Beware the Customer Experience Case Study

By Augie Ray | May 21, 2018

Case studies. Everyone craves them. But are they success guideposts to follow, or might they have the power to mislead us? The lure of case...


Leadership’s Essential Role in Customer Experience

By Augie Ray | March 27, 2018

Many companies are striving to launch customer experience (CX) programs that will improve their growth, margin, and customer retention. In...


Our Hellish Voice-Activated Future

By Augie Ray | January 10, 2018

I see a lot of marketers getting excited about voice tech. Let’s stop for a moment to recall how marketers excited about email and social...


Christmas, the Retail Apocalypse and Customer Experience

By Augie Ray | December 22, 2017

Last night I visited a mall. “Four days before Christmas?” you ask. “Are you mad, man?” Maybe, but we found the mall sad...


The Top Zero Customer Experience Trends for 2018

By Augie Ray | December 06, 2017

I love the holidays, but I hate “trend season.” You know, how every blogger, agency, and media site has to publish its forecast for...


Miracle on Customer Experience Street

By Augie Ray | November 29, 2017

As you plan your holiday movie-viewing schedule, make room for the classic film, “Miracle on 34th Street” (the 1947 original, not...


What is Customer Experience?

By Augie Ray | November 01, 2017

In the two years I’ve been at Gartner, I’ve had hundreds of calls and meetings with clients about customer experience (CX), and I am...


No, Every Employee Isn’t a Marketer, Salesperson or Service Rep

By Augie Ray | August 22, 2017

I hate it when I see people say things like “Every employee is a sales person,” “a marketer,” or a “customer...


Different Brands Have Different Reasons To Improve Customer Experience

By Augie Ray | July 20, 2017

You likely hear a lot about customer experience these days.  Business media is full of articles about CX, and the data we collect at...


Your Brand’s Unique Future In Customer Experience

By Augie Ray | July 07, 2017

I read a lot of articles every day about the future of customer experience (CX) and how cutting-edge technology is about to change the world for...