Reimagine Marketing: A podcast from SAS

What the heck is phygital? Is it the latest toy to help pass the time? Or does it refer to a much more critical consideration for marketers…albeit named in a way that diminishes its importance? In this episode of the Reimagine Marketing podcast, Brian welcomes Lisa Loftis to discuss the hybrid digital/physical customer engagement model, a model that is rapidly becoming the cornerstone of customer experience.  “I do not like the term ‘phygital.' And not just because the word itself is unappealing to me personally – somehow invoking thoughts of nails on a chalkboard. – Lisa Loftis, SAS  Brian and Lisa discuss the importance of clearly defining buzzwords, and how misinterpreting the inherent meaning of a term can limit your ability to institute the digital transformation needed to move your organization forward.  Here are some complementary assets:  [CMSWire Article by Lisa Loftis] Phygital: A Confusing Neologism for a Very Real Problem  [CMO Council/SAS Global Report] Cracking Tomorrow's CX Code: Real-time customer intelligence for exceptional experience  Connect with Lisa on LinkedIn: https://www.linkedin.com/in/lisaloftiscrmcem/   Check out additional episodes of the Reimagine Marketing podcast series at reimagine-marketing.transistor.fm.     Subscribe to the Reimagine Marketing podcast so you never miss a future episode.   Visit sas.com/reimaginemarketingpodcast to learn more about our guests, upcoming episodes and more.   If you'd like to be a guest on a future episode, have an idea for a future topic or would like to share feedback about our Reimagine Marketing podcast, send us an email: reimaginemarketingpodcast@sas.com.    About our host: Brian Alfond is a principal solutions architect in the SAS Global Customer Intelligence Practice. From his start creating marketing content, through managing international marketing teams, to becoming one of the leading marketing operations consultants in the world, Brian Alfond brings over 20 years of Marketing Experience to helping his customers solve all their Marketing business challenges.  A natural problem-solver, Brian understands that all the technology in the world is not going to fix a broken process, nor unite disjointed teams. By uniting organization dynamics knowledge with strong process re-engineering skills, he partners with his customers to design elegant and efficient solutions to their complex issues. With this approach, he has helped transform the Marketing operations of customers ranging in size from small Mom and Pops to Fortune 100 companies.  Brian has a Bachelor of Arts from the University of Massachusetts, is an accomplished musician, and a frustrated stand-up comedian.  About our guest: Lisa Loftis a Principal on the SAS CI team is a CRM, CX, and BI expert with 30+ years of experience assisting organizations with customer strategy. She has worked with numerous large organizations in North America, South America, Europe, and the United Kingdom on all aspects of successful data governance, BI and CRM. She specializes in combining technology necessary to support CX and BI business strategies with organizational structures, executive leadership, and cultural factors required to migrate an organization toward effective implementation of customer strategies. Industries include Banking, Investment, Insurance, Telecommunications, Retail, Utilities, Entertainment, Manufacturing and Distribution, and Pharmaceutical, Health Care and Automotive Roadside Assistance. Lisa speaks frequently at national and international conferences and has co-authored the book Building the Customer-Centric Enterprise, (John Wiley & Sons, 2001). 

Will 2023 really be any different in marketing? According to SAS' Mike Turner, yes it will. In this episode of the Reimagine Marketing podcast, Brian welcomes colleague Mike Turner to discuss his recent MarTech Series article and to dive a little deeper into the four main areas of marketing where Mike sees change happening in 2023.  Brian and Mike discuss sustainability, the merger of real world and digital, the dawn of data realization and the evolution from Next Best Action to Next Best Engagement.   Here are some complementary assets:  [MarTech Series Article by Mike Turner] 2023…Will It Really Be Any Different? Yes, Yes It Will.  Levi Strauss & Co. crafts better customer experiences through big data and analytics  [Global Report] Cracking Tomorrow's CX Code: Real-time customer intelligence for exceptional experience  Connect with Mike on LinkedIn: https://www.linkedin.com/in/mike-e-turner/   Check out additional episodes of the Reimagine Marketing podcast series at reimagine-marketing.transistor.fm. Subscribe to the Reimagine Marketing podcast so you never miss a future episode.   Visit sas.com/reimaginemarketingpodcast to learn more about our guests, upcoming episodes and more.   If you'd like to be a guest on a future episode, have an idea for a future topic or would like to share feedback about our Reimagine Marketing podcast, send us an email: reimaginemarketingpodcast@sas.com.    About our host: Brian Alfond is a principal solutions architect in the SAS Global Customer Intelligence Practice. From his start creating marketing content, through managing international marketing teams, to becoming one of the leading marketing operations consultants in the world, Brian Alfond brings over 20 years of Marketing Experience to helping his customers solve all their Marketing business challenges.  A natural problem-solver, Brian understands that all the technology in the world is not going to fix a broken process, nor unite disjointed teams. By uniting organization dynamics knowledge with strong process re-engineering skills, he partners with his customers to design elegant and efficient solutions to their complex issues. With this approach, he has helped transform the Marketing operations of customers ranging in size from small Mom and Pops to Fortune 100 companies.  Brian has a Bachelor of Arts from the University of Massachusetts, is an accomplished musician, and a frustrated stand-up comedian.  About our guest: As a multi award winner and with more than 25 years of experience in the field of Customer Intelligence, Mike has led many successful projects for international blue-chip companies. Holding collaboration and innovation as core disciplines in delivering value to his clients, Mike has experience across multiple market sectors. He has brought together skills from academia, start-up and commercial organizations to help resolve business problems in current operations and in future roadmap strategies for many businesses.  With SAS, Mike helps clients to understand the future direction of Customer Intelligence and how this will be impacted by the rapid change and growth in technology and consumer expectations. He works across topics such as the internet of things, algorithmic decisioning, open and collaborative data strategies and next generation marketing considering artificial intelligence and machine learning. 

Welcome to the second half of season three, where we'll transition from one-way dialogue to conversational episodes featuring some of today's leading marketing minds.   In this episode of the Reimagine Marketing podcast, Brian welcomes Marisa Scorsone, a marketing operations and management consultant, to discuss many of the ideas from the first half of this season, including setting goals, change management, implementation pitfalls and success strategies – all that can ring true as you embark upon any software implementation project.  Here are some complementary assets:  [E-book] Planning For CDP Success: A guided journey for choosing a customer data platform  Experience 2030: Discover how consumers, brands and technology will evolve through 2030.  Why Trusting the Process Is More Valuable than Fighting It by Marisa Scorsone  Connect with Marisa on LinkedIn: https://www.linkedin.com/in/mscorsone/   Check out additional episodes of the Reimagine Marketing podcast series at reimagine-marketing.transistor.fm. Subscribe to the Reimagine Marketing podcast so you never miss a future episode.   Visit sas.com/reimaginemarketingpodcast to learn more about our guests, upcoming episodes and more.   If you'd like to be a guest on a future episode, have an idea for a future topic or would like to share feedback about our Reimagine Marketing podcast, send us an email: reimaginemarketingpodcast@sas.com.    About our host: Brian Alfond is a principal solutions architect in the SAS Global Customer Intelligence Practice. From his start creating marketing content, through managing international marketing teams, to becoming one of the leading marketing operations consultants in the world, Brian Alfond brings over 20 years of Marketing Experience to helping his customers solve all their Marketing business challenges.  A natural problem-solver, Brian understands that all the technology in the world is not going to fix a broken process, nor unite disjointed teams. By uniting organization dynamics knowledge with strong process re-engineering skills, he partners with his customers to design elegant and efficient solutions to their complex issues. With this approach, he has helped transform the Marketing operations of customers ranging in size from small Mom and Pops to Fortune 100 companies.  Brian has a Bachelor of Arts from the University of Massachusetts, is an accomplished musician, and a frustrated stand-up comedian.  About our guest: Marisa Scorsone is a marketing operations and management consultant with more than 18 years of experience helping marketing organizations improve their marketing operations efficiency and effectiveness.   Marisa combines skills and strategic positioning, business process reengineering, software implementation and training design and delivery. Marisa has worked with software from leading vendors and a variety of clients such as tech giants, multinational financial institutions, telcos, and retail brands. 

In this episode of the Reimagine Marketing podcast, Brian reminds us that work is just one part of your existence and that this time of year offers the opportunity to relax into and enjoy the other important things in life.  Previous episodes of the Reimagine Marketing Podcast are available on your favorite podcast platforms. Subscribe today for show notes, to hear previous episodes and to catch more Season 3 content as it drops in the new year. Thank you for listening!  Check out additional episodes of the Reimagine Marketing podcast series at reimagine-marketing.transistor.fm. Subscribe to the Reimagine Marketing podcast so you never miss a future episode.   Visit sas.com/reimaginemarketingpodcast to learn more about our guests, upcoming episodes and more.   If you'd like to be a guest on a future episode, have an idea for a future topic or would like to share feedback about our Reimagine Marketing podcast, send us an email: reimaginemarketingpodcast@sas.com.   About our host: Brian Alfond is a principal solutions architect in the SAS Global Customer Intelligence Practice. From his start creating marketing content, through managing international marketing teams, to becoming one of the leading marketing operations consultants in the world, Brian Alfond brings over 20 years of Marketing Experience to helping his customers solve all their Marketing business challenges.  A natural problem-solver, Brian understands that all the technology in the world is not going to fix a broken process, nor unite disjointed teams. By uniting organization dynamics knowledge with strong process re-engineering skills, he partners with his customers to design elegant and efficient solutions to their complex issues. With this approach, he has helped transform the Marketing operations of customers ranging in size from small Mom and Pops to Fortune 100 companies.  Brian has a Bachelor of Arts from the University of Massachusetts, is an accomplished musician, and a frustrated stand-up comedian. 

