Personalized Experience

Breakthroughs in Crossing the CX Chasm by Engaging Customers at 7 Critical Points in their Lifecycle

Monday October 8th, 2018 • 1:35 pm - 2:15 pm • Room 113

DMA Hall of Famer, Ernan Roman, president of ERDM Corp., will share powerful research findings which have emerged from CX research his firm conducts for brands such as IBM, HP, Gilt and QVC. Findings include; guidelines for improving CX at 7 essential points in the customer lifecycle, and, why today’s CX, personalization and personas are not effective. Also, why, in spite of privacy concerns, customers are willing to provide deep explicit preference data in exchange for improved, “smart and authentic” personalization and CX.

Ernan will be joined by Rosie O’Neill, Co-Founder & Co-CEO at Sugarfina, who will explain their strategies for high impact, authentic and scalable personalization. Sugarfina was named by Fast Company as among the “World’s 50 Most Innovative Companies” and “World’s 10 Most Innovative Retailers”.

Sugarfina is a luxury candy boutique featuring a collection of artisan sweets from around the globe. Inspired by a third-date screening of the original “Willy Wonka and the Chocolate Factory,” Rosie and her co-founder/fiancé Josh Resnick dreamed up a “candy boutique for grown-ups” featuring the finest confections packaged beautifully in the brand’s signature blue Bento Boxes. Named to Fast Company’s “100 Most Creative People” list and Goldman Sachs “100 Most Intriguing Entrepreneurs,” Rosie and her team are disrupting the sweets space with an innovative approach to confections and retail.