During the May 26 session titled, “Today’s Personalization is Broken. Learn the Breakthroughs that Work!” at the 9th annual Loyalty Expo, presented by Loyalty360 – The Association for Customer Loyalty, Ernan Roman, President, ERDM Corp. talked about the current state of customer experience and personalization among loyalty marketers.
Roman’s findings were based on learnings from more than 15,000 hours of Voice of the Customer interviews.
“The perception is we’re just putting lipstick on a pig,....