What does the Rush album, “Exit, Stage Left” have to do with marketing and decision-making? In this episode, Brian takes his usual roundabout from a discussion about his lifelong obsession with bass playing to a confab about why some companies are trapped in the mindset that if they can just find the perfect marketing tool, they'll be successful.How many organizations go out and get the latest trendy and self-proclaimed innovative software only to find out it isn't what they need, and it has added minimal to no additional value whatsoever? Companies must consider their own goals, abilities and situations when selecting the “perfect” tech stack.Here are some complementary assets to help you on your journey of reimagining change management:  [E-book] In-the-Moment Marketing: Real-time insights and actions  [Whitepaper] Redefining Brand Performance for the 21st Century  Experience 2030: Discover how consumers, brands and technology will evolve through 2030.  Check out additional episodes of the Reimagine Marketing podcast series at reimagine-marketing.transistor.fm.   Subscribe to the Reimagine Marketing podcast so you never miss a future episode.   Visit sas.com/reimaginemarketingpodcast to learn more about our guests, upcoming episodes and more.   If you'd like to be a guest on a future episode, have an idea for a future topic or would like to share feedback about our Reimagine Marketing podcast, send us an email: reimaginemarketingpodcast@sas.com.   About our host: Brian Alfond is a principal solutions architect in the SAS Global Customer Intelligence Practice. From his start creating marketing content, through managing international marketing teams, to becoming one of the leading marketing operations consultants in the world, Brian Alfond brings over 20 years of Marketing Experience to helping his customers solve all their Marketing business challenges.  A natural problem-solver, Brian understands that all the technology in the world is not going to fix a broken process, nor unite disjointed teams. By uniting organization dynamics knowledge with strong process re-engineering skills, he partners with his customers to design elegant and efficient solutions to their complex issues. With this approach, he has helped transform the Marketing operations of customers ranging in size from small Mom and Pops to Fortune 100 companies.  Brian has a Bachelor of Arts from the University of Massachusetts, is an accomplished musician, and a frustrated stand-up comedian. 

In this episode of the Reimagine Marketing podcast, Brian welcomes Kate Parker, SAS' director of markets and growth for SAS Customer Intelligence. Brian and Kate discuss why change is such a challenge – whether you're renovating your kitchen, moving to a new room at day care or implementing a new martech stack. How do you adapt in times of constant change? It's not easy, but it just might be simple. Listen as Brian and Kate share the importance of identifying the why behind any change and the significance of communication.Here are some complementary assets to help you on your journey of reimagining change management:  [Whitepaper] Delivering Experiences That Win Business and Build Loyalty: CX Champions Share Their Strategies  [Video Series] Know This? Or No to This? Find out which marketing trends are worth paying attention to – and which ones you should pass on.  [Resources] Experience 2030: Learn more about what defines today's customer experience and how consumers and brands will evolve through the year 2030.  Check out additional episodes of the Reimagine Marketing podcast series at reimagine-marketing.transistor.fm.   Subscribe to the Reimagine Marketing podcast so you never miss a future episode.   Visit sas.com/reimaginemarketingpodcast to learn more about our guests, upcoming episodes and more.   If you'd like to be a guest on a future episode, have an idea for a future topic or would like to share feedback about our Reimagine Marketing podcast, send us an email: reimaginemarketingpodcast@sas.com.   About our host: Brian Alfond is a principal solutions architect in the SAS Global Customer Intelligence Practice. From his start creating marketing content, through managing international marketing teams, to becoming one of the leading marketing operations consultants in the world, Brian Alfond brings over 20 years of Marketing Experience to helping his customers solve all their Marketing business challenges.A natural problem-solver, Brian understands that all the technology in the world is not going to fix a broken process, nor unite disjointed teams. By uniting organization dynamics knowledge with strong process re-engineering skills, he partners with his customers to design elegant and efficient solutions to their complex issues. With this approach, he has helped transform the Marketing operations of customers ranging in size from small Mom and Pops to Fortune 100 companies.Brian has a Bachelor of Arts from the University of Massachusetts, is an accomplished musician, and a frustrated stand-up comedian.  About our guest: Kate Parker is the director of markets and growth for SAS Customer Intelligence at SAS. She has more than 15 years of experience in marketing as a cross-industry marketing advisory consultant, marketing technology systems implementer and as a martech solutions architect.In her current role, Kate works with her team to define and manage the go-to-market strategy for both Customer Intelligence product marketing and customer advisory enablement. Kate focuses on translating solution capabilities and differentiators into business value that is easily understood and appreciated by prospects and customers who are working through their own strategic transformation initiatives.

What does a kitchen reno have to do with reimagining your marketing? In this episode, Brian acknowledges that whether you're doing a wholesale marketing transformation or adding a coat of paint to your tech stack, change is change. Avoid fear, uncertainty, and doubt in your organization – give people time to understand what's changing and be sure to communicate why the change is being made in the first place.  Here are some complementary assets to help you on your journey of reimagining change:  Experience 2030 Pulse Report: The Acceleration of Digital Engagement, Personalization and Trust  Experience 2030 Resources: Learn more about what defines today's customer experience and how consumers and brands will evolve through the year 2030.  [Video Series] Know This? Or No to This? Find out which marketing trends are worth paying attention to – and which ones you should pass on.  Check out additional episodes of the Reimagine Marketing podcast series at reimagine-marketing.transistor.fm.   Subscribe to the Reimagine Marketing podcast so you never miss a future episode.   Visit sas.com/reimaginemarketingpodcast to learn more about our guests, upcoming episodes and more.   If you'd like to be a guest on a future episode, have an idea for a future topic or would like to share feedback about our Reimagine Marketing podcast, send us an email: reimaginemarketingpodcast@sas.com.  About our host: Brian Alfond is a principal solutions architect in the SAS Global Customer Intelligence Practice. From his start creating marketing content, through managing international marketing teams, to becoming one of the leading marketing operations consultants in the world, Brian Alfond brings over 20 years of Marketing Experience to helping his customers solve all their Marketing business challenges.  A natural problem-solver, Brian understands that all the technology in the world is not going to fix a broken process, nor unite disjointed teams. By uniting organization dynamics knowledge with strong process re-engineering skills, he partners with his customers to design elegant and efficient solutions to their complex issues. With this approach, he has helped transform the Marketing operations of customers ranging in size from small Mom and Pops to Fortune 100 companies.  Brian has a Bachelor of Arts from the University of Massachusetts, is an accomplished musician, and a frustrated stand-up comedian.

In this episode, our host Brian Alfond welcomes Roy Reeves, principal business development specialist at SAS, to the studio to discuss digital advertising. Digital advertisers are no longer buying their ads the old-fashioned way; the successful ones are reimagining their approach, if you will. The old approach to digital media buying resulted in a lot of wasted spend. With advances in technology and measurement, marketers can now target and buy audiences in a truly omnichannel way. A single media buy (using programmatic approaches) can transform the game.This discussion hits on a previous topic: third-party cookies (be sure to catch season 3, episode 2 to learn more). Roy and Brian address cookies through a new lens. They round out their discussion with a focus on the new frontier of advertising in the streaming service ecosystem, including Netflix, Disney+, Paramount+ and more.Join us for our next episode as Brian considers why it's important to reimagine change.Here are some complementary assets to help you on your journey of reimagining your cookies:   [Resource] SAS 360 Match: Take control of your digital advertising ecosystem https://www.sas.com/en_us/software/360-match.html   [Whitepaper] Where does marketing stop, and advertising begin? https://www.sas.com/en/whitepapers/navigating-new-world-of-madtech-113081.html   [Blog] Analyzing the data of an evolving video streaming service ecosystem https://blogs.sas.com/content/sascom/2022/05/12/analyzing-the-data-of-an-evolving-video-streaming-service-ecosystem/    Check out additional episodes of the Reimagine Marketing podcast series at reimagine-marketing.transistor.fm.     Subscribe to the Reimagine Marketing podcast so you never miss a future episode.   Visit sas.com/reimaginemarketingpodcast to learn more about our guests, upcoming episodes and more.   If you'd like to be a guest on a future episode, have an idea for a future topic or would like to share feedback about our Reimagine Marketing podcast, send us an email: reimaginemarketingpodcast@sas.com.    About our host: Brian Alfond is a principal solutions architect in the SAS Global Customer Intelligence Practice. From his start creating marketing content, through managing international marketing teams, to becoming one of the leading marketing operations consultants in the world, Brian Alfond brings over 20 years of Marketing Experience to helping his customers solve all their Marketing business challenges.  A natural problem-solver, Brian understands that all the technology in the world is not going to fix a broken process, nor unite disjointed teams. By uniting organization dynamics knowledge with strong process re-engineering skills, he partners with his customers to design elegant and efficient solutions to their complex issues. With this approach, he has helped transform the Marketing operations of customers ranging in size from small Mom and Pops to Fortune 100 companies.  Brian has a Bachelor of Arts from the University of Massachusetts, is an accomplished musician, and a frustrated stand-up comedian.  About our guest: Roy Reeves has more than 20 years of experience as a sales and business development leader in advertising, media and technology. Roy was the co-founder of PumpTop TV, which at the time was the world's largest gas pump TV network. While at Bulzi, Roy helped pioneer out-of-home audience measurement, which used the mobile phone as a proxy for the person carrying it. Roy is currently leading go-to-market efforts in the Americas for SAS 360 Match, SAS' first-party ad serving and management platform. 

