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.