Richard Owen is the founder and CEO of the OWEN CX Group, an
organization with the singular purpose of helping corporations achieve success
with their customer experience programs. OWEN CX Group is re-imagining how the
art and science of NPS can be brought together to transform business.
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.
He 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.
An active venture investor, he most recently joined the
board of M-Survey, 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 and son Alex in the Bay
Area, California and in London, England.
Check out the incredible speaker line-up to see who will be joining Richard.