Augie Ray is a vice president of research covering customer experience (CX) at Gartner. Before joining Gartner, Augie was the Director of Customer Experience Action At American Express, where he contributed to Voice of the Customer (VoC) and CX strategy. His team executed methods for increasing employee engagement with customer feedback and new ways to encourage brand loyalists to advocate. Prior to Amex, Augie led all social media activities at USAA. This included social customer care, social PR, community development and management, and social business. Augie’s team launched three successful online communities that not only improved customer engagement but also demonstrated positive ROI in their first year of operation.