Augie Ray

Augie Ray

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

Marketers and others are struggling during the COVID-19 pandemic. They know customer needs and demands are high. And they know their brand should have a voice to help and comfort customers. But with the situation changing rapidly and emotions running high, it can be a struggle to know what to

Like everyone else, marketing and communication professionals have had a challenging few weeks. As the pandemic expands, marketers and customer experience professionals have done their best to keep up with and bridge swiftly shifting consumer and brand needs.We rapidly transitioned from a period when brands debated if they should communicate about

The SARS-CoV-2 virus and COVID-19 disease are increasingly making headlines. As you are no doubt aware, the number of known and reported cases will surpass 80,000 today, and more than 2,600 have been killed by the disease. While the first priority is health and safety, CX leaders must give consideration to how

CX

Year-end articles and blog posts about hot trends are popular. People enjoy reading speculative predictions, and writers are happy to collect the clicks earned by lofty and alarming statements about the pace and breadth of change. Since both writers and readers love them, the annual slew of CX predictions are

Customer loyalty

Customer experience (CX) leaders are called upon to lift customer loyalty, which, of course, means they have to measure loyalty. There are two broad ways to measure customer loyalty: Attitudinal measures and behavioural measures. Too often, CX leaders lean on one or the other, but delivering reliable CX results requires

An apple sitting next to an orange

Virtually every customer experience (CX) leader struggles with one common issue: How do I acquire the attention and commitment I need from bosses and peers? How do I get them to care so that the CX program can secure the necessary budgets, collaboration, and resources? Nominate today for the Which-50

I generally hate blog posts and articles that suggest there is a single trick, hack or tip that can change your world. (I swear if I see one more headline promising the one habit that can turn me into Jeff Bezos or Warren Buffet, my head will explode.) But, there

Lately, I’ve been thinking a lot about the language of customer experience. I have hundreds of conversations with clients every year, and my job is to efficiently get to the heart of a CX problem and expeditiously offer practical guidance. My advisory sessions start with clients describing their CX goals or

In part one of this blog post, we explored how the language of marketing and business pervades our work lives and discourages the customer centricity our organisations seek. For example, at work, we use language like “content” and “engagement,” but at home, have you ever said “I saw some good content

“We want to become a more customer-centric organisation.” As a customer experience researcher and advisor, I hear that phrase every single week. I suspect you may, too. Achieving this is, of course, important for brand health and financial success. Customer-centric organisations are eating the world. Amazon, which seeks to “become Earth’s