The CX Iconoclast · 2025-07-28 · 46 min
What if your KPIs could talk back - and guide your business forward? In this episode, Richard Owen and Brian Curry of OCX Cognition, and MIT’s Michael Schrage explore how AI is transforming not just customer experience metrics, but the very nature of leadership and organizational capability. They suggest why so many companies stick with legacy KPIs despite major shifts in tech, and how conversational AI and “chat-modified” metrics are helping innovative leaders turn passive data into proactive guidance. Schrage introduces the revolutionary idea of building digital twins of your KPIs - giving organizations a GPS for where they are and where they should go next. Michael, Brian and Richard make a critical distinction between insights and actionable insights, cover the cultural silos that hold companies back, and explain how AI-enabled measurement can drive faster decisions, and customer-led growth. With real-world examples and global perspective, Schrage challenges leaders to move beyond dashboards to dynamic dialogue with their data.
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