If you’re exhausted by traditional approaches to CX, impatient with the stunning lack of progress in the field, and done re-hashing the “best practices” that don’t change anything, you’ve found your podcast. Here’s what we know: Companies gain competitive advantage through exceptional customer experience, and customer insights are the best decision-making tool there is. But traditional CX approaches have run their course and it’s time for the next revolution in CX. Tune in every two weeks as ...
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Suivez-moi à la rencontre d'iconoclastes français. Ces personnes libres qui mènent leur vie dans toutes les directions à la fois.
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Buscando criar pontes entre Academia e sociedade, a professora Clara Habib e convidados abordam neste podcast a temática da iconoclastia em suas diferentes vertentes.
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A show in which we discuss current events and pop culture, from the perspective of people too cynical for our own good.
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Iconoclast of Things is about people so committed to the beauty of the thing they imagine that they’re doing whatever they can to build it. People working to build a home, a business or a life they believe may already be lost, but still working because of the beauty, grace, and humanity of the place they imagine.
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So, you want to be a powerful, wealthy, and charismatic luminary… but you want to do it without ruffling feathers or attracting haters? Heh, yeah, so did I… Let me tell you how that worked out for me… This is the continuing story of my serendipitous journey from shy outcast growing up in an obscure part of the world to becoming a highly successful serial entrepreneur. In this podcast, I obliterate self-imposed limits, deny regret, recognize and use failure, hurdle obstacles, manage hate, and ...
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Joe Pine on the amazing evolution of The Experience Economy over the last 25 years
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In this episode of the CX Iconoclast Podcast, Richard Owen hosts Joe Pine, thought leader, academic, and author of The Experience Economy and several other influential books including Mass Customization, Authenticity, and Infinite Possibility. The conversation with Joe Pine delves into the evolution of The Experience Economy over the past 25 years,…
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A Customer-Centric Vision for Healthcare's Future with Eric Tagliere
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In this episode, Richard Owen speaks with Eric Tagliere, Chief Technology Officer at Humana, about the challenges and opportunities present in the healthcare industry. They emphasize the importance of a customer-focused approach and the convergence of technology and consumer expectations, highlighting the potential for significant progress in the i…
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Customer Lifetime Value and the Future of CX with Don Peppers
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In this episode, Richard Owen sits down with Don Peppers, a global authority on marketing and business competition, to delve into the intricacies of customer behavior, customer-centric companies, and the evolving landscape of customer experience (CX). Don, renowned in the world of CRM for co-authoring the landmark book "The One to One Future," shar…
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From NLP to LLMs: Insights in language understanding from Industry Leaders
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This new edition of the CX Iconoclast podcast is a timely panel discussion on the evolution of language understanding. Richard Owen hosts three panelists: Brian Curry, Co-founder and Head of Engineering Customers at OCX Cognition; Maurice FitzGerald, Head of Content at OCX Cognition; and special guest Alyona Medelyan, CEO and co-founder of Thematic…
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Stanford's Erik Brynjolfsson on the impact of accelerating advances in AI right now
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In this episode hosted by Richard Owen, Stanford professor Erik Brynjolfsson, an economist and a contributing author to the recent HAI report on the current state of AI on the planet, discusses the impact of AI on productivity. He highlights the rapid technological advances in AI and the significant productivity gains observed in various sectors. E…
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Simon Paris - A Visionary Approach to the Future of Banking
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Join Richard Owen as he delves into a dynamic discussion with Simon Paris, the visionary CEO of Finastra, a leading force in global enterprise software solutions tailored for the financial sector. Here’s a summary of their engaging conversation: Empowering Banking Evolution Finastra, a powerhouse in enterprise software, caters primarily to banks an…
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Kevin O'Meara of Shaw Industries on the urgent need to transform manufacturing and supply chains
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In this episode of the CX Iconoclast, Richard Owen hosts Kevin O’Meara, a supply chain expert and head of business transformation at Shaw Industries. After discussing Kevin’s transition from military to commercial life, the conversation moves to supply chain logistics, where Kevin underscores its evolution from a cost-cutting focus to a competitive…
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Chris Gopal on Breakthrough Supply Chains in complicated times
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In this episode of the CX Iconoclast Podcast, host Richard Owen welcomes guest Chris Gopal, a renowned global supply chain expert. Chris shares his insights on the challenges faced by companies in managing their supply chains and how AI and analytics can enhance predictability and mitigate risk. Chris Gopal’s extensive experience in supply chain ma…
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In this podcast, Joe Wheeler, Richard Owen, and Maurice FitzGerald discuss the evolution of customer experience. Wheeler, author of ‘The Digital-First Customer Experience’, highlights how AI and machine learning drive growth and scalability in companies like Spotify and Lemonade. The trio explores the economic implications of AI in businesses, bala…
