Whitepaper: 24 Tips for CX Innovation

Extensive Voice of Customer (VoC) research conducted by our firm, ERDM, for clients such as IBM, Microsoft, Gilt, QVC, Shinola and HP, indicates a high level of BtoC and B2B frustration with the poor quality of today's personalization, CX and lifecycle engagement.

Given this frustration, and in spite of data privacy concerns, customers are willing to provide deep B2B or B2C information to drive proactive, explicit personalization. This is a major opportunity for marketers to enrich traditional implicit, inferred data, with self‐defined, explicit human data.

This whitepaper, 24 Tips for CX Innovation, is based on findings from over 16,000 hours of in‐depth VoC research interviews we have conducted.

To download the Tips, simply click on this link.

We hope these insights will help accelerate your CX success.

With best wishes,
Ernan Roman