In this episode, our host Brian Alfond discusses the demise of third-party cookies. It may not be a shock that third-party cookies are going away considering every generation demonstrates a concern about online privacy. But the impending departure of these cookies is still causing concern for marketers. Companies spending much of their marketing dollars at the top of the funnel should now consider investing in approaches that provide for deeper customer understanding, longer customer relationships, improved customer experiences and better profitability. First-party data may be the answer marketers are seeking.Join us for our next episode as Brian considers why it's important to reimagine your processes and your people.Here are some complementary assets to help you on your journey of reimagining your cookies:  [Resource Page] Customer Intelligence Without Cookies: https://www.sas.com/content/sascom/en_us/offers/21q2/customer-intelligence-without-cookies.html  [Whitepaper] Where does marketing stop, and advertising begin? https://www.sas.com/en/whitepapers/navigating-new-world-of-madtech-113081.html   [Blog] 3 ways the crumbling cookie could improve customer experience: https://blogs.sas.com/content/sascom/2020/01/27/3-ways-the-crumbling-cookie-could-improve-customer-experience/   Check out additional episodes of the Reimagine Marketing podcast series at reimagine-marketing.transistor.fm.   Subscribe to the Reimagine Marketing podcast so you never miss a future episode.   Visit sas.com/reimaginemarketingpodcast to learn more about our guests, upcoming episodes and more.   If you'd like to be a guest on a future episode, have an idea for a future topic or would like to share feedback about our Reimagine Marketing podcast, send us an email: reimaginemarketingpodcast@sas.com.   About our host: Brian Alfond is a principal solutions architect in the SAS Global Customer Intelligence Practice. From his start creating marketing content, through managing international marketing teams, to becoming one of the leading marketing operations consultants in the world, Brian Alfond brings over 20 years of Marketing Experience to helping his customers solve all their Marketing business challenges.A natural problem-solver, Brian understands that all the technology in the world is not going to fix a broken process, nor unite disjointed teams. By uniting organization dynamics knowledge with strong process re-engineering skills, he partners with his customers to design elegant and efficient solutions to their complex issues. With this approach, he has helped transform the Marketing operations of customers ranging in size from small Mom and Pops to Fortune 100 companies.Brian has a Bachelor of Arts from the University of Massachusetts, is an accomplished musician, and a frustrated stand-up comedian. 

Welcome back! In this inaugural episode of Season 3, you'll meet our new host, Brian Alfond from SAS' global customer intelligence group. In upcoming episodes, Brian will go beyond technology to the human aspects of things like privacy, the metaverse, social media, and dopamine exhaustion – and will address how marketers are trying to keep pace.  Join us for our next episode as Brian addresses a hot topic among his current clients, prospective customers, and marketing colleagues: what does the going away of third-party cookies mean and what is SAS going to do about it?  Seasons 1 and 2 of the Reimagine Marketing Podcast are available on your favorite podcast platforms. Subscribe today for show notes, to hear previous episodes and to catch Season 3 content as it drops in the coming weeks. Thank you for listening!  Check out additional episodes of the Reimagine Marketing podcast series at reimagine-marketing.transistor.fm. Subscribe to the Reimagine Marketing podcast so you never miss a future episode.   Visit sas.com/reimaginemarketingpodcast to learn more about our guests, upcoming episodes and more.   If you'd like to be a guest on a future episode, have an idea for a future topic or would like to share feedback about our Reimagine Marketing podcast, send us an email: reimaginemarketingpodcast@sas.com.    About our host: Brian Alfond is a principal solutions architect in the SAS Global Customer Intelligence Practice. From his start creating marketing content, through managing international marketing teams, to becoming one of the leading marketing operations consultants in the world, Brian Alfond brings over 20 years of Marketing Experience to helping his customers solve all their Marketing business challenges.  A natural problem-solver, Brian understands that all the technology in the world is not going to fix a broken process, nor unite disjointed teams. By uniting organization dynamics knowledge with strong process re-engineering skills, he partners with his customers to design elegant and efficient solutions to their complex issues. With this approach, he has helped transform the Marketing operations of customers ranging in size from small Mom and Pops to Fortune 100 companies.  Brian has a Bachelor of Arts from the University of Massachusetts, is an accomplished musician, and a frustrated stand-up comedian. 

Season Two, Episode 9 – Reflections & Projections: Season 2 Marketing organizations are leveraging the continuing pandemic-related disruptions and accelerated digital transformation efforts as catalysts to reinvent marketing and transform customer experiences for a digital-first consumer. In this episode of the Reimagine Marketing Podcast – Reflections & Projects: Season 2 – global co-hosts Wilson Raj, Justin Theng and Steven Hofmans review Season 2 episodes and guests, and ponder some of the potential topics we'll explore during Season 3.  This podcast covers:  Recaps of:  S2E1: Marketing Planning: An Objective Without a Plan is Just a Dream with Sandy Kirchhoff  S2E2: Experiential Tech: Happier Customers, Increased Profitability with Matt Kuperholz  S2E3: Digitizing Beauty Experiences with Kelly Mahoney  S2E4: MarTech Perils and Promises with Scott Brinker  S2E5: Match MarTech with Customer Experience Goals with Scott Brinker  S2E6: People-First Approach: How to Implement Successful MarTech Rollouts Around the Globe with Geert Moens  S2E7: Rule the World with Customer Experience with R “Ray” Wang  S2E8: Marketers on the Rise: Findings from The CMO Survey with Christine Moorman   Potential topics for Season 3, including:  Brand building infused with value and emotion.  Synergies between the consumer and data: What is fair value? Data as currency.  The messy middle (How people decide what to buy lies in the ‘messy middle' of the purchase journey – Google)  Pendemic-era services, their relevance going forward and their ongoing impact on customer experience  Privacy and consent journeys built with the customer in mind (data deprecation, third-party cookies, first-party data)  Seasons 1 and 2 of the Reimagine Marketing Podcast are available on your favorite podcast platforms. Subscribe today for show notes, to hear previous episodes and to catch Season 3 content as it drops early next year. Don't forget to join us when we return with more personalities, paradigms, and practices on the future of marketing and CX. Thank you for listening!Check out additional episodes of the Reimagine Marketing podcast series at reimagine-marketing.transistor.fm.    Subscribe to the Reimagine Marketing podcast so you never miss a future episode.   Visit sas.com/reimaginemarketingpodcast to learn more about our guests, upcoming episodes and more.   If you'd like to be a guest on a future episode, have an idea for a future topic or would like to share feedback about our Reimagine Marketing podcast, send us an email: reimaginemarketingpodcast@sas.com.   About our hosts:  Steven Hofmans is a customer experience advisor on a mission to make every citizen a happy customer. Steven believes today's customer experience needs to be personalized, zero effort, frictionless, proactive and about the customer. He helps marketing, sales and service departments to explore how they can revolutionize their marketing processes in order to reach that customer experience of the future. Using inspiring presentations and practical examples, he wants to show what proactive customer experience could look like.  Wilson Raj is the Global Director of Customer Intelligenceat SAS, responsible for the marketing of SAS' AI-powered marketing solutions. He has been a marketing leader at Fortune Global 500® companies such as Microsoft, Medtronic and Philips, and advised C-level executives about digital strategy while at award-winning agencies Publicis Groupe, VML/Young & Rubicam and Wunderman. Wilson is often featured in keynotes and in major media publications such as Adweek, CMSWire, CRM Magazine, Forbes, InformationWeek, MarketingProfs, ZDNet, and more.  Justin Theng for the last 20 years has helped grow the revenue of hundreds of organisations ranging from large household brand names to small businesses and startups. As a multi-award winning marketer, speaker and author, Justin's belief is that customer analytics empowers customer delight. His brand experience extends across Spotify, Volkswagen, Coca-Cola, Telstra, ABC, Yahoo and McDonalds. Via his agency and coaching business prior to joining SAS, many of Justin's clients have gone on to huge success. These include business owners, CMO's and CX leaders. Justin manages to remove the confusion and hype around AI and marketing with his easy to implement frameworks for attracting, converting, and delighting.  A transcript of this episode can be found here.

Digital transformation is a fixed, yet fluid reality in our post-pandemic world. Brands are shifting to a digital-first economy where prospects and customers expect genuinely tailored experiences. More than ever, digital-first marketers today are taking on more responsibility for digital transformation, driving business performance and expanding their strategic leadership in their businesses.In this episode of Reimagine Marketing, Wilson Raj welcomes Christine Moorman, T. Austin Finch, Sr. Professor of Business Administration at The Fuqua School of Business, Duke University where she specializes in marketing. They discuss the findings from the latest CMO Survey – the longest running non-commercial survey for and about the field of marketing – regarding how marketers can leverage their deep knowledge of the customer to help steer their companies during these complex times.This podcast covers:   How the marketing function is transforming – in the context of disruptions and as a result of digital transformation.  Changing paradigms and expectations related to marketing investments and marketing metrics and performance.  The importance of connecting marketing growth opportunities back to the company's position and strategy.  The future of marketing leadership.  Here are some of the resources we mentioned during the episode:  Experience 2030 Pulse Report: The Acceleration of Digital Engagement, Personalization and Trust  Experience 2030 Resources: Learn more about what defines today's customer experience and how consumers and brands will evolve through the year 2030.  Learn more about The CMO Survey  From Harvard Business Review: Making the Business Case for your Marketing Budget by Christine Moorman and Jennifer Veenstra  Connect with Wilson: LinkedIn | Twitter  Connect with Christine: LinkedIn | Twitter   Check out additional episodes of the Reimagine Marketing podcast series at reimagine-marketing.transistor.fm.   Subscribe to the Reimagine Marketing podcast so you never miss a future episode.   Visit https://www.sas.com/en_us/explore/reimagine-marketing-podcast.html to learn more about our guests, upcoming episodes and more.   If you'd like to be a guest on a future episode, have an idea for a future topic or would like to share feedback about our Reimagine Marketing podcast, send us an email: reimaginemarketingpodcast@sas.com.   About our guests:  Wilson Raj is global director of customer intelligence for SAS, responsible for global marketing to establish, evolve and evangelize SAS' analytics-powered marketing solutions. Raj has held global leadership positions in marketing at Fortune Global 500® companies including Microsoft, Novell. Medtronic, and Philips, and advised C-level executives about digital strategy while at award-winning agencies Publicis Groupe, VML/Young & Rubicam and Wunderman. Raj has been featured in major media publications such as Adweek, CMSWire, CNBC.com, Forbes, InformationWeek, MarTech Advisor, MarketingProfs, ZDNet and more.   Christine Moorman is the T. Austin Finch, Sr. Professor of Business Administration at The Fuqua School of Business, Duke University where she specializes in marketing. Professor Moorman is the author of the book, Strategy from the Outside In: Profiting from Customer Value with George S. Day (which was awarded the 2011 Berry Book prize for the best book in the field of marketing) and Strategic Market Management with David A. Aaker. Professor Moorman is the founder and managing director of The CMO Survey where she collects and disseminates the opinions of top marketers in order to predict the future of markets, track marketing excellence, and improve the value of marketing in firms and in society. Founded in 2008, it is the longest running non-commercial survey for and about the field of marketing.  A transcript of this episode can be found here.

