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 Promote 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 netpromoter.com 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 consulting and data science company using machine learning to create real time customer health performance by completely reinventing the means of understanding customer experience. The company created Spectrum AI, a platform for journey based predictive NPS analytics.