Ernan Roman

Don’t Be Shy: Explicit Customer Data Essential For CX Success

Article by Ernan Roman Featured on CMO.com A full 96% of digital marketers say personalization advances customer relationships, according to a new study from Evergage and...

Does Your Hi-Tech Translate to High-Value CX? Use AI to Build Relationships

According to Wharton marketing professor Jonah Berger, “Many industries are in the early stages of integrating technologies...

Does Your Brand Experience Align with Customers’ Voices? Elizabeth Arden Shows How

“Our leaders quickly realized that before we could use digital to transform our customers and the world,...

Dia&Co Chief Answers 4 Questions For Marketing Innovators

Article by Ernan Roman Featured on CMO.com Nadia Boujarwah is the co-founder and CEO of Dia&Co, an in-home shopping experience for women who wear sizes 14...

How You Should Engage at These 7 Points in the Customer Lifecycle

Here’s how Fran Horowitz-Bonadies, chief executive officer, Abercrombie brand/Hollister & Co. describes consumer communication in 2017: “For the past year, we spoke to...

Your Data Is Your Strategic Firewall Against Competition

Article by Ernan Roman Featured on CMO.com “Rivals cannot unlock or simulate your data. Data is the defensible barrier—not algorithms.” These are the words of Andrew...

Webrooming vs. Showrooming: Are You Engaging Both Types of Shoppers?

According to Forrester, “webrooming consumers will bring in $1.8 Trillion in sales in 2017.” ...

TIAA CMO Connie Weaver Answers 4 Questions for Marketing Innovators

Connie Weaver is an expert in brand transformation, customer analytics, and digital strategy. Her approach combines the “art and science” of branding by establishing...

Don’t Take It Personally, But Innovators Are Done With Personas

Article by Ernan Roman Featured on CMO.com “The reason personas failed to achieve true personalization is that they were too simplistic to reflect the unique attributes...

Stop (ONLY) Marketing To Millennials

“There’s both ageism in our culture and ageism in our profession of marketing. But some of it’s not even malicious ageism. Some of it...

DMA CEO Tom Benton Answers 4 Questions For Marketing Innovators

Article by Ernan Roman Featured on CMO.com Tom Benton is CEO of the Data & Marketing Association (DMA). Since becoming CEO in 2014, Benton has led...

Think Experiences — Not Channels — to Connect with Customers

"You can’t have your channels competing against one another ... The goal is to get your organization as a whole to work toward overall...

Don’t Let Irrelevant Messaging Cause Your Customers to Leave. Learn What ULTA Is Doing.

“…It’s worrying how many consumers feel misunderstood and that brands aren’t listening to them." These are the thoughts of Jeremy King, CEO of...

How Dove Engages Customers with Sincere and Authentic Cause Marketing

According to Adam Kleinberg, CEO of Traction, consumers are increasingly skeptical about insincere cause marketing efforts which...

Is Your Brand Committed To A Personalized Customer Experience? (Part 1)

Article by Ernan Roman Featured on CMO.com Too many companies are still struggling to achieve deep and high-value relationships with customers. As a result, churn, attrition,...

Holiday Inn’s Ortiz Answers 4 Questions For Marketing Innovators

Article by Ernan Roman Featured on CMO.com Raul Ortiz is marketing director for the Holiday Inn and Crowne Plaza brands in the Americas. He has oversight...

Are You Delivering Cross-Channel Personalization? Learn What Under Armour and Saks Are Doing Right

There is a chasm between what customers are expecting in terms of personalization and what marketers are providing. According to findings from ...

“Sorry, We’ll Fix It” Seem To Be The Hardest Words

In speaking about the Volkswagen emissions scandal, Johns Hopkins Professor Sylvia Long-Tolbert noted, “I don't think people will be able ...

Citi’s Managing Director, Global Rewards, Answers 4 Questions For Marketing Innovators

As Citi’s managing director, benefits, new product development and global rewards, Mary Hines oversees the growth and development of the company’s ThankYou Rewards loyalty...

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