Understanding Bias in Customer Experience Strategies

In this episode of #Hashtags, Gartner analyst Augie Ray discusses how to consider customer attrition throughout the end-to-end journey. By assessing not just where customers are lost but the cost of that loss as well, CMOs can best identify the touchpoints where customer abandonment most harms business outcomes. Doing so permits them to proactively work to prevent churn or to monitor for signals to reactively prevent attrition, delivering growth and improved lifetime value.

Augie Ray is a Gartner Vice President Analyst covering customer experience (CX) for marketing and CX leaders. His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of the customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the importance of word of mouth (WOM) in CX, persona development and marketing's role in corporate social justice initiatives.