“Data is the foundation of every CX-powered experience. Every company will be competing for data supremacy.” – R “Ray” Wang Extreme consolidation and accelerated digital transformation are changing the global business landscape. To win, businesses must embrace agility and analytics, and use automation to address customer needs. In this episode of Reimagine Marketing, Wilson Raj welcomes R “Ray” Wang, founder, chairman and principal analyst of Silicon Valley based Constellation Research, to discuss the importance of adopting a CX strategy that speeds decisions, reduces risk, and enables real-time customer engagements – to stay relevant, valued and in demand. This podcast covers:  Why today's top companies are focused on analytics, automation and AI.  The importance of decision velocity when seeking competitive advantage.  Data supremacy and how analytics serve as an accelerant for differentiated CX.  Principles for harmonizing human-powered and AI-powered capabilities.  What's next for businesses seeking to go from status quo to market leader.  Here are some of the resources we mentioned during the episode:  Experience 2030 Pulse Report: The Acceleration of Digital Engagement, Personalization and Trust  Experience 2030 Resources: Learn more about what defines today's customer experience and how consumers and brands will evolve through the year 2030.  Learn more about Ray's latest book: Everybody Wants to Rule the World: Surviving and Thriving in a World of Digital Giants  Connect with Wilson: LinkedIn | Twitter  Connect with Ray: LinkedIn | Twitter  Check out additional episodes of the Reimagine Marketing podcast series at reimagine-marketing.transistor.fm. Subscribe to the Reimagine Marketing podcast so you never miss a future episode. Visit https://www.sas.com/en_us/explore/reimagine-marketing-podcast.html to learn more about our guests, upcoming episodes and more. If you'd like to be a guest on a future episode, have an idea for a future topic or would like to share feedback about our Reimagine Marketing podcast, send us an email: reimaginemarketingpodcast@sas.com.   About our guests:  Wilson Raj is global director of customer intelligence for SAS, responsible for global marketing to establish, evolve and evangelize SAS' analytics-powered marketing solutions. Raj has held global leadership positions in marketing at Fortune Global 500® companies including Microsoft, Novell. Medtronic, and Philips, and advised C-level executives about digital strategy while at award-winning agencies Publicis Groupe, VML/Young & Rubicam and Wunderman. Raj has been featured in major media publications such as Adweek, CMSWire, CNBC.com, Forbes, InformationWeek, MarTech Advisor, MarketingProfs, ZDNet and more.   R “Ray” Wang is the founder, chairman and principal analyst of Silicon Valley based Constellation Research Inc. He co-hosts DisrupTV, a weekly enterprise tech and leadership webcast that averages 50,000 views per episode, and he authors a business strategy and technology blog that has received millions of page views per month. Wang also serves as a non-resident senior fellow at The Atlantic Council's GeoTech Center. Wang is well quoted and frequently interviewed in media outlets such as the Wall Street Journal, Fox Business News, CNBC, Yahoo Finance, Cheddar, CGTN America, Bloomberg, Tech Crunch, ZDNet, Forbes, and Fortune. He is one of the top technology analysts in the world.  A transcript of this episode can be found here.

Marketing technology rollouts – especially when they involve multinational companies – are not always easy. You can choose the right technology for your organization and implement it in the right way, but if you don't have your people on board, failure is an option.In this episode of Reimagine Marketing, Steven Hofmans welcomes Geert Moens, former global digital program manager at Atlas Copco. Geert started in 1998 at Atlas Copco in the marketing department, gaining extensive experience as a program manager in Europe, Asia, and Africa. Steven and Geert discuss the importance of trust – and people – in global technology rollouts.This podcast covers:  Whether to prioritize the selection of your technology first or getting your people on board first.  Best practices for knowledge sharing during a rollout.  When to centralize or decentralize decisions and how to infuse and scale innovation within your organization.  Typical roadblocks and measures of success.    Here are some complementary resources:  Experience 2030 Resources: Learn about what defines today's customer experience and how consumers and brands will evolve through the year 2030.  Customer-Focused Experimentation: Big changes in retail (and all industries) require a more rigorous, scientific approach to experimentation – leading to competitive differentiation.  Connect with Geert: LinkedIn   Connect with Steven: LinkedIn  Check out additional episodes of the Reimagine Marketing podcast series at reimagine-marketing.transistor.fm.  Subscribe to the Reimagine Marketing podcast so you never miss a future episode.   Visit https://www.sas.com/en_us/explore/reimagine-marketing-podcast.html to learn more about our guests, upcoming episodes and more.   If you'd like to be a guest on a future episode, have an idea for a future topic or would like to share feedback about our Reimagine Marketing podcast, send us an email: reimaginemarketingpodcast@sas.com.   About our guests:  Geert Moens was a former global digital program manager at Atlas Copco and currently supports companies with their digital programs as an external consultant. Atlas Copco is Swedish multinational industrial company, a provider of compressed air, vacuum equipment, industrial power tools, construction equipment including service and maintenance. Steven Hofmans is a customer experience advisor on a mission to make every citizen a happy customer. Steven believes today's customer experience needs to be personalized, zero effort, frictionless, proactive and about the customer. During his first years Steven worked for the marketing divisions of 3M, AB Inbev, Deutsche Bank and ING. In 2013, he joined SAS as a customer experience advisor and works with numerous customers across southwest Europe with a focus on understanding their pain-points and driving value for their marketing organizations. Steven holds a master's degree in business administration.  A transcript of this episode can be found here.

Today, Modern Marketing must harness the full capabilities of the business to provide the best customer experience. Delivering on this promise requires a whole new way of operating. Marketing departments need to be rewired for speed, collaboration, and customer focus. It's less about changing what marketing does and more about transforming how the work is done.  In this episode of Reimagine Marketing, Wilson Raj welcomes guest Scott Brinker, VP Platform Ecosystem at Hubspot; Editor at ChiefMartec.com and Program Chair of MarTech. Wilson and Scott discuss various martech stack considerations and the importance of operations in bridging the gap between high-level marketing vision and strategy and on-the-ground marketing and CX delivery.  This podcast covers:  Marketing technology and operations as key drivers of the modern marketing organization.  The ongoing debate about best of breed vs. integrated martech stacks, and a new way to think about platforms – as vehicles for aggregation.  The new rules of marketing technology operations, and where low-code/no-code capabilities fit in martech implementation.  The future of the martech conversation – what's next for marketers?  Here are some of the resources we mentioned during the episode:  Experience 2030: sas.com/experience2030  Should you Build or Buy Martech? Yes. https://chiefmartec.com/2021/07/build-buy-martech/  Aggregation Theory Applied to Martech Stacks: https://chiefmartec.com/2021/05/aggregation-theory-applied-martech-stacks-2/  New rules of Marketing Technology and Operations: https://chiefmartec.com/2018/10/new-rules-marketing-technology-operations/  Connect with Wilson: LinkedIn | Twitter  Connect with Scott: Twitter  Check out additional episodes of the Reimagine Marketing podcast series at reimagine-marketing.transistor.fm.   Subscribe to the Reimagine Marketing podcast so you never miss a future episode.   Visit https://www.sas.com/en_us/explore/reimagine-marketing-podcast.html to learn more about our guests, upcoming episodes and more.   If you'd like to be a guest on a future episode, have an idea for a future topic or would like to share feedback about our Reimagine Marketing podcast, send us an email: reimaginemarketingpodcast@sas.com.   About our guests:  Wilson Raj is the Global Director of Customer Intelligence at SAS, responsible for the marketing of SAS' AI-powered marketing solutions. Raj has held global leadership positions in marketing at Fortune Global 500® companies including Microsoft, Medtronic, and Philips, and advised C-level executives on digital strategy while at award-winning agencies Publicis Groupe, VML/Young & Rubicam and Wunderman. Raj is often featured in keynotes and in major media publications such as Adweek, CMSWire, CRM Magazine, Forbes, InformationWeek, MarketingProfs, ZDNet, and more. He's the co-host of the Reimagine Marketing podcast. He also serves on the Digital Marketing Advisory Council for George Washington University School of Business.   Scott Brinker writes a personal blog about marketing technology called Chief Marketing Technologist and is the creator of the Martech Supergraphic. Often cited in marketing presentations, marketing conferences and social media circles, Brinker began the MarTech industry conference in 2014 in Boston and now runs them twice a year. CMSWire journalist Dom Nicastro is credited with first calling Brinker the “Godfather of Martech.” Brinker graduated from Columbia University with a BS in computer science and went on to get an MBA from MIT and a master's degree in computer science from Harvard University.  A transcript of this episode can be found here. 

