Ernan Roman

If your key metrics focus on measuring how many and how much, it’s time to expand your metrics to include human data. Ernan Roman of ERDM explains.

American Express' Jon Affatato shares his views on the power and relevance of direct mail.

Ernan Roman shares highlights from recent ERDM Corp. research on customer expectations of customer experiences.

In this Q&A, Welington Fonseca, SVP at Shiseido, weighs in on the importance of personalization and customer retention, and shares his four tips for dealing with email unsubscribes.