Augie Ray

Augie Ray

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

Is there any business catchphrase more ubiquitous nowadays than “digital transformation”? Everyone craves the agility, innovation, relevance,  engagement, reputation, loyalty, and brand advocacy that digital transformation promises. But how many are willing to do what it takes to achieve the sort of digital transformation that matters? If your organisation wants a meaningful digital

future, prediction

As an analyst covering customer experience, I am often briefed by multichannel, personalisation, and marketing automation platforms. Many promise to help brands improve their customer experience by identifying and executing the “next best action” for each of their individual customers. The idea, in theory, is that your brand can improve its

IKEA furniture assembling

The business world loves easy answers, but the secret to success is often shrouded in nuance. Take the current trend in customer experience (CX): Effortless and frictionless experiences. In a world of “unexpectedly high call volumes,” complicated return policies, and mobile apps that make us want to hurl our phones,

Case studies. Everyone craves them. But are they success guideposts to follow, or might they have the power to mislead us? The lure of case studies is that they offer us peeks at others’ success, providing useful models or best practices to follow. But I’ve always feared that case studies can give something a

Many companies are striving to launch customer experience (CX) programs that will improve their growth, margin, and customer retention. In working with our clients, one of the challenges we see is a tendency to view CX as a tactical effort–something designed to seek out and resolve customer annoyances, particularly in customer

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

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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