Marketing technology or martech has suddenly become both more important and more problematic. Marketers must consider how to tame the profusion of technology and harness it to work more effectively – both for the customer and the brand.  In this episode of Reimagine Marketing, Wilson Raj welcomes guest Scott Brinker, VP Platform Ecosystem at HubSpot; Editor AT CHIEFMARTEC.COM and Program Chair of MarTech. Wilson and Scott discuss the impacts of disruptions (COVID-19, economic uncertainty, digital transformation, etc.) and changing consumer behaviors on both martech and customer experience (CX). They look to answer key questions about how consumer engagements and brand relationships may be shifting or evolving in this new environment. This podcast covers:  The origin story of the Marketing Technology Landscape (Martech 5000) and the similarities and differences over the last 10 years.  The relationship/connection between digital transformation, customer experience and marketing, and how the relationship between these three aspects impacts the view of marketing ROI, performance, and measurement for the marketer.  Gaps in marketing leadership according to a recent CMO Council survey, and the impact on those gaps considering the acceleration and focus on tech (AI, AR, VR, IR) in marketing.  The future of marketing in the year 2030 and beyond.   Here are some of the resources we mentioned during the episode:  Martech 2030: https://chiefmartec.com/2020/10/martech-2030-augmented-marketer-marketing-technology/  Experience 2030: sas.com/experience2030  Are CMOs falling behind with martech? The C-Suite thinks so, and they may be right (chiefmartec.com article)  Connect with Wilson: LinkedIn | Twitter  Connect with Scott: Twitter  Check out additional episodes of the Reimagine Marketing podcast series at reimagine-marketing.transistor.fm.   Subscribe to the Reimagine Marketing podcast so you never miss a future episode.   Visit https://www.sas.com/en_us/explore/reimagine-marketing-podcast.html to learn more about our guests, upcoming episodes and more.   If you'd like to be a guest on a future episode, have an idea for a future topic or would like to share feedback about our Reimagine Marketing podcast, send us an email: reimaginemarketingpodcast@sas.com.   About our guests:  Wilson Raj is the Global Director of Customer Intelligence at SAS, responsible for the marketing of SAS' AI-powered marketing solutions. Raj has held global leadership positions in marketing at Fortune Global 500® companies including Microsoft, Medtronic, and Philips, and advised C-level executives on digital strategy while at award-winning agencies Publicis Groupe, VML/Young & Rubicam and Wunderman. Raj is often featured in keynotes and in major media publications such as Adweek, CMSWire, CRM Magazine, Forbes, InformationWeek, MarketingProfs, ZDNet, and more. He's the co-host of the Reimagine Marketing podcast. He also serves on the Digital Marketing Advisory Council for George Washington University School of Business.  Scott Brinker writes a personal blog about marketing technology called Chief Marketing Technologist and is the creator of the Martech Supergraphic. Often cited in marketing presentations, marketing conferences and social media circles, Brinker began the MarTech industry conference in 2014 in Boston and now runs them twice a year. CMSWire journalist Dom Nicastro is credited with first calling Brinker the “Godfather of Martech.” Brinker graduated from Columbia University with a BS in computer science and went on to get an MBA from MIT and a master's degree in computer science from Harvard University. 

From virtual try-on features to AI-enabled skin care analysis, the pandemic and ensuing disruption have accelerated innovative and immersive technologies. And with a further emphasis on health and wellness, beauty brands have had to evolve from a one-dimensional category to something more holistic and inclusive.  In this episode of Reimagine Marketing, Wilson Raj welcomes guest Kelly Mahoney, Vice President of Customer Marketing at Ulta Beauty. Wilson and Kelly discuss the impacts of disruptions (COVID-19, economic uncertainty, etc.) and digital transformation on consumer behaviors and CX trends in the beauty industry. They aim to answer key questions about how consumer engagements and brand relationships may be shifting or evolving in this new environment.  This podcast covers:  How beauty brands and retailers are rethinking marketing efforts – moving from more transaction-oriented to more value-oriented models.  Changes in consumer behaviors as in-person engagement has been forced into a digital, or physically distant, delivery model.  How to develop new processes and implement new technologies to adapt quickly to a changing market.  Considerations for accelerating not just recovery, but resiliency in the beauty industry.  Here are some of the resources we mentioned during the episode:  Experience 2030 Pulse Report: The Acceleration of Digital Engagement, Personalization and Trust  Experience 2030 Resources: Learn more about what defines today's customer experience and how consumers and brands will evolve through the year 2030.  Digital Innovation with Ulta Beauty: https://www.ulta.com/innovation/experiences.html   Women in Analytics: Making a Difference (panel features Kelly Mahoney)  Connect with Wilson: LinkedIn | Twitter  Check out additional episodes of the Reimagine Marketing podcast series at reimagine-marketing.transistor.fm.   Subscribe to the Reimagine Marketing podcast so you never miss a future episode.   Visit https://www.sas.com/en_us/explore/reimagine-marketing-podcast.html to learn more about our guests, upcoming episodes and more.   If you'd like to be a guest on a future episode, have an idea for a future topic or would like to share feedback about our Reimagine Marketing podcast, send us an email: reimaginemarketingpodcast@sas.com.   About our guests:  Wilson Raj is the Global Director of Customer Intelligence at SAS, responsible for the marketing of SAS' AI-powered marketing solutions. Raj has held global leadership positions in marketing at Fortune Global 500® companies including Microsoft, Medtronic, and Philips, and advised C-level executives on digital strategy while at award-winning agencies Publicis Groupe, VML/Young & Rubicam and Wunderman. Raj is often featured in keynotes and in major media publications such as Adweek, CMSWire, CRM Magazine, Forbes, InformationWeek, MarketingProfs, ZDNet, and more. He's the co-host of the Reimagine Marketing podcast. He also serves on the Digital Marketing Advisory Council for George Washington University School of Business.  Kelly Mahoney has a proven executive leadership track record and more than 15 years' experience driving revenue growth through loyalty, payment and technology-led marketing solutions. Kelly is the Vice President of Customer Marketing at Ulta Beauty, responsible for the Ultamate Rewards Loyalty program, member lifecycle communications and enterprise-wide personalization strategies as well as the CRM solutions. She plays a critical role in delivering value added programs to our members, enabling associates to deliver a superior member experience, and increasing top-line growth to the enterprise. Prior to this role, she held the position as Director of Strategy at Ulta Beauty, responsible for the strategic plan for retail process optimization by focusing on the development and execution of omni-channel solutions, mobile payment, associate training & communications. 

Exponential Tech: Happier Customers, Increased Profitability  A customer experience revolution is underway. Customers have access to better information than ever before, and they are using it to make more informed decisions, right from the outset. As a result, brands are under increasing pressure to deliver bespoke, connected customer experiences.   In this episode of Reimagine Marketing, Justin Theng welcomes guest Matt Kuperholz, PwC Australia's Chief Data Scientist and one of the global top 100 tech innovators. Justin and Matt discuss the underutilization of exponential technology and how technology is literally redefining how companies do business.  This podcast covers:  How the power of analytics is becoming a reality through the convergence of a number of exponential technologies: social media, mobile, AI, analytics and cloud computing.   Ways in which these interconnected forces are collectively empowering customers with a greater capacity for sharing information and engaging with businesses than ever before.  The imperative to understand the customer journey end-to-end, so marketers can anticipate needs in real time, deliver personalized experiences and predict what customers want next.   Here are some complementary resources:  Optimize CX by Embedding AI into Your Marketing: An on-demand webinar about how AI can enable smarter marketing by allowing marketers to drive customer intimacy at scale.  Experience 2030 Resources: Learn about what defines today's customer experience and how consumers and brands will evolve through the year 2030.  Connect with Matt: LinkedIn   Connect with Justin: LinkedIn  Check out additional episodes of the Reimagine Marketing podcast series at reimagine-marketing.transistor.fm.  Subscribe to the Reimagine Marketing podcast so you never miss a future episode.   Visit https://www.sas.com/en_us/explore/reimagine-marketing-podcast.html to learn more about our guests, upcoming episodes and more.   If you'd like to be a guest on a future episode, have an idea for a future topic or would like to share feedback about our Reimagine Marketing podcast, send us an email: reimaginemarketingpodcast@sas.com.   About our guests:  Justin Theng for the last 20 years has helped grow the revenue of hundreds of organisations ranging from large household brand names to small businesses and startups. As a multi-award winning marketer, speaker and author, Justin's belief is that customer analytics empowers customer delight. His brand experience extends across Spotify, Volkswagen, Coca-Cola, Telstra, ABC, Yahoo and McDonalds. Via his agency and coaching business prior to joining SAS, many of Justin's clients have gone on to huge success. These include business owners, CMO's and CX leaders. Justin manages to remove the confusion and hype around AI and marketing with his easy to implement frameworks for attracting, converting and delighting.  Prof. Matt Kuperholz was trained as an actuary but has been practising data science for more than 25 years focused on AI for the last 20. He is PwC Australia's Chief Data Scientist and a partner in their consulting business. Matt was awarded Australia's Top Analytics Leader by their premier industry body, and one of Australia's Top 100 Knowledge Workers by then prime minister Malcolm Turnbull and the Office of the Chief Scientist. Most recently Matt has been named one of the global top 100 tech innovators. 

