Biographical Information
R “Ray” Wang is the principal analyst, founder, and chairman of Constellation Research. He is the author of the business strategy and technology blog “A Software Insider’s Point of View.”
Articles for R "Ray" Wang
Automation Is the Future of CX
27 Jul 2020
Why every enterprise will design for self-driving, self-learning, and self-healing sentience
The Next Step in CX: Ambient Experiences
01 Oct 2019
Customers will soon expect real-time experiences that are automatic, natural, unique, and contextually relevant
With B2B Marketing, It’s Back to the Basics
01 Nov 2018
Time to kill your martech stack—or at least simplify your approach
The Future of CX Is Orchestrated Engagement
31 Jul 2017
Forward-thinking companies must find ways to make the cacophony of customer experience technologies play together
Artificial Intelligence Powers the Future of CX
01 Feb 2017
AI-driven smart services will make all of our customer journeys seamless
Digital CX Goes to the Movies
02 Feb 2016
To picture customer journeys in the Internet of Things era, start thinking in settings and scenes.
Designing the Digital Customer Experience
01 Oct 2015
The future of CX? Customer segments of one
7 Lessons to Learn in the Digital Shift
01 Mar 2015
Focus on relevancy to build loyalty and authenticity.
Why the Battle for Identity Will Affect Customer Experience
01 Dec 2013
Merging identities across environments is no easy task.
The Evolution of Social CRM
01 Sep 2011
Early adopters must build trust and community
Stand Up for Your Rights!
01 Sep 2009
How to ensure the software you use isn't abusing you in the process.