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 media behaved, flooding your inbox and newsfeed with ads. Now imagine every brand in your…


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 and empty. The week before Christmas! I was inspired to write a poem. Please enjoy “A Visit From…


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 the hot trends in marketing and business. I saw a headline today that promised the megatrends…


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 the inferior 1994 version.) Not only is it a terrific and heartwarming movie, but it also contains inspirational lessons to remind you what…


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 regularly struck with how misunderstood it remains.  CX is a hot topic in business today, which…


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 service rep.” The intent may be to emphasize how every employee must be committed to customers and company goals, but…


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 Gartner demonstrates that CX metrics are among marketers’ most important. In addition, business leaders tell us they…


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 every marketer. A lot of folks are eager to tell you what your brand…