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Is customer success indeed dead? That’s just one of the questions answered during this discussion. (Spoiler alert: it may well be dying at your company.) Join host Richard Owen and Chris Adlard, co-author of ‘The Customer Catalyst’, as they delve into the essence of customer transformation. Chris introduces us to the ‘C-change diagnostic’, a tool t…
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Sean Albertson - Four metaphorical rocks affecting customer flow
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In this podcast featuring Sean Albertson, a call center expert and author of '4ROCKS', host Richard Owen explores the dynamics of customer experience and business challenges. Sean's four metaphorical rocks—Sedimentary, Metamorphic, Igneous, and Meteoric—symbolize layers of complexity, organizational changes, unexpected events, and external factors …
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Das Narayandas is the Edsel Bryant Ford Professor of Business Administration at the Harvard Business School. In this engaging podcast hosted by Richard Owen, Das reflects on their early connection and dives into decades of B2B client relationship expertise. Das shares insights from his groundbreaking marketing dissertation, emphasizing the nuances …
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Clear thinking from Joe Pinto, Chief Customer Experience Officer at Pure Storage
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In this insightful podcast with host Richard Owen, Joe Pinto reflects on his years at Cisco and the transition to his role as Chief Customer Experience Officer at Pure Storage. Moving from Cisco to Pure, Joe notes the significant size difference and praises Pure's CEO for championing Customer Success. Managing the challenge of maintaining high NPS …
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The best CX Iconoclast advice from another four sales and marketing leaders in 2023
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CX Iconoclasts are people who break with tradition by bringing new ideas and new ways of doing things to our attention. These short extracts from the full discussions cover some great sales and marketing views on the future of customer experience strategies and tactics in the digital age. Richard Owen’s four guests in this short video are: Bill Bin…
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The best CX Iconoclast advice from three marketing thought leaders in 2023
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CX Iconoclasts are people who break with tradition by bringing new ideas and new ways of doing things to our attention. These short extracts from the full discussions set out some fascinating marketing-centric views on the future of customer experience strategies and tactics. Richard Owen’s three guests in this video are the famous marketing cartoo…
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Unveiling the Conga Way with Chris Bishop, Chief Customer Officer
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CX Iconoclasts are people who break with tradition by bringing new ideas and new ways of doing things to our attention. Join us in this captivating episode as we delve into the remarkable journey of Chris Bishop, Chief Customer Officer at Conga, a trailblazer in revenue lifecycle management software. From Advocacy to Data Science Mastery: Conga's E…
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Best CX Iconoclast advice from seven top thought leaders in 2023
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CX Iconoclasts are people who break with tradition by bringing new ideas and new ways of doing things to our attention. Where better to find such thinking than from major thought leaders and academics, who do not have to live with the restrictions imposed by quarterly business targets and results. These short extracts from the full discussions set …
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Best CX Iconoclast advice from four business leaders in 2023
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2023 was a great year for our CX Iconoclast podcast Richard Owen interviewed many business leaders, and we have picked out some highlights in these short videos. You will get interesting and entertaining advice in these clips from Mark Templeton (Citrix), David Tudehope (Macquarie Telecom), Tom Monahan (CEB), and Steve Byrne (Travel Counsellors). R…
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Today, we sit down with Joe Wheeler, the author of the insightful book “The Digital First Customer Experience.” We dive deep into the design strategies used by top brands like NIKE, Amazon, and Starbucks, and how these strategies have evolved to meet the demands of an increasingly digital marketplace. Highlights: Insights from “The Digital First Cu…
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Ralph Oliva & Liam Fahey - How B2B Marketing Gets Intensely Personal
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Today's conversation explores several key themes, including the intensely personal nature of B2B relationships, the impact of generative AI on the buying process, and the many changing roles in today's corporate landscape. Richard Owen, Liam Fahey and Ralph Oliva delve into the evolving nature of B2B marketing within various industries, particularl…
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Tom Fishburne - Humor as Tool for Reflection and Change in Business
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Have you ever experienced something like “marketing funnel vision?” Been trapped in a “sub-silo?” Feared a case of “data-blindness?” What a relief to laugh at the challenges of business, which is what cartoonist Tom Fishburne helps us do. Tom Fishburne took an unconventional career path, which might be true of all cartoonists. He started cartooning…
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Mark Templeton – “CX Washing,” Culture, and the Holy Grail of Customer Experience
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Why do only software companies and drug dealers call their customers “users”? Has “CX washing” diluted to overall impact of CX in the business world? Why do so many acquisitions fail to consider the customer experience? And could OCX Cognition really be in pursuit of the “holy grail” of CX? Just a few of the questions our guest, former Citrix CEO M…