In today's marketing world, the need for marketing planning is increasing by the day. The marketing mix became more extensive, budget is under stress and the call for return on marketing investment using extensive measurement is key.   In this episode of Reimagine Marketing, Steven Hofmans welcomes guest Sandy Kirchhoff, senior marketing manager at Office Depot Europe. Steven and Sandy discuss marketing planning, which allows an organization to plan where the organization is going based on the objectives that need to be met, accelerate the plan if needed and ensure there is a fair chance of hitting the set KPIs.   This podcast covers:  Marketing planning best practices from Office Depot Europe.   The impact marketing planning can have on an organization and which KPIs to measure.   Can marketing planning and agility go hand in hand?   Typical challenges when using marketing planning, including what to do when programs underperform against ROI goals.  Here are some complementary resources:  Marketing Planning with SAS: Centrally manage your marketing life cycle with speed and agility.  Experience 2030 Resources: Learn about what defines today's customer experience and how consumers and brands will evolve through the year 2030.  Connect with Sandy: LinkedIn   Connect with Steven: LinkedIn  Check out additional episodes of the Reimagine Marketing podcast series at reimagine-marketing.transistor.fm.  Subscribe to the Reimagine Marketing podcast so you never miss a future episode.   Visit https://www.sas.com/en_us/explore/reimagine-marketing-podcast.html to learn more about our guests, upcoming episodes and more.   If you'd like to be a guest on a future episode, have an idea for a future topic or would like to share feedback about our Reimagine Marketing podcast, send us an email: reimaginemarketingpodcast@sas.com.   About our guests:  Sandy Kirchhoff: Sandy holds a Master of Science in marketing and has held different marketing positions at Office Depot. From retention manager, head of campaigns to today senior manager of commercial marketing, Sandy is always planning for an amazing customer experience and a good return on marketing investment.    Steven Hofmans is a customer experience advisor on a mission to make every citizen a happy customer. Steven believes today's customer experience needs to be personalized, zero effort, frictionless, proactive and about the customer. During his first years Steven worked for the marketing divisions of 3M, AB Inbev, Deutsche Bank and ING. In 2013, he joined SAS as a customer experience advisor and works with numerous customers across southwest Europe with a focus on understanding their pain-points and driving value for their marketing organizations. Steven holds a master's degree in business administration. 

The Reimagine Marketing podcast explores how marketing organizations are re-inventing themselves in the age of the digital consumer. This episode features two of our global co-hosts, Wilson Raj and Steven Hofmans, as they review Season One episodes and guests, explore some of the hot topics facing marketers today and share some of the potential topics we'll unpack during Season Two.  This podcast covers:  Recaps of   Episode 2: Butcher Shop as Math House – Connecting with Tomorrow's Digital Consumer, Today  Episode 8: Ethical AI Meets Privacy – Avoid the Paparazzi Effect  Episode 9: Digitizing Southern Hospitality  Potential topics we'll cover in Season Two, including:  Fan experience  Marketing planning in the digital age  The evolution of CX and how to make it more participatory.  AI-powered marketing – the balance of artificial intelligence and human intelligence.  We're excited to share that you'll now find us on our own dedicated channel – so go search for Reimagine Marketing on your favorite podcast platforms. Subscribe today for show notes, to hear previous episodes and to catch Season 2 content as it drops later this summer. Don't forget to join us when we return with more personalities, paradigms and practices on the future of marketing and CX. Thank you for listening!  Check out additional episodes of the Reimagine Marketing podcast series at reimagine-marketing.transistor.fm.  Subscribe to the Reimagine Marketing podcast so you never miss a future episode.  Visit sas.com/reimaginemarketingpodcast to learn more about our guests, upcoming episodes and more.  If you'd like to be a guest on a future episode, have an idea for a future topic or would like to share feedback about our Reimagine Marketing podcast, send us an email: reimaginemarketingpodcast@sas.com.   About our guests:  Wilson Raj is the Global Director of Customer Intelligence at SAS, responsible for the marketing of SAS' AI-powered marketing solutions. He has been a marketing leader at Fortune Global 500® companies such as Microsoft, Medtronic and Philips, and advised C-level executives about digital strategy while at award-winning agencies Publicis Groupe, VML/Young & Rubicam and Wunderman. Wilson is often featured in keynotes and in major media publications such as Adweek, CMSWire, CRM Magazine, Forbes, InformationWeek, MarketingProfs, ZDNet, and more.  Steven Hofmans is a customer experience advisor on a mission to make every citizen a happy customer. Steven believes today's customer experience needs to be personalized, zero effort, frictionless, proactive and about the customer. He helps marketing, sales and service departments to explore how they can revolutionize their marketing processes in order to reach that customer experience of the future. Using inspiring presentations and practical examples, he wants to show what proactive customer experience could look like. 

“The modern (today's) definition of Southern Hospitality is combining the ease and comfort of a digital interaction with the trust that your individual experience is unique and important.” – Clark Twiddy  In a “socially distant” market, the hotel industry is among the hardest hit. Like many industries, hospitality will see both substantial and subtle shifts in the post-pandemic era. In this episode of Reimagine Marketing, Wilson Raj welcomes Clark Twiddy, President of Twiddy & Company to examine a set of recovery scenarios for hotels. On the consumer side, Wilson and Clark explore what guests say will make them feel safe when traveling, including contactless check-ins and check-outs, and an added emphasis on trust. Because “luxury is not a price point, it's an experience.”  This podcast covers:  How hospitality and travel brands are rethinking marketing efforts, moving from transaction-oriented to value-oriented.   The importance of being fast and digitally relevant while building common trust to reinforce engagements and relationships.  How to develop new processes and implement new technologies to adapt quickly to a changing market  The significance of creating a culture that promotes agility, innovation and collaboration.  Considerations for accelerating not just recovery, but resiliency, in the hospitality industry.  Here are some of the resources we mentioned during the episode:  Experience 2030 Pulse Report: The Acceleration of Digital Engagement, Personalization and Trust  Experience 2030 Resources: Learn more about what defines today's customer experience and how consumers and brands will evolve through the year 2030.  Old-fashioned hospitality starts with cutting edge-analytics: Learn how SAS Analytics helps Twiddy & Company orchestrate the ideal vacation  Connect with Wilson: LinkedIn | Twitter  Connect with Clark: LinkedIn | Twitter | Twiddy & Company  Check out additional episodes of the Reimagine Marketing podcast series at reimagine-marketing.transistor.fm.  Subscribe to the Reimagine Marketing podcast so you never miss a future episode.  Visit https://www.sas.com/en_us/explore/reimagine-marketing-podcast.html to learn more about our guests, upcoming episodes and more.  If you'd like to be a guest on a future episode, have an idea for a future topic or would like to share feedback about our Reimagine Marketing podcast, send us an email: reimaginemarketingpodcast@sas.com.  About our guests:  Wilson Raj is global director of customer intelligence for SAS, responsible for global marketing to establish, evolve and evangelize SAS' analytics-powered marketing solutions. Raj has held global leadership positions in marketing at Fortune Global 500® companies including Microsoft, Novell. Medtronic, and Philips, and advised C-level executives about digital strategy while at award-winning agencies Publicis Groupe, VML/Young & Rubicam and Wunderman. Raj has been featured in major media publications such as Adweek, CMSWire, CNBC.com, Forbes, InformationWeek, MarTech Advisor, MarketingProfs, ZDNet and more.   Clark Twiddy is president of Twiddy & Company Realtors, a hospitality and property management firm along North Carolina's Outer Banks. With more than 40 years as a second-generation family business, Twiddy & Company balances personal experience for customers with an aggressive commitment to data-based innovation. As a small business, Twiddy & Company has been an early deployer of advanced technology in the vacation rental space nationally. 

In this episode of Reimagine Marketing, Steven Hofmans welcomes Mieke De Ketelaere of IMEC and Ruben Missine of Colruyt Group to discuss artificial intelligence and ethics. Steven, Mieke and Ruben explore the potential risk of AI for consumers and citizens today, how consumers can protect themselves from unethical AI, and how companies should organize to ensure ethical AI approaches.  This podcast covers:  How digital privacy is like celebrity – and whether AI is the next paparazzi.  The potential for AI to democratize data, and how the most trustworthy organizations will prevail (not the most competent).  The concept of weaponizing AI and how to define when something is ethical or not.  Considerations for AI managers when faced with ethical AI issues and issues surrounding unconscious bias.  How companies can develop a good inner compass for ethical AI and how to monitor and train models for what they are intended to accomplish.  Consumer protections from unethical AI.  Here are some of the resources we mentioned during the episode:  Ethics Guidelines for Trustworthy Artificial Intelligence (AI), presented by the High-Level Expert Group on AI (AI HLEG) to the European Commission, April 2019  Resources from Mieke De Ketelaere: Check out gmdeketelaere.com for information about her latest book – Wanted: Human-AI Translators, keynote details and more.  Check out additional episodes of the Reimagine Marketing podcast series at reimagine-marketing.transistor.fm.  Subscribe to the Reimagine Marketing podcast so you never miss a future episode.  Visit https://www.sas.com/en_us/explore/reimagine-marketing-podcast.html to learn more about our guests, upcoming episodes and more.  If you'd like to be a guest on a future episode, have an idea for a future topic or would like to share feedback about our Reimagine Marketing podcast, send us an email: reimaginemarketingpodcast@sas.com.  About our guests:  Steven Hofmans is a customer experience advisor on a mission to make every citizen a happy customer. Steven believes today's customer experience needs to be personalized, zero effort, frictionless, proactive and about the customer. He helps marketing, sales and service departments to explore how they can revolutionize their marketing processes in order to reach that customer experience of the future. Using inspiring presentations and practical examples, he wants to show what proactive customer experience could look like.  Mieke De Ketelaere is Program Director AI at IMEC. Mieke specialized in robotics and artificial intelligence during her studies, and over the last 25 years, she has worked for several multinationals including IBM, Microsoft, SAP and SAS, focused on all aspects of data and analytics. At IMEC, Mieke is responsible for the development and rollout of AI strategy. Mieke is a frequently requested keynote speaker on the topics of digitalization, demystifying AI and data privacy and a bestselling author. Her book Wanted: Human-AI Translators is available for pre-order now.  Ruben Missine is the division manager of business analytics, intelligence and digital transformation at Colruyt Group, a retailer in Belgium that is known and proud to be very active around ethical and sustainable business practices. Ruben holds a master's degree in history and business administration and has helped different AI teams grow cross department making an impact on the customer experience and society.  

