Augie Ray

Augie Ray

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

“The Customer is always right.” As a customer experience (CX) professional, I’ve heard that maxim quite a lot. The well-worn adage has never been entirely correct. The customer can be wrong, and knowing when and how to identify and manage that situation requires brands to recognize the distinction between being

Cut and paste ad template: “<Insert Brand Here> has been here for <you/your family/your business> for <Insert number> years, and we’re here for you today during these unprecedented times. Our commitment to our customers and employees has never been greater. At our core, our company has always been about people, and that fuels our belief

Marketers are typically an optimistic bunch. But this year, they must be careful not to expect and plan for a rapid COVID-19 recovery. According to economists, infectious disease experts, and data modelers, we won’t truly be in recovery and a return to normal (or “new normal”) for some time. Before

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