Podcasts about Customer analytics

In this engaging episode of the CX Goalkeeper Podcast, I sit down with Peter Ryan, a leading voice in customer experience (CX) and BPO strategy, to explore the key CX predictions for 2025. From Agent AI to market consolidation and real-time voice translation, Peter unpacks trends that are reshaping how companies deliver customer service and drive business outcomes. This is an unmissable conversation for CX leaders aiming to stay ahead of the curve.About the GuestPeter has a degree in Political Studies from the University of Saskatchewan and an MBA from Dalhousie University. Although headquartered in Montreal, Québec, Canada, Peter's clients come from every corner of the globe, so odds are he knows your city well.Peter's passion for CX and BPO shines through in the connections he makes worldwide, and his ability to bring great people together is second-to-none.Contact Peter today and learn how he can help your business thrive in the dynamic world of customer experience outsourcing.Relevant Linkshttps://ryanadvisory.com/about/ https://ryanadvisory.com/top-cx-predictions-for-2025/ Podcast: CX Files: https://cxfiles.libsyn.com/The Top 3 Key LearningsAgent AI will redefine CX operations by supporting both agents and customers, increasing efficiency, and improving employee satisfaction.Mergers and acquisitions will shape the mid-market BPO space, as companies strive for scale, agility, and competitive advantage.Real-time voice translation will unlock new offshore opportunities, enabling businesses to provide multilingual services from non-native speaking regions.Top 3 Quotes"Agent AI is going to be the key AI driver in the CX space going into 2025.""In CX, anyone standing still is moving backwards—you must stay informed and adaptable.""Real-time automated voice translation could be one of the biggest game changers in our industry."Chapters00:00 Welcome and Introduction 01:38 Guest Introduction: Peter Ryan 02:50 Values Driving Professional Career 04:23 Top CX Predictions for 2025 04:30 Agent AI Transformations 07:56 Consolidation of Mid-Market BPO Players 10:04 Real-Time Automated Voice Translation 14:25 Economic Impact on CX Budgets 16:29 Future of Customer Analytics 18:39 Fast Forward: CX in 10 Years 20:55 Final Thoughts and Golden NuggetKeywordscustomer experience, CX predictions 2025, Peter Ryan, Gregorio Uglioni, Agent AI, mid-market BPO, voice translation AI, CX trends, CX Goalkeeper Podcast, customer analytics, CX transformation, AI in contact centers, BPO consolidation, CX strategy, customer service innovation, offshore CX delivery, real-time voice AI,

Thu, 16 Jan 2025 23:00:00 +0000 https://mydata.podigee.io/252-new-episode 6b9115eef4ec491d89adc9ead0f24fe1 Wie geht man als Unternehmen mit dem aktuellen KI-Hype um? Welche Chancen und Risiken gibt es wirklich? Und warum ist manchmal weniger mehr beim Thema KI-Transformation? Darum geht es in der neuen Folge von MY DATA IS BETTER THAN YOURS, in der Host Jonas Rashedi mit Damian Beldycki spricht. Dieser verantwortet als Director Digital, Data and Solutions die Themen Operations, Digitalization, IT und Data im Bereich Organizational Development & People (HR) bei O2. Im Gespräch der beiden Data-Experten geht es zunächst um eine realistische Einschätzung des KI-Hypes. Damian erklärt, warum wir uns aktuell auf dem "Peak of Inflated Expectations" befinden und was das für Unternehmen bedeutet. Dabei wird deutlich: Die größte Gefahr ist nicht die KI selbst, sondern sie zu verschlafen. Damian gibt konkrete Einblicke, wie O2 den KI-Transformationsprozess gestaltet. Der Fokus liegt dabei auf einem ganzheitlichen AI-Framework aus Vision, Ethics & Governance, Organization & People, Use-Cases, Data & Infrastruktur und Enabler. Besonders wichtig: Die Mitarbeiter von Anfang an mitzunehmen. Der Director Digital Data and Solutions teilt spannende Use Cases aus der Praxis. Von der Netzoptimierung über Customer Analytics bis hin zu generativer KI werden verschiedene Anwendungsfelder beleuchtet. Dabei wird klar: Der Erfolg hängt weniger von der Technologie als von den Menschen ab. MY DATA IS BETTER THAN YOURS ist ein Projekt von BETTER THAN YOURS, der Marke für hochwertige Podcasts. Zum LinkedIn-Profil von Damian: https://www.linkedin.com/in/damian-beldycki/ Zur Webseite von O2: https://www.o2online.de/ Zu allen wichtigen Links rund um Jonas und den Podcast: https://linktr.ee/jonas.rashedi Zeitstempel: 00:00:00 Intro und Begrüßung 00:05:15 Gartner Hype Cycle 00:07:31 KI-Hype und aktuelle Marktentwicklung 00:12:56 Regulierung vs. Innovation in Deutschland 00:17:38 KI: Ethik und Bias 00:24:08 Ganzheitliche KI-Strategie 00:29:57 Change Management und Mitarbeiter-Einbindung 00:34:38 Use Cases bei O2 00:45:25 Persönliche KI-Nutzung full no Jonas Rashedi

Random Cool People I Know with, Yun ChenJoin us as Yun patches in from her family home in China to share with us her journey to Singapore as a young teenager via a scholarship, and then chooses Singapore as her home. Hear about her fabulous ability to redefine herself, through mastering each role she has taken and attracting sponsorship from her employers. Yun shares with us the importance of determination and work ethic, yet in balance with rest and inner work. Learn about her coaching approach that combines ontology, positive psychology and systems thinking as a powerful offering for leaders and teams to find congruency within. We touch on the power of language and sensation to cultivate resilience and clarity, how the relationship that you cultivate with yourself is key to all relationships and the role of daily meditation and cleansing rituals in her success.Fanny (Chen Yun) is a seasoned Executive and Life Coach with over 17 years of corporate experience in Change Management across Data, Customer Analytics, Risk Analytics, Regulatory Reporting, and Climate Risk within the banking sector. Originally from China, Yun moved to Singapore as a teenager on a full scholarship and graduated with first-class honours in engineering in 2007. Her passion for continuous learning led her to further studies in Strategic Marketing and Positive Psychology, while leading cross-functional teams in delivering complex projects and driving organizational change in her corporate job.In 2020, Yun received a scholarship from her employer for coaching training and certification, which sparked her transition into an internal Executive Coach in an international bank, supporting leaders in achieving professional and personal growth. With an ICF-ACC Credential and on her journey toward the ICF-PCC Credential, her passion pushed her to expand her coaching practice in 2024 by launching The Coaching Wave (TCW). Through TCW, Yun helps clients embrace their authentic selves, cultivate resilience and achieve fulfilment, using a holistic coaching approach that integrates ontology, systems thinking, and positive psychology.Yun's unique journey from academia to the corporate world and now coaching equips her with a comprehensive understanding of leadership, transformation, and sustainable growth. She said, “I find purpose and joy in coaching.”You can contact Yun here:Website: https://www.thecoachingwave.com/LinkedIn:https://www.linkedin.com/in/yun-chen-12199b23/Facebook:https://www.facebook.com/fanny.c.yunAnd if your spirit is stirred by these amazing conversations, don't forget to like, subscribe and leave a review - so more people can find their way to The Modern Crone. Thank you for tuning in!  The Modern Crone team -Theme music and season intro tracks:Sam Joole: www.samjoole.comCover design and photographyLuana Suciuhttps://www.instagram.com/luanasuciu/Luanasuciu@gmail.com Voice editing:Christopher Hales - Mask Music Studiosmaskmusicstudios@outlook.com

Welcome to the Retail Media Moguls podcast, hosted by Stuart Adamson and brought to you by Platform 195. In this episode of Retail Media Moguls, Stuart is joined by Andreas Antrup, SVP of Partner Services at Zalando. Andreas shares insights into building Zalando's marketing services from the ground up, developing innovative partner-facing solutions, and leveraging data science to create a comprehensive retail media offering that serves over 50 million active customers across Europe.

In this episode of the CX Goalkeeper Podcast, Gregorio Uglioni sits down with Mohan Mannava, a seasoned expert in AI, machine learning, and data science, to dive deep into how these technologies transform customer experience. Mohan shares practical examples from his experience at Upwork and SiriusXM, highlighting how AI can boost personalization, streamline business processes, and drive customer retention. You'll walk away with actionable insights into how data and AI can deliver real business value while maintaining a human touch.About the GuestMohan is an accomplished leader in Customer Analytics and Insights. He currently heads the function at Upwork within the CX organization. With over 12 years of extensive experience spanning the financial services, technology, and consulting sectors, Mohan has honed his expertise in Data Analytics and Insights.Throughout his career, Mohan has built decision-making systems and solutions that address complex customer problems and drive product innovation. His role at Upwork allows him to leverage data to uncover critical insights, shaping strategies that enhance customer experiences and business outcomes.Mohan's passion for utilizing data to solve real-world problems and his commitment to driving product innovation make him a valuable asset to any organization. His deep understanding of customer behavior and market trends positions him as a thought leader in the CX space, continually striving to elevate customer experience standards through data-driven insights.Relevant Linkshttps://www.linkedin.com/in/mohankrishnamannavaThe Top 3 Key LearningsAI and Hyper-Personalization: AI enables hyper-personalized experiences by tailoring content and interactions based on customer preferences and behavior, significantly improving retention and satisfaction.Connecting CX Metrics to Business Outcomes: Companies must track CX metrics like NPS and tie them back to revenue, customer retention, and business value.Balancing Technology with Human Empathy: While AI can streamline and optimize customer service, maintaining a human touch is critical to ensuring empathy and meaningful connections with customers.Top 3 Quotes"The key to exceptional customer experience isn't just about having the most advanced technology; it's about finding the perfect balance between technological innovation and human empathy.""AI and machine learning can help us understand what drives customer retention or churn and allow businesses to focus on what needs improvement for meaningful outcomes.""Behind every data point is a real person with real emotions and real needs. We should let AI augment human capabilities, not replace them."Chapters00:00 Introduction and Guest Presentation 02:30 Values and Drivers 04:02 Role of AI and Machine Learning in Business 06:30 Specific Examples of AI Integration 09:08 Connecting Metrics to Business Outcomes 13:43 Skills for Staying Relevant in CX 18:25 Exciting Trends in AI and ML 21:32 Ethics in AI and ML 25:24 Future of CX and Final Thoughts 29:51 Closing RemarksThank you for reading! We'd love your feedback. Don't forget to follow and subscribe to the CX Goalkeeper Podcast on your preferred platform:Apple PodcastSpotify

Send us a Text Message.Elevating customer loyalty while driving personalized content, experiences, and incentives that truly resonate with the customer is critically important in today's marketplace. Loyalty360's brand members report the need to drive personalization at scale—necessitating a deeper understanding of disparate technologies that require seamless integration to allow for coordinated orchestration leveraging first- and zero-party data.  Often, in challenging economic environments, budgets are constrained. Understanding new technologies and their actual functionalities can be a hurdle for many brands. Securing placement in the organization's implementation queue and earning priority designation can be an uphill battle.  Loyalty360's research consistently indicates that brands do not feel they have the ability to understand the rapidly evolving martech environment, yet that did not stop Blaze Pizza from leveraging their legacy technologies into a series of manual processes to drive award-winning personalization. Blaze Pizza was a finalist at Loyalty360's 2024 Loyalty Expo in the Customer Analytics, Insights, and Metrics category, taking home the Bronze Award. In this in-depth exclusive, the brand's Senior Growth Marketing Manager, Lindsay Smith, discusses the company's unique approach to customer loyalty, how it's leveraging geo-fencing and gamification, and how—even in a cautionary economic environment—Blaze Pizza is creatively driving sales. Watch the full interview here.Read the feature on Loyalty360 here.

Take your marketing, content creation, and market research to new levels with CrawlQ! More details at https://discovercrawlq.com/ DiscoverCrawlQ City: Oudeschild Address: 32 Loodssingel Website: https://discovercrawlq.com

Join host Waheed Najimi in exploring the importance of fostering a data-driven culture in today's businesses. In this episode, Claudia Chitu, Product Analytics Manager at Acast, Wahidul Islam, Consumer Analytics Manager at Electrolux, and Sunil Rao Sarode, Head of Customer Analytics at Axo Finans, share insights into leveraging data to drive strategic decision-making, optimize products and services, and enhance customer experiences. Tune in for expert advice on building and sustaining a data-centric approach for organizational success.

This week we're re-airing an episode that originally came out in June, but the topic is more relevant than ever. The interview you'll hear is part of our Leadership Series, where we hand the mic to leaders at Scotiabank to interview experts on an issue that resonates with them. You'll hear a conversation hosted by Grace Lee, Scotiabank's Senior Vice President, Chief Data and Analytics Officer, with Anton Ovchinnikov, Distinguished Professor at the Smith School of Business at Queen's University and a Scotiabank Scholar of Customer Analytics. They discuss what exactly data ethics means, why financial services are well positioned to take a leadership role in this emerging field and much more.  Read Anton's research study on AI and gender bias here. Other episodes of the Leadership Series:  The power of allyship in the workplace  Challenging the narrative around women and farming Key moments this episode: 1:59 — What exactly is data ethics?  3:41 — How does the study of data ethics relate to traditional ideas of ethics? 6:30 — Technology is evolving faster than our norms and ethics can keep up it seems, how can we feel comfortable around things like AI? 9:04 — How should can people play a positive role in implementing data ethically as more and more people have access 11:50 — How is ethics around data evolving?  13:47 — How can people concerned about AI ensure it's doing more good than harm 15:53 — Why AI's use ultimately is a business decision 16:52 — What Grace sees as the hardest part about implementing AI in a business 18:58 — Why increased awareness of AI has been helpful 20:03 — What Grace has learned from risk management that she applies to her approach to implementing AI

It's hard to imagine what advertising and marketing in general will look like given the speed of development in the AI constellation of technologies. Today, wholesale automation of marketing functions, hyper-personalized targeting and predictive forecasting. Tomorrow, AI bots on sales calls? This episode takes a decidedly analytical look at AI-enabled marketing with guest Ceren Kolsarici, Ian R. Friendly Fellow of Marketing and director of the Scotiabank Centre for Customer Analytics at Smith School of Business. Dr. Kolsarici talks about the speed bumps that could slow AI adoption and shares what marketers need to do now to lay the groundwork for what's to come. She is joined in conversation by host Meredith Dault. Special Guest: Ceren Kolsarici.

The CPG Guys are joined in this episode by Lisa Kinney, VP Customer Analytics & Market Intelligence at Albertsons Companies, one of the largest food & drug retailers in the United States.Follow  Lisa Kinney on LinkedIn at: https://www.linkedin.com/in/lisa-kinney-4499b12/Follow Albertsons on LinkedIn at: https://www.linkedin.com/company/albertsons/Follow Albertsons online at: https://www.albertsonscompanies.com/Watch Lisa serve a Skyline Cheese Coney to Former First Lady Barbara Bush: https://local12.com/news/local/barbara-bush-visited-the-tri-state-several-timesLisa answers these questions:1)  Customer-centric insights & analytics are at the heart of your experience. What drew you to this field and what types of data sources do you think as being central to a retailer's ability to establish business intelligence capabilities for success?2) Are demographics still primarily relevant in terms of customer understanding or are they more contextual in helping better understand customer segments based upon purchasing behavior? What do you see as the inherent limitations of demographics in analytics?3) Historically, retailers have leveraged the analytic muscle of its key vendor partners to inform their business analytics. Is that still the case? How are retailers accessing meaningful insights independent of CPG manufacturers and what role do you see these business partners playing going forward?4) A retailer's transaction data set is quite rich. How should retailers mobilize and create strategy and actions with this asset and what are the barriers or key to simplifying for merchants to use and action?5) Can you give us a flavor for some of the problems that retailers are tackling through analytics?6) How important are analytics in supporting eCommerce and full-funnel retail media marketing?7) How do retailers or brands trying to create a customer centric, data driven culture get started? What are some of the lessons learned throughout your career you can share to help accelerate success and avoid some of the pitfalls you have had to learn and pivot to avoid?8) Any words of wisdom for peers or early in their careers that you can offer to help them navigate this ever changing industry of data, analytics, and change management?CPG Guys Website: http://CPGguys.comFMCG Guys Website: http://FMCGguys.comCPG Scoop Website: http://CPGscoop.comNextUp Website: http://NextUpisnow.org/cpgguysRetailWit Website