Augie is a Customer Experience, digital and social business leader with over 20 years' experience in agencies, research firms & Fortune 200 companies. He ran the B2C side of a mid-sized Midwestern agency, was Forrester's lead analyst in the Bay Area covering social media marketing and managed USAA's social customer care and social business team. His digital experience dates back more than 20 years, when he was a community manager in 1993 for Prodigy Bulletin Boards and live blogged from the Walt Disney World 25th anniversary celebration in 1996 (before it was called live blogging.) More recently, Augie led a team at a financial services firm to develop the firm's first social business strategy, a vision for how social commerce and collaborative economy models will present opportunities and challenges for financial services in the coming decade. Augie blogs at ExperienceTheBlog.com and can be found at @augieray on Twitter. @augieray