In this episode of Reimagine Marketing, Wilson Raj and Daniel Newman discuss one of the key goals of our Experience 2030 global research – to identify the buzzwords we're all hearing and to identify what's real and what's not, what's practical and what's hype. Wilson and Daniel demystify themes such as AI, the customer journey, real-time analytics and the supposed death of the CMO. Learn about the actionable steps featured in the Experience 2030 playbook and hear several customer examples.  In prior episodes, Wilson and Daniel focused on key themes of the global Experience 2030 study: smart and immersive technologies, loyalty in the digital age the evolving nature of trust. This episode highlights some key actions brands can take NOW to prepare for customer experiences in the future.  Here are some of the resources we mentioned during the episode:  Experience 2030 Resources: Learn more about what defines today's customer experience and how consumers and brands will evolve through the year 2030.  Discover more resources from Futurum Research: https://futurumresearch.com/   Connect with Daniel: LinkedIn | Twitter   Connect with Wilson: LinkedIn | Twitter  Check out additional episodes of the Reimagine Marketing podcast series at reimagine-marketing.transistor.fm.  Subscribe to the Reimagine Marketing podcast so you never miss a future episode.   Visit https://www.sas.com/en_us/explore/reimagine-marketing-podcast.html to learn more about our guests, upcoming episodes and more.   If you'd like to be a guest on a future episode, have an idea for a future topic or would like to share feedback about our Reimagine Marketing podcast, send us an email: reimaginemarketingpodcast@sas.com.   About our guests:  Wilson Raj is global director of customer intelligence for SAS, responsible for global marketing to establish, evolve and evangelize SAS' analytics-powered marketing solutions. Raj has held global leadership positions in marketing at Fortune Global 500® companies including Microsoft, Novell. Medtronic, and Philips, and advised C-level executives about digital strategy while at award-winning agencies Publicis Groupe, VML/Young & Rubicam and Wunderman. Raj has been featured in major media publications such as Adweek, CMSWire, CNBC.com, Forbes, InformationWeek, MarTech Advisor, MarketingProfs, ZDNet and more.   Daniel Newman is the Principal Analyst and founding partner of Futurum Research and the CEO of Broadsuite Media Group. Newman works with the world's largest technology brands exploring digital transformation and how it is influencing the enterprise. From big data to IoT to cloud computing, Newman makes the connections between business, people and tech that companies need in order to benefit most from their technology projects. 

There's no doubt that the brands that can create personalized engagements with smart and immersive technologies will also boost both loyalty and profitability. But there's a catch. Customers have some serious concerns about how their data is being used, stored and shared.  This episode of Reimagine Marketing focuses on the exchange of value between brands and consumers, and what companies can do from a data and marketing perspective to engender trust from their customers. Wilson Raj and Daniel Newman discuss how brands can offer the perfect blend of trust and technology.  Join us for the next episode of Reimagine Marketing as Wilson and Daniel highlight some key actions brands can take NOW to prepare for customer experiences in the future.  Here are some of the resources we mentioned during the episode:  Experience 2030 Resources: Learn more about what defines today's customer experience and how consumers and brands will evolve through the year 2030.  Discover more resources from Futurum Research: https://futurumresearch.com/   Connect with Daniel: LinkedIn | Twitter   Connect with Wilson: LinkedIn | Twitter  Check out additional episodes of the Reimagine Marketing podcast series at reimagine-marketing.transistor.fm.  Subscribe to the Reimagine Marketing podcast so you never miss a future episode.   Visit https://www.sas.com/en_us/explore/reimagine-marketing-podcast.html to learn more about our guests, upcoming episodes and more.   If you'd like to be a guest on a future episode, have an idea for a future topic or would like to share feedback about our Reimagine Marketing podcast, send us an email: reimaginemarketingpodcast@sas.com.   About our guests:  Wilson Raj is global director of customer intelligence for SAS, responsible for global marketing to establish, evolve and evangelize SAS' analytics-powered marketing solutions. Raj has held global leadership positions in marketing at Fortune Global 500® companies including Microsoft, Novell. Medtronic, and Philips, and advised C-level executives about digital strategy while at award-winning agencies Publicis Groupe, VML/Young & Rubicam and Wunderman. Raj has been featured in major media publications such as Adweek, CMSWire, CNBC.com, Forbes, InformationWeek, MarTech Advisor, MarketingProfs, ZDNet and more.   Daniel Newman is the Principal Analyst and founding partner of Futurum Research and the CEO of Broadsuite Media Group. Newman works with the world's largest technology brands exploring digital transformation and how it is influencing the enterprise. From big data to IoT to cloud computing, Newman makes the connections between business, people and tech that companies need in order to benefit most from their technology projects. 

It's not about loyalty programs, it's about a loyalty mindset – a loyalty program has to be but one arrow in your quiver.   In this episode of the Reimagine Marketing podcast, Wilson Raj and Daniel Newman discuss how loyalty begins before a customer becomes – or even considers becoming – a customer. Wilson and Daniel showcase the Orlando Magic as an example of implied loyalty (recognition, engagement, transaction loyalty), and share examples of brands who use these loyalty types to infuse loyalty throughout the customer journey.  Join us for our next Reimagine Marketing episode where we'll address the issue of digital trust and how brands can offer the perfect blend of trust and technology.   Here are some of the resources we mentioned during the episode:   Experience 2030 Resources: Learn more about what defines today's customer experience and how consumers and brands will evolve through the year 2030.  Discover more resources from Futurum Research: https://futurumresearch.com/   Connect with Daniel: LinkedIn | Twitter   Connect with Wilson: LinkedIn | Twitter  Check out additional episodes of the Reimagine Marketing podcast series at reimagine-marketing.transistor.fm.  Subscribe to the Reimagine Marketing podcast so you never miss a future episode.   Visit https://www.sas.com/en_us/explore/reimagine-marketing-podcast.html to learn more about our guests, upcoming episodes and more.   If you'd like to be a guest on a future episode, have an idea for a future topic or would like to share feedback about our Reimagine Marketing podcast, send us an email: reimaginemarketingpodcast@sas.com.   About our guests:  Wilson Raj is global director of customer intelligence for SAS, responsible for global marketing to establish, evolve and evangelize SAS' analytics-powered marketing solutions. Raj has held global leadership positions in marketing at Fortune Global 500® companies including Microsoft, Novell. Medtronic, and Philips, and advised C-level executives about digital strategy while at award-winning agencies Publicis Groupe, VML/Young & Rubicam and Wunderman. Raj has been featured in major media publications such as Adweek, CMSWire, CNBC.com, Forbes, InformationWeek, MarTech Advisor, MarketingProfs, ZDNet and more.   Daniel Newman is the Principal Analyst and founding partner of Futurum Research and the CEO of Broadsuite Media Group. Newman works with the world's largest technology brands exploring digital transformation and how it is influencing the enterprise. From big data to IoT to cloud computing, Newman makes the connections between business, people and tech that companies need in order to benefit most from their technology projects. 

How immersive do people really want their tech to be?   Consumers are dipping their toes in immersive technology, whether they even realize it or not. And the opportunities created for brands to engage with their consumers through Snapchat and Instagram filters, heads-up driving displays, and augmented reality shopping experiences.  In this episode of the Reimagine Marketing podcast, Wilson Raj and Daniel Newman chat about how brands need to reinvent themselves to keep up with tech-savvy consumers. Wilson and Daniel discuss different types of immersive tech (including augmented reality, chatbots and IoT/sensor-driven world), the findings from our Experience 2030 research and share industry specifics from retail, banking and manufacturing.  Join us for the next episode of the Reimagine Marketing podcast as Wilson and Daniel continue their deep dive into Experience 2030. They will talk about how brands can build, sustain and strengthen brand loyalty in the digital age.  Here are some of the resources we mentioned during the episode:  Experience 2030 Resources: Learn more about what defines today's customer experience and how consumers and brands will evolve through the year 2030.  Discover more resources from Futurum Research: https://futurumresearch.com/   Connect with Daniel: LinkedIn | Twitter   Connect with Wilson: LinkedIn | Twitter  Check out additional episodes of the Reimagine Marketing podcast series at reimagine-marketing.transistor.fm.  Subscribe to the Reimagine Marketing podcast so you never miss a future episode.   Visit https://www.sas.com/en_us/explore/reimagine-marketing-podcast.html to learn more about our guests, upcoming episodes and more.   If you'd like to be a guest on a future episode, have an idea for a future topic or would like to share feedback about our Reimagine Marketing podcast, send us an email: reimaginemarketingpodcast@sas.com.   About our guests:  Wilson Raj is global director of customer intelligence for SAS, responsible for global marketing to establish, evolve and evangelize SAS' analytics-powered marketing solutions. Raj has held global leadership positions in marketing at Fortune Global 500® companies including Microsoft, Novell. Medtronic, and Philips, and advised C-level executives about digital strategy while at award-winning agencies Publicis Groupe, VML/Young & Rubicam and Wunderman. Raj has been featured in major media publications such as Adweek, CMSWire, CNBC.com, Forbes, InformationWeek, MarTech Advisor, MarketingProfs, ZDNet and more.   Daniel Newman is the Principal Analyst and founding partner of Futurum Research and the CEO of Broadsuite Media Group. Newman works with the world's largest technology brands exploring digital transformation and how it is influencing the enterprise. From big data to IoT to cloud computing, Newman makes the connections between business, people and tech that companies need in order to benefit most from their technology projects. 

