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Understanding Voice of the Customer with Ernan Roman
CX Show: Conversations on Customer Experience
48 minutes 19 seconds
7 years ago
Understanding Voice of the Customer with Ernan Roman
In this episode, we talk to Ernan Roman about leveraging the voice of the customer to improve the customer experience. In particular, we’ll spend time digging into Ernan’s work with MassMutual and how their customers ended up influencing their marketing.
We’ll also examine the gap between what customers expect and what brands deliver.