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Steve Byrne – Linking Innovation to Purpose and Strategy
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Our guest Steve Byrne would almost certainly not have a business to run if it weren’t for the differential power of the customer experience. He’s the CEO of Travel Counsellors, a company that works hard to live by its own rules and to do right by every person involved in its value chain – customers, employees, and partners. Steve had a lot to say a…
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Peter Fader and Daniel McCarthy – Customer Value, Disclosable Metrics, and Data to Guide Change
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Our guests today are business partners and academic collaborators: Peter Fader and Daniel McCarthy. Their entrepreneurial and academic pursuits are intertwined in interesting ways. On the entrepreneurial side, they co-founded a predictive analytics firm, called Zodiac, that they sold to Nike in 2018, and now they are co-founders and directors of Th…
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Bill Binch – Sales Success, Data-Driven Insights, and Ideal Customers
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When the customer experience is poor, should the sales team take the blame for failing to consider the long-term health of customer relationships? Not so fast, says our guest Bill Binch, a sales leader at some of the tech industries fast-growing companies. It’s a bit more complicated than that, and if you’re a leader whose role include ensuring tha…
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David Tudehope – Customers as the Best Guide for Innovation and Change
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In any successful industry, leaders must answer an existential question: How do you evolve and adapt as the world around you changes? Our guest David Tudehope, CEO of Australia’s Macquarie Telecom Group, looks to customers to as the ultimate guide. In doing so, he takes a very unusual approach in an industry known for its poor customer experience. …
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Michael Schrage – Delivering on the Value of What You Measure
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How do you know you’re getting value from your investments in innovation? Our guest Michael Schrage got that same urgent question from his students and clients: In response, he’s become laser focused on measurement, and his thinking has deep applicability to CX. Michael is a researcher at MIT’s Media Lab and a Visiting Fellow in the Imperial Colleg…
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Paul Marsden – Technology, Customers, and Core Human Needs
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What on earth makes your customers tick? That’s easy, according to our guest Paul Marsden, because it’s the same for everyone. And CX leaders would do well to keep the three core needs of fellow humans. Paul Marsden, CPsycol, is a consumer psychologist who helps businesses understand consumers. The conversation in this episode covered a lot of grou…
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Richard Watts – CX as a Common Language for Boards, Leaders, and Employees
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Does your company mourn the loss of customers as much as it celebrates their acquisition? It should, and it should back up that grief with resources to stop a repeat, says our guest Richard Watts. Richard Watts serves on several boards, including the board of Farmers Insurance, where he’s on the audit committee. It’s a sensible follow-on to his 33 …
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Feeling threatened by an upstart competitor -- or the looming possibility of one? Don't fight back using the same CX practices that got you where you are, urges our guest Martin White. Before he founded his consulting firm Blackwood86, Martin White was CMO at MS Amlin, and before that he held executive and leadership roles in the financial services…
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No episódio de hoje conversamos com Rogério Carvalho, diretor de curadoria dos palácios presidenciais sobre os ataques iconoclastas ocorridos no dia 8 de janeiro, sobre educação patrimonial e estratégias de conservação continuada.저자 Clara Habib
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Angela Vargo - Transparency and Information as the Key to CX
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Sometimes, it’s unexpectedly good news for all involved when technology limits the role of people play in the customer experience. But during times of unavoidable glitches in the customer experience, humans are critical, says our guest, Angela Vargo, VP of Marketing at Breeze Airways. Breeze calls itself America’s newest and nicest airline. With a …
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Will AI put CX leaders out of work? Nope, but it should prompt a fundamental reimagining of the discipline, says our guest Erik Brynjolfsson. What’s at stake? “The companies within each industry that are using digital assets effectively are pulling away from their competitors,” he explains. Erik is a professor at Stanford as well as a Senior Fellow…
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Tom Monahan – Customer Experience as a Means, Not an End
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Most companies today don’t have any tangible value, points out our guest Tom Monahan. It’s all concentrated in relationships with customers and the experiences companies provide. Tom Monahan led CEB for decades, developing a compelling suite of research, benchmarks, and decision-support tools and services and eventually selling the company to Gartn…
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Should you be worried about loving your customers? Or working to make your customers love you? Our guest Andy Lark has a simple answer: No. Andy Lark, a CMO and chief customer officer several times over, thinks critically and creatively about brand, customer experience, and the trends affecting business today. Today, Andy is CMO at Dubber, world's …
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If you’re exhausted by traditional approaches to CX, impatient with the stunning lack of progress in the field, and done re-hashing the “best practices” that don’t change anything, you’ve found your podcast. Here’s what we know: Companies gain competitive advantage through exceptional customer experience, and customer insights are the best decision…
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No episódio de hoje, Daniele Machado atua como host e entrevista Clara Habib (coordenadora do Projeto Iconoclasta) e Vera Beatriz Siqueira (sua supervisora). As entrevistadas falam sobre o artigo: "Iconoclastia e Estereótipo: retratos da destruição do patrimônio público do Rio de Janeiro". Links para os artigos citados no episódio: "Iconoclastia e …
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Nesse episódio conversei com o professor Arthur Valle sobre iconoclastia religiosa, mais especificamente sobre os ataques a templos e imagens de religiões afro-brasileiras. Artigo "Religiões Afrobrasileiras, Cultura Visual e Iconoclastia": Religiões Afrobrasileiras, Cultura Visual e Iconoclastia Palestra "Arte sacra afro-brasileira frente à iconocl…
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Vandalismo ou Iconoclastia? O caso da Fonte Ramos Pinto
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No episódio de hoje debatemos o conceito estereotipado de “vandalismo” a partir de uma conversa com o Dr. Rafael Cardoso Artigos citados no episódio: "Vandalismo ou iconoclastia? A fonte Ramos Pinto, no Rio de Janeiro": https://www.e-publicacoes.uerj.br/index.php/concinnitas/article/view/63196 "Churrasquinho de Borga Gato": https://www.revistapesso…
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On this episode of The Introverted Iconoclast, I sat down with David Wood. David Wood left his cushy Park Avenue job 20 years ago to build the world’s largest coaching business. He became #1 on Google for “life coaching,” serving an audience of 150,000 coaches, and coaching thousands of hours across 12 countries. David coaches business owners, exec…
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Construção e desconstrução de monumentos públicos no Rio de Janeiro
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Nesse segundo episódio do Projeto Iconoclasta, contamos com a colaboração do professor doutor Paulo Knauss para um bate-papo sobre os usos e "contrausos" dos monumentos públicos. Sobre a performance "Devolta" (2020) de Diambe da Silva: http://cargocollective.com/diambe/Devolta Para acessar os trabalhos do Prof. Dr. Paulo Knauss: https://independent…
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Neste episódio de apresentação, a professora Clara Habib explica os conceitos de iconoclastia e vandalismo, analisa a dimensão histórica da iconoclastia e suas motivações.저자 Clara Habib
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On this episode of The Introverted Iconoclast, I sat down with Roman Prokopchuk. Roman is a first generation Ukrainian immigrant, foster parent, fellow podcaster, and a digital marketing expert. We had an eye-opening discussion about the foster care system and the angelic work that he and his wife have chosen to purse - giving children hope. Roman …
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On this episode of The Introverted Iconoclast, I sat down with my great friend Rob Lee. Rob is the co-founder and CEO of the cybersecurity firm Dragos, which among a variety of things, has the most impactful slogan I have ever seen: “Safeguarding Civilization”. Furthermore, it couldn’t me more accurate. Rob and his team, simply put, protect our way…
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On this episode of The Introverted Iconoclast, I sat down with Steve Sims. Steve looks like the perfect hybrid of a character straight out of a Guy Richie movie and a Harley Davidson TV commercial. But underneath that surly facade, Steve harbors some deep wisdom and an unapologetic resolve that is, quite frankly, very refreshing. I can see why peop…
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On this episode of The Introverted Iconoclast, I sat down with Donnie Boivin, the original badass success champion. I gotta say, this ranks as one of my all time favorite interviews for a couple of reasons: First, Donnie and I literally didn’t even exchange an email directly before meeting for this interview but as you will hear, we got along like …
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The Wisdom Sessions - Surviving and thriving in an entrepreneurial family - Part 1
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Welcome to the Wisdom Sessions - free form conversations and monologues created on Wisdom, a social audio platform and app.(https://joinwisdom.audio/theintrovertediconoclast) In this episode, my partner in crime, wife, and best friend, Brandy, recount our experience over the years of managing life, love, family, and entrepreneurial endeavors and ad…
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The Wisdom Sessions - Dig the well before you are thirsty
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Welcome to the Wisdom Sessions - free form conversations and monologues created on Wisdom, a social audio platform and app.(https://joinwisdom.audio/theintrovertediconoclast) In this episode, I explore the concept of looking for a renewable resource for inspiration, motivation, love, and well-being before frustration, animosity, and panic sets in w…
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Noah Healy is a professional algorithm developer and recreational mathematician (and he might just be an introvert) who has become an expert on game theory and designing marketplaces. Building on breakthroughs merging physics and mathematics in the 20th century, he has developed a patent pending system to supersede commodity markets. We talk about …
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The Wisdom Sessions - CBDCs (Central Bank Digital Currencies) - What can we expect?
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Welcome to the Wisdom Sessions - free form conversations and monologues created on Wisdom, a social audio platform and app.(https://joinwisdom.audio/theintrovertediconoclast) In this episode, I explore the intriguing, albeit ominous, topic of CBDCs (Central Bank Digital Currencies). This "centralized" digital monetary system, that promises to be an…
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