Richard Owen
Richard Owen
Richard Owen is Co-founder and CEO of OCX Cognition. While CEO at Satmetrix, his team co-developed the Net Promoter Score methodology with Fred Reichheld. He co-authored Answering the Ultimate Question with Dr. Laura Brooks and, in 2025, The Customer AI Field Guide with Maurice FitzGerald. He holds a degree in Mathematics and Economics from the University of Nottingham and an MBA from MIT Sloan.
The Customer Success Reckoning: From Relationship Theater to Analytical Precision
Half the industry cut CSM headcount in 2025. The survivors aren't the ones who defended the old model — they're the ones who rebuilt it.
Customer Experience: The Buck Doesn’t Stop with Black Friday and Cyber Monday
Black Friday. Cyber Monday. They've become a national tradition right alongside the holiday turkey and stuffing. But what can you do to ensure your...