Augie Ray

Augie Ray

Augie Ray is the Research Director Covering Customer Experience for Marketing Leaders at Gartner

Megaphone, shouting, marketing, ad blocking

I see a lot of marketers getting excited about voice tech. Let’s stop for a moment to recall how marketers excited about email and social media behaved — flooding your inbox and newsfeed with ads. Now imagine every brand in your life getting access to your Alexa or Home. “It’s

In the two years I’ve been at Gartner, I’ve had hundreds of calls and meetings with clients about customer experience (CX), and I am regularly struck with how misunderstood it remains. CX is a hot topic in business today, which is evident not just from the many articles and blog posts

Photo by Gus Ruballo on Unsplash

You likely hear a lot about customer experience these days. Business media is full of articles about CX, and the data we collect at Gartner demonstrates that CX metrics are among marketers’ most important. In addition, business leaders tell us they are investing more in customer experience. But why? Why is

I read a lot of articles every day about the future of customer experience (CX) and how cutting-edge technology is about to change the world for every marketer. A lot of folks are eager to tell you what your brand should—no, must—do to prepare for the future. The future of

Customer Experience

My peers and I on the Gartner for Marketing Leaders team are planning a new primary research study to learn how marketers are approaching, measuring and executing their customer experience (CX) management programs. One of the challenges we have had to address is how to distinguish those professionals who lead

voice of the customer

Voice of the Customer (VoC) programs collect direct, indirect and inferred data about your customers so you can better understand your product, services, and experiences from the customers’ perspective. This is what makes VoC data so different (and so valuable) from most, if not all, of the other data your

United Airlines

We have all seen the video of the bleeding man being dragged from his United Airlines flight. We’ve seen all the social media rage. We’ve endured debates over whether it was the fault of employees, poor corporate policies, an unruly passenger or bad judgment on the part of a police


“You’re thinking like a marketer.” Do you see that as a compliment? Or a caution? Marketers, like all humans, can get in the rut of thinking about their own problems and goals, and it causes them to lose sight of what matters: the customer. In so doing, they also neglect


This week, Sears reported that it has “substantial doubt” about its ability to stay in business unless it can borrow more and tap cash from more of its assets. The retailer has been a bricks-and-mortar cautionary tale for so many years, you can be excused if you thought this was old news.

Amazon Alexa

Being an early adopter has its drawbacks, but it provides one an interesting lens through which to view the customer experience challenges of truly revolutionary products. Consumers’ rapid and eager embrace of Facebook, Instagram and Snapchat have lured marketers and other business leaders into expecting swift adoption curves for each