Augie Ray
Director - Global Voice of Customer Strategy, Fortune 100 Financial Services Firm | @augierayFor seven years, I have researched, analyzed and blogged about Customer Experience (CX), social media marketing, social business and the collaborative (or sharing) economy. I welcome your feedback on my posts here on Social Media Today or my blog at ExperienceTheBlog.com.
My background includes more than 20 years of experience in digital, brand, customer experience and social business. Currently, I am the Director of Global Voice of Customer at a Fortune 100 Financial Services firm. Prior to this:
- I led social business at USAA, a firm recognized for its innovative use of communities and social customer care within the financial service industry.
- Consulted and published analysis as a Forrester analyst covering digital marketing and social media in the Bay Area.
- Led a diverse $9-million agency team with specialties in digital development, digital experiential marketing and community strategy.
I am passionate about monitoring current trends and understanding what they mean to marketing, product development, customer care and other corners of the enterprise. I continue to evaluate how new mobile and social behaviors and technologies are combining to change fundamental attitudes about the way we select, purchase, consume and share products and services. The future will bring a great deal of innovation that offers opportunities to organizations that are agile and willing to cannibalize their own business models (but it will severely challenge those organizations that cannot.)
61 articles by Augie Ray
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Beware of Virtue Signaling in Brand Communications About COVID-19
March 17, 2020 -
For A Better Customer Experience, Evoke Emotion Rather Than Manufacture It
May 30, 2016 -
Burn It Down, Start From Scratch And Build a Social Media Strategy That Works
Aug. 22, 2015 -
Killing Unicorns: Putting Sky-High Startup Valuations into Perspective
April 14, 2015 -
Why Meerkat and Periscope Will Not Change the World
April 2, 2015 -
USAA: "Purpose" Never Retires
March 17, 2015 -
Seven New Social Media Studies You Probably Won't Hear About at SXSW
March 10, 2015 -
The CX Pyramid: Why Most Customer Experience Efforts Fail
March 3, 2015 -
The Award for Best Social Media Management Software Goes To...
Feb. 24, 2015 -
Social Media Is a Customer Channel Before It Is a Marketing One
Feb. 19, 2015 -
How to Avoid a Fumble With Your Brand's Super Bowl Social Media Engagement
Jan. 31, 2015 -
USAA, Uber and Colorado Embrace the Collaborative Economy
Jan. 13, 2015 -
What 2014's Ugly Social Media Stock Performance Means for the Future
Jan. 4, 2015 -
5 Tips to Help CMOs Improve Social Media ROI in 2015
Dec. 25, 2014 -
Why an Uber Decline May Be Good for the Emerging Collaborative Economy
Nov. 24, 2014 -
Firms That Transformed in the Internet Era to Prepare for the Collaborative Era
Sept. 3, 2014 -
What Marketers CANNOT Learn from the #IceBucketChallenge
Aug. 26, 2014 -
Customer Loyalty Won't Save Your Company From the Collaborative Economy
Aug. 12, 2014 -
New (and Very Old) Consumer Attitudes Support Rapid Growth in the Collaborative Economy
Aug. 6, 2014 -
Old, New, Newer, and New Newer: The Past, Present, and Future of the Collaborative Economy
Aug. 4, 2014 -
United Breaks Another Guitar and the Social Media Hype Cycle Comes Full Circle
June 5, 2014 -
Six Easy Questions to See If You Suffer From Social Media BS (Brand Schizophrenia)
May 13, 2014 -
The Problem With Social Media Case Studies
April 4, 2014 -
What If Everything You Know About Social Media Marketing Is Wrong?
April 4, 2014 -
The Mind-Boggling Lunacy of People Impressed with Esurance's Super Bowl Campaign
Feb. 11, 2014