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Augie Ray

Research Director
Augie Ray is a Research Director covering customer experience (CX) for marketing leaders. His particular topic areas include the CX strategy and governance, the Buy/Own/Advocate customer journey, Voice of Customer (VoC) and survey...
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Blog

United Airlines and the Dollars and Cents of Customer Experience

Augie Ray | April 11, 2017

We have all seen the video of the bleeding man being dragged from his United Airlines flight. We’ve seen all the social media rage. We’ve endured debates over whether it was the fault of employees, poor corporate policies, an unruly…

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The Disease of (and Cure for) Marketers Thinking Like Marketers

Augie Ray | April 07, 2017

“You’re thinking like a marketer.” Do you see that as a compliment? Or a caution? I believe marketers, like all humans, can get in the rut of thinking about their own problems and goals, and it causes them to lose…

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Yet Another Wake-Up call: Marketing, Growth, and Customer Experience

Augie Ray | March 30, 2017

My peer, Jake Sorofman, recently wrote a smart blog post about the latest wake-up call for CMOs. It seems chief marketing officers have needed a lot of these arousing calls in recent decades–digital was said to be wake-up call, and so was…

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Customer Experience, Innovation and the Slow Death of Famed Brands

Augie Ray | March 22, 2017

This week, Sears reported that it has “substantial doubt” about its ability to stay in business unless it can borrow more and tap cash from more of its assets. The retailer has been a bricks-and-mortar cautionary tale for so many years, you…

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Being Customer First At The Upcoming Gartner Digital Marketing Conference

Augie Ray | February 18, 2017

What does it mean to be “customer first,” and how can companies adopt a more customer-first mindset? That is the focus of one of the tracks at the upcoming Gartner Digital Marketing Conference, May 10 to 12, in San Diego.…

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Valentine’s Day: A Day For Love, Brands and Customer Experience

Augie Ray | February 14, 2017

Happy Valentine’s Day! Today is a day to ponder the nature of love, which makes it the perfect day for marketers to consider customer experience. After all, the Buy/Own/Advocate customer journey model contains a stage for Love. Love is what…

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The Long and Dangerous Customer Experience Road For Revolutionary Hardware and Devices

Augie Ray | February 01, 2017

Being an early adopter has its drawbacks, but it provides one an interesting lens through which to view the customer experience challenges of truly revolutionary products. Consumers’ rapid and eager embrace of Facebook, Instagram and Snapchat have lured marketers and…

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Ten Maxims of Customer Experience

Augie Ray | January 24, 2017

Ten simple truths about customer experience (with links to relevant blog posts and subscription research reports from me and my peers on the Gartner for Marketing Leaders team): Whether or not you plan for it, your brand provides a customer…

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What Brands Do You Love? A Quick Customer Experience Exercise

Augie Ray | January 19, 2017

What brands do you love? Stop. Make a list. Write them down or type them out, then continue reading. — — — Did you do it? I’m serious. Here’s a free and immediate online notepad you can use if you need…

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

Augie Ray | December 30, 2016

It is the end of the year, and that means every marketers’ inbox and LinkedIn feed are full of articles promising the top marketing trends for 2017. Many of the same authors, blogs, and agencies that told you that Facebook…

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