#38: The ROI of CX and Drivers of Success with Augie Ray, Gartner VP, Analyst

Augie Ray is a foremost CX thought leader, speaker, and research at one of the world’s most respected research firms, Gartner. He’s had a leadership role in CX practices at CX leading brands such as USAA and American Express. This episode is loaded with gems for business leaders who know the importance of putting the customer experience at the center of your corporate strategy. In this episode (we covered a lot so there are a lot of gems): Common obstacles that hijack customer centricity How Amex used NPS to make the business case for CX Keys to USAA’s recognition as a CX leader Why employee onboarding is so critical to successful CX organizations The ROI of CX - What the research says The financial benefits and “secondary benefits” of CX Why do CX practices struggle? Latest Gartner Reserach: The 3 Primary Drivers of CX Success MEET AUGIE Augie Ray is a VP, Analyst covering customer experience at Gartner. He advises clients on CX strategy, Voice of the Customer programs, CX organization, personas, customer journeys, and the ROI of CX.  Before joining Gartner, Augie was the Director of Customer Experience Action at American Express, Executive Director of Community and Collaboration at USAA, and managed an experiential marketing agency in his hometown of Milwaukee, WI.  Subscribe to The Delighted Customer Podcast so you don't miss an episode: https://www.empoweredcx.com/podcast Subscribe to The Delighted Customer Newsletter for practical tips and insights: https://www.empoweredcx.com/delightedcustomersnewsletter