From an idea that started at a trashcan, Wilson Raj welcomes Daniel Newman, Principal Analyst and Founding Partner of Futurum Research, to discuss what the future of customer experience will look like and how technology will change the way we engage – with brands, with content and with each other.   This episode of Reimagine Marketing introduces the audience to Experience 2030, a collaboration between SAS and Futurum Research. This ambitious, global survey – involving 4,000 consumers, executives, marketers and tech experts – led us to five key themes that will inform the future of CX, including smart technology, immersive technology, trust-enabling technology, loyalty in the digital age and agility & automation.  What will the future of customer experience look like?   How will technologies like AI, smart devices, drones, virtual and augmented reality change the way consumers and brands relate to each other?   Join us next time as Wilson Raj welcomes back Daniel Newman to the Reimagine Marketing podcast. Wilson and Daniel will discuss immersive technology and how brands can reinvent themselves to keep up with tech-savvy consumers.  Here are some of the resources we mentioned during the episode:  Experience 2030 Resources: Learn more about what defines today's customer experience and how consumers and brands will evolve through the year 2030.  Discover more resources from Futurum Research: https://futurumresearch.com/   Connect with Daniel: LinkedIn | Twitter   Connect with Wilson: LinkedIn | Twitter  Check out additional episodes of the Reimagine Marketing podcast series at reimagine-marketing.transistor.fm.   Subscribe to the Reimagine Marketing podcast so you never miss a future episode.   Visit https://www.sas.com/en_us/explore/reimagine-marketing-podcast.html to learn more about our guests, upcoming episodes and more.   If you'd like to be a guest on a future episode, have an idea for a future topic or would like to share feedback about our Reimagine Marketing podcast, send us an email: reimaginemarketingpodcast@sas.com.   About our guests:  Wilson Raj is global director of customer intelligence for SAS, responsible for global marketing to establish, evolve and evangelize SAS' analytics-powered marketing solutions. Raj has held global leadership positions in marketing at Fortune Global 500® companies including Microsoft, Novell. Medtronic, and Philips, and advised C-level executives about digital strategy while at award-winning agencies Publicis Groupe, VML/Young & Rubicam and Wunderman. Raj has been featured in major media publications such as Adweek, CMSWire, CNBC.com, Forbes, InformationWeek, MarTech Advisor, MarketingProfs, ZDNet and more.   Daniel Newman is the Principal Analyst and founding partner of Futurum Research and the CEO of Broadsuite Media Group. Newman works with the world's largest technology brands exploring digital transformation and how it is influencing the enterprise. From big data to IoT to cloud computing, Newman makes the connections between business, people and tech that companies need in order to benefit most from their technology projects. 

In this episode of Reimagine Marketing, Wilson Raj welcomes guest Bernard Marr, best-selling author, futurist and strategic business advisor. Wilson and Bernard discuss the impacts of disruptions (COVID-19, economic uncertainty, etc.) on consumer behaviors and CX trends and answer key questions about how the consumer engagements and brand relationships may be shifting or evolving in this new environment.  This podcast covers:  Why this topic important, and why we're having this particular conversation right now.  What we're seeing across other industries, what trends are rising, what issues CX leaders typically face and the role of technology and data.  How we've seen marketers address these challenges and how others have overcome these hurdles.  What listeners can do right now and what's coming next.  Join us next time as Wilson Raj welcomes Daniel Newman – principal analyst and founder of Futurum Research – to the Reimagine Marketing podcast. Wilson and Daniel will spend several episodes diving into our Experience 2030 global research and provide the macro trends we uncovered about how consumers, brands and technology will evolve through 2030.  Here are some of the resources we mentioned during the episode:  Connecting with the New Digital Customer: An on-demand webinar featuring Wilson and Bernard, as they discuss why marketers must adopt new operating models that involve integrated technology investments in analytics and automation.  Experience 2030 Pulse Report: A re-examination of our prior research providing context, clarity and confidence for today and tomorrow  Resources from Bernard Marr: Check out bernardmarr.com for his latest book, articles, videos and more.  Connect with Bernard: LinkedIn | Twitter | Instagram | Podcast | YouTube  Connect with Wilson: LinkedIn | Twitter  Check out additional episodes of the Reimagine Marketing podcast series at reimagine-marketing.transistor.fm.   Subscribe to the Reimagine Marketing podcast so you never miss a future episode.   Visit https://www.sas.com/en_us/explore/reimagine-marketing-podcast.html to learn more about our guests, upcoming episodes and more.   If you'd like to be a guest on a future episode, have an idea for a future topic or would like to share feedback about our Reimagine Marketing podcast, send us an email: reimaginemarketingpodcast@sas.com.    About our guests:  Wilson Raj is global director of customer intelligence for SAS, responsible for global marketing to establish, evolve and evangelize SAS' analytics-powered marketing solutions. Raj has held global leadership positions in marketing at Fortune Global 500® companies including Microsoft, Novell. Medtronic, and Philips, and advised C-level executives about digital strategy while at award-winning agencies Publicis Groupe, VML/Young & Rubicam and Wunderman. Raj has been featured in major media publications such as Adweek, CMSWire, CNBC.com, Forbes, InformationWeek, MarTech Advisor, MarketingProfs, ZDNet and more.   Bernard Marr is a world-renowned futurist, influencer and thought leader in the field of business and technology. He is the author of 18 best-selling books, writes a regular column for Forbes and advises and coaches many of the world's best-known organizations. He has 2 million social media followers and was ranked by LinkedIn as one of the top 5 business influencers in the world and the No 1 influencer in the UK. 

“A brand isn't what you say it is, it's what people say it is when you stop talking.” – Justin Theng  In this debut episode of Reimagine Marketing, marketing pundits Steven Hofmans, Wilson Raj and Justin Theng dive into the key challenges that marketers are facing today, including the impact of the COVID-19 pandemic on brands and customer loyalty.   In this episode, Steven, Wilson and Justin start off by sharing the quotes that define their craft and discuss:  How to decipher between hype and innovation, the importance of customer satisfaction and frictionless customer journeys.  The full-circle evolution of marketing and why customer delight should underpin everything you do.  Tapping into an essence and an ethos that defines your brand to the folks who matter, and the importance of brand authenticity and empathy.   Join us next time as Wilson Raj welcomes Bernard Marr – best-selling author, keynote speaker, futurist, and strategic business and technology advisor– to the Reimagine Marketing podcast. Wilson and Bernard will discuss how to connect with the new digital customer. In a “socially distant” world, the use of smart and immersive digital technology and AI-fueled automation isn't an option – it's inescapable. If consumers amplify their digital expectations, then brands must keep pace.  Here are some of the resources we mentioned during the episode.  Experience 2030 Interactive Portal Discover a wealth of resources to help you to future-proof your customer experience strategy.  Customer Experience - Now and Into the FutureRead this e-book to learn about five key trends to focus on for the coming decade.   Check out additional episodes of the Reimagine Marketing podcast series at reimagine-marketing.transistor.fm.  Subscribe to the Reimagine Marketing podcast so you never miss a future episode.  Visit https://www.sas.com/en_us/explore/reimagine-marketing-podcast.html to learn more about our guests, upcoming episodes and more.  If you'd like to be a guest on a future episode, have an idea for a future topic or would like to share feedback about our Reimagine Marketing podcast, send us an email: reimaginemarketingpodcast@sas.com.  About our hosts:  Steven Hofmans is a customer experience advisor on a mission to make every citizen a happy customer. Steven believes today's customer experience needs to be personalized, zero effort, frictionless, proactive and about the customer. He helps marketing, sales and service departments to explore how they can revolutionize their marketing processes in order to reach that customer experience of the future. Using inspiring presentations and practical examples, he wants to show what proactive customer experience could look like.  Wilson Raj is global director of customer intelligence for SAS, responsible for global marketing to establish, evolve and evangelize SAS' analytics-powered marketing solutions. Raj has held global leadership positions in marketing at Fortune Global 500® companies including Microsoft, Novell. Medtronic, and Philips, and advised C-level executives about digital strategy while at award-winning agencies Publicis Groupe, VML/Young & Rubicam and Wunderman. Raj has been featured in major media publications such as Adweek, CMSWire, CNBC.com, Forbes, InformationWeek, MarTech Advisor, MarketingProfs, ZDNet and more.   Justin Theng has spent the last 20 years helping grow the revenue of hundreds of organizations ranging from large household brand names to small businesses and startups. As a multi-award-winning marketer, speaker and author, Justin's belief is that customer analytics empowers customer delight. His brand experience extends across Spotify, Volkswagen, Coca-Cola, Telstra, ABC, Yahoo and McDonalds. Justin manages to remove the confusion and hype around AI and marketing with his easy to implement frameworks for attracting, converting and delighting.