Many CX programs fail to attain or sustain the kind of commitment and budget they require. The problem is that too few CX leaders know the purpose of their CX program — the essential value it can deliver in terms of retention, growth and customer advocacy. This session will share a data-oriented approach to establishing the business value of your CX program.
Augie Ray
VP Analyst
Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.
Mr. Ray helps CX and marketing leaders to launch and manage successful CX programs, gather and use voice of the customer (VoC) data more effectively, align CX metrics to the right leading indicators of success, and improve the use of customer journey maps and personas. He also offers guidance on the "customer experience pyramid," which helps brands define the experiences that matter more and identify more powerful and innovative experiences.
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Mr. Ray helps CX and marketing leaders to launch and manage successful CX programs, gather and use voice of the customer (VoC) data more effectively, align CX metrics to the right leading indicators of success, and improve the use of customer journey maps and personas. He also offers guidance on the "customer experience pyramid," which helps brands define the experiences that matter more and identify more powerful and innovative experiences.
Monday, 08 June, 2020 / 10:30 AM - 11:15 AM BST
Gartner Keynote: The ROI of Customer Experience — Building a Business Case for Customer-Centric Investments
Monday, 08 June, 2020 / 03:30 PM - 04:15 PM BST
The Buy/Own/Advocate Journey: A Framework for End-to-End Customer Journey Mapping
Understanding the journey your customers want — not just the journeys you provide — is essential for identifying the key challenges and opportunities your CX program must address. Too many journey maps become “wall art” that drive little attention or action. Other journey maps miss the most vital opportunities for innovation. We will share the Gartner Buy/Own/Advocate journey framework that helps direct focus to your most pressing CX opportunities.