Gartner Expert

At American Express, Mr. Ray was responsible for VoC strategy and action and focused on ways to encourage more use of customer feedback (surveys and complaints) to drive CX improvements. He launched a CX Action team and developed a simple WOM program to convert NPS promoters into active advocates on social media. In this role, he evaluated the role of social media listening for VoC purposes and determined that, for his company's unique situation, the benefits did not justify the investment.

At USAA, Mr. Ray led all social media activities at the financial services firm. This included social customer care, social PR, community development and management, and social business. He also led the firm's first-ever social business/sharing economy roadmap, identifying the product lines where peer-to-peer business models were most likely to offer opportunities and challenges. He also coordinated with the marketing department for social media marketing programs. His team launched three communities - for veterans, military spouses, and active service members transitioning to civilian life - and was able to demonstrate positive ROI in the first year.

At Fullhouse, a digital agency based in Milwaukee, he managed the Experiential Marketing team, which grew to almost 50 professionals. His team developed digital experiential programs for marketers that included new and emerging technology, such as websites, email, mobile apps, communities, social networks, apps for tablets and kiosks, augmented reality, games ("advergaming"), and content strategies.

American Express

Director - Voice of Customer Action

USAA

Executive Director of Communities and Collaboration

Fullhouse

Managing Director - Digital Experiential Marketing