Author: Augie Ray

VP Analyst - Gartner: Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Three common and enormous mistakes companies make with Customer Experience (CX) programs

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This article was originally published on Gartner’s blog. Published on CXFocus with permission. Many companies have embraced the concept of customer experience (CX), but relatively few organisations have achieved mature, self-sustaining CX programs that enable enterprise-wide customer-centric culture and significantly improve customer satisfaction, loyalty, and advocacy. As with any business discipline, there is plenty of devil in the details to get CX right, but I am often surprised by the big ways companies undermine their CX outcomes from the start. I will share three significant ways organisations may seed the eventual downfall of their CX programs in their early days.…

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