Augie Ray

Background

About Augie Ray

30 years on the leading edge of customer experience and digital transformation Recognized authority in customer experience strategy, execution, and measurement Trusted adviser of senior executives, influencing change in Fortune 500 enterprises Effective business leader, having run a profitable P&L with growth of revenue and margin Leader of remote and co-located teams with high performance and low attrition Capable mentor and developer of talent Effective communicator in person, text, and video to audiences large and small. As a VP of customer experience (CX) and Gartner Fellow, I help senior leaders from Fortune 500 firms understand what CX is, what it takes to succeed, how to measure results, and how to make CX matter to all stakeholders. I offer valued guidance to more than 250 clients a year, providing actionable advice on Voice of Customer (VoC), customer satisfaction (CSAT), Net Promoter Score (NPS), persona development, customer journey mapping, org design, and innovation. My clients include Chief Experience Officers (CXO), Chief Marketing Officers (CMO), and other senior leaders at global enterprises. Before my current research position, I implemented successful CX, VoC, social media and marketing programs and led highly engaged teams, both co-located and remote around the globe. My experience includes: Leading a global VoC and CX team at American Express, including the creation of an intranet site and newsletter that vastly improved engagement with customer feedback. Leading the social business and collaboration team at USAA, which deployed social communities that delivered demonstrable ROI in their first year. Leading an experiential marketing group at a mid-sized agency that significantly grew revenue over 100% in three years while improving margin Presenting keynote sessions at dozens of social media, marketing, and customer experience conferences. Authoring a blog dedicated to customer experience, marketing, and social strategy that has collected over 2 million views I am using this medium as an opportunity to test ideas and move research forward. Because the content I posted here does not undergo our standard editorial review, all comments or opinions expressed hereunder are mine and do not represent the views of Gartner, Inc, its subsidiaries or its management.