Augie Ray

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.
Read More Read Less
Tuesday, 19 May, 2020 / 10:15 AM - 11:00 AM BST
Signature Series: Gartner 2019 CX Management Survey - What Works for Customer Experience?

Customer experience can take a variety of shapes and sizes at different firms, but marketing leaders often struggle to understand what works and what does not. Gartner's 2019 study of those who manage or are involved with CX reveals the practices most often associated with CX success. In this session you will learn:

- What practices are associated with measurable CX success
- The importance of knowing the relationship between customer satisfaction and business outcomes
- The impact of tech adoption on CX results

Tuesday, 19 May, 2020 / 12:00 PM - 12:45 PM BST
Ask the Expert: Harnessing the Power of Your VoC Program

With the rising importance of VoC in CX management, marketing leaders are increasingly engaging vendors and platform solutions to help them listen to and analyse customer feedback. This session will help CMOs and marketing leaders to ask questions about VoC practices involving survey design, the value of relationship and transactional surveys, and the democratization of VoC data.

Tuesday, 19 May, 2020 / 02:15 PM - 03:00 PM BST
Ask The Expert: Operationalize Customer Experience Personas

It’s hard to design something for someone you don’t know. Personas humanize our customers, making it easier for everyone in an organization to realize exactly who they are building for or supporting within an experience. In this session, we will discuss key components of personas and how to enable key stakeholders to leverage CX personas and insights in their projects.

Tuesday, 19 May, 2020 / 04:15 PM - 05:00 PM BST
CMO Story: How CMOs Launch and Lead Customer Experience

As CMOs are held more responsible for growth and retention, they are turning to Customer Experience to optimize the end-to-end journey and deliver business results. To succeed, CX requires different skills, goals, measures, and processes from more traditional marketing endeavors. In this session you will learn :

- How CMOs can launch a CX program that gains influence throughout the organization
- How a CX vision gives CMOs the opportunity to engage peers in meaningful discussions
- How to balance your short-term financial metrics with customer-centric leading measures of future success

Meet the experts face to face.