Augie Ray

Research Director

Augie is a Research Director covering the customer experience (CX) for marketing leaders. His particular areas include analytics and measurement, the role of social media and word of mouth (WOM), aligning CX to organizational missions and objectives, voice of customer (VoC), and organization and governance. Augie is an early adopter, beginning his digital career as a Prodigy Community Manager in 1993.

Previously, he led all social media activities at the financial services firm, USAA. More recently, he directed American Express’s Voice of the Customer strategy and action, focusing on ways to encourage more use of customer feedback (surveys and complaints) to drive CX improvements.

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Augie Ray Gartner

Top 5 Challenges That I Help Clients Tackle

  1. What’s the role of social media and WOM in customer experience?
  2. What’s the most effective way to launch and enhance my customer experience management (CXM) program?
  3. How should marketers craft their customer experience objectives and measurements?
  4. What’s the best way to leverage customer feedback through VoC programs?
  5. How can marketers’ guide and influence the customer experience across functions in the organization?


American Express

Director, VoC Customer Experience Action


Executive Director, Community and Collaboration

Prudential Financial

Director, Social Media Strategy

Forrester Research

Sr. Analyst, Social Computing

Latest Posts


Two Marketing Trends Marketers Will (Probably) Get Wrong in 2017

Which marketing trends are right for your brand? Here are three questions to help you find out.

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Three Simple Actions To Improve Customer Experience in 2017

There are simple (but not necessarily easy) actions you can take to ensure you will improve your brand's customer experience. 

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What Marketers Can Learn About Customer Experience From Santa Claus

Marketers can learn from the enduring legacy of Santa Claus. Provide the right customer experience, and it will be Christmas every day for your brand.

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