S2 | Episode 75: Focusing on Customer Experience with Augie Ray, Gartner
About the Episode
Today we’re going to talk about how to focus on customer experience and what that means within an organization. While it’s often said that everyone in a company has a role in customer experience, my guest today would say that, while true, if you don’t have people whose role it is to focus on CX specifically, your organization can’t truly be successful at it. To help me discuss this topic, I’d like to welcome Augie Ray, VP of Customer Experience, Gartner.
About Augie Ray, Gartner
Augie Ray is a VP, Analyst of Customer Experience (CX) at Gartner. He offers actionable guidance to clients on topics of CX strategy and governance, Voice of Customer programs, persona and journey map development, and methodologies to measure and validate the ROI of customer-centric decision-making. Prior to Gartner, Augie was the Director of CX Action at American Express, oversaw social media strategy at two Fortune 500 companies, and led an experiential marketing team at a midwest marketing agency.