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 centricityHow Amex used NPS to make the business case for CXKeys to USAA’s recognition as a CX leaderWhy employee onboarding is so critical to successful CX organizationsThe ROI of CX - What the research saysThe financial benefits and “secondary benefits” of CXWhy do CX practices struggle?Latest Gartner Reserach: The 3 Primary Drivers of CX SuccessMEET AUGIEAugie 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. Contact me if: You have feedback you'd like to share about the podcast You would like to be a guest on the show You would like to book me on your show Email me at mark@empoweredcx.com