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.
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Tuesday, December 01, 2020 10:30 AM|Tuesday, December 01, 2020 11:15 AM
Ask the Expert: Harnessing the Power of Your VoC Program

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

Tuesday, December 01, 2020 12:45 PM|Tuesday, December 01, 2020 01:30 PM
Signature Series: What Works for Customer Experience: Results of Gartner's 2019 CX Management Survey

Customer experience can take a variety of shapes and sizes at different firms, but CX 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

Wednesday, December 02, 2020 08:45 AM|Wednesday, December 02, 2020 09:30 AM
CMO Story: How CMOs Launch and Lead Customer Experience

CMOs are increasingly looking at how to optimize Customer Experience to maximize customer growth and retention. Leading CX requires a different set of skills, goals, measures, and processes.

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 short-term financial metrics with customer-centric leading measures of future success

Meet the experts face to face.