Ultimate Question, the best-selling “how to” guide for NPS practitioners.

Richard transformed the supply chain and built what was then the world’s largest e-commerce business at Dell, and has led two software companies, AvantGo and Satmetrix, to successful exits. With an MBA from MIT Sloan Management School, he has served on several boards and committees at public and private companies and is an active venture investor and international business thinker. Richard has lived on three continents; he and his family now divide their time between Arizona and London.

  • Andrew Carrick

    Health
    Chief Customer Success Officer | Automic Group
  • Chris Adlard

    Chris is a multi-award-winning customer champion. He previously worked at Finastra, the world’s leading financial technology provider...

  • Professor Anthony Ryan OBE

    Co-creating the desert garden
    University of Sheffield

    Professor Tony Ryan OBE is The Professor of Physical Chemistry at the University of Sheffield and the founding Director of...

  • Daniel Bausor, Chris Adlard, & Toby Chapman-Dawe

    Welcome to the Customer Economy. Are you ready for the C-change?
    Customer Catalyst Team / MD | Strand Communications

    https://player.vimeo.com/video/554734579

  • Claire Grove

    Customer Advocacy - the ultimate trust factor in the Customer Economy
    Director of Customer Advocacy Strategy | ServiceNow

    A customer advocacy professional with over 20 years’ experience in this field.

  • Daniel Bausor

    Daniel has over 25 years’ experience as a strategic B2B and B2C customer champion, both in-house and as a...

  • Gabriele Masili

    Technology
    VP & CTO CX & Customer Success | Microsoft

    Gabriele ‘G’ Masili is the vice president and chief technology officer (CTO) of Customer Experience & Success at Microsoft. He...

  • Helen Bierton

    Digital
    Chief Banking Officer | Starling Bank
  • Horst Schulze

    Be my guest! How to create a customer-led culture
    Founder | Ritz-Carlton

    A legend and leader in the hotel world, Horst Schulze's teachings and vision have reshaped the concepts of service...

  • Cristina Melluzzi

    How Cisco puts customers at the heart of its growth strategy
    Global Head of Customer Advocacy | Cisco

    Cristina joined Cisco 5 years ago to lead Customer Advocacy in EMEAR. She began her career at Hewlett Packard and...

  • Emma Roffey

    How Cisco puts customers at the heart of its growth strategy
    VP Marketing EMEAR | Cisco

    Emma Roffey is Cisco’s VP Marketing for EMEAR. Emma has been with Cisco for over 15 years and has...

  • Mike Kendall

    How to digitally transform your business to create wow-factor customer experiences
    Founder and Managing Director | The Customer Lab

    Mike Kendall is a recognized global customer experience, design, and innovation expert, coach, author, and speaker. He led world-class...

  • Amelia Mansell

    Virgin Media - A DNA of Customer Experience
    Director of Customer Experience | Virgin Media

    Strategic thinker focused on putting customers at the heart of Virgin Media and serving them better in a digital world...

  • Claire Sporton

    Virgin Media - A DNA of Customer Experience
    Founder | Sporton Consulting

    Throughout her career, Claire has focused on driving customer-led growth by inspiring change and ensuring a tangible link to...

  • James Hyde

    Technology
    CEO | James & James
  • Johnny Castrup

    Co-creation
    Digital Product Director, Head of LEGO Ideas | LEGO
  • Julie-Ann Haines

    Culture
    CEO | Principality Building Society
  • Nick Chong - Zoom

    Nick Chong

    Zooming in on growth
    Head of Global Support & Services | Zoom

    Nick is responsible for Zoom’s global customer support and services organization. Prior to that he was Zoom’s Head...

  • Nicole Dingley

    Advocacy
    VP Marketing & Customer Advocacy | Wiley
  • Pat Phelan

    Success
    CCO | GoCardless
  • Christina Kosmowski

    Christina Kosmowski

    Slack puts customer success front and centre to drive growth
    VP of Customer Success | Slack

    https://vimeo.com/555273099/02dfe9ee50

  • Stanford Swinton

    Growth
    Vice President Of Global Care and Customer Experience | Deliveroo
  • Rav Dhaliwal

    How customer health can inform the performance of your investment
    Investor | Crane Ventures

    Investor and former software executive, with particular experience building & leading startups and business units that drive net revenue retention...

  • Peter Sadler

    How integrated technologies and data are driving an Advanced view of the customer
    Director of Customer and Product Marketing | Advanced Software

    An experienced marketing and business leader with a strong track record in delivering tangible success. I combine the exploitation of...

  • Maarten K. Pieters - signify

    Maarten Pieters

    Throwing light on co-creation; Signify's journey with supermarket giant Albert Heijn
    Head of Co-creation & People Insight | Signify

    Signify, formerly PHILIPS Lighting, is a world leader in lighting for professionals, consumers and lighting for the Internet of Things...

  • Remco Duchhart

    Throwing light on co-creation; Signify's journey with supermarket giant Albert Heijn
    Albert Heijn Store Experience | Albert Heijn

    https://vimeo.com/554748649/89e1671e1e

  • Toby Chapman-Dawe

    Conference Host and MC
    MD | Strand Communications
  • Daniel Bausor

    Welcome to the Customer Economy. Are you ready for the C-change?
    Founder & Co-Author of The Customer Catalyst

    I have over 25 years' experience as a strategic B2B and B2C customer champion, both in-house and as...