Learn From the Rise and Fall of Uber’s Customer Experience

By Augie Ray | June 21, 2017

For a private company, we sure know a lot about Uber. We know its meteoric rise to become the most valuable “unicorn” in the world. We know its well-publicized issues with corporate culture. We know Uber has a tremendous void in…


Is Your Customer Experience Program Built to Fail?

By Augie Ray | June 05, 2017

My peers and I on the Gartner for Marketing Leaders team are planning a new primary research study to learn how marketers are approaching, measuring and executing their customer experience (CX) management programs. One of the challenges we have had…


Get the Most From the Actual Voice of the Customer

By Augie Ray | May 26, 2017

Voice of the Customer (VoC) programs collect direct, indirect and inferred data about your customers so you can better understand your product, services, and experiences from the customers’ perspective. This is what makes VoC data so different (and so valuable)…


United Airlines and the Dollars and Cents of Customer Experience

By 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…


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

By 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…


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

By 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…