Hi, this is Greg Kielstrom. Welcome to the Agile World Podcast, where we discuss customer experience, employee experience, and transformation in an agile age.

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My name is Greg Kielstrom, and I'm the host of the Agile World Podcast.

Today we're going to talk about how to focus on customer experience and what that means within

an organization.

While it's often said that everyone in a company has a role in customer experience,

my guest today would say that while that's true, if you don't have people whose role it is to focus

on CX specifically, your organization can't truly be successful at it.

Tell me discuss this topic.

I'd like to welcome Augie Ray,

VP of customer experience at Gartner.

First, why don't you tell me a little bit

about your background and what you do at Gart Sure. It's wonderful to be on with you today. Thanks.

So I've been a gardener for about four years. We are a research and advisory firm and I focus on helping clients to understand what CX is and how to do it right.

Prior to that I was at American Express where I was the Director of Customer Experience Action and I've been lucky enough to work at a couple of firms that have customer experience

such as USAA.

so I bring a lot of background in voice of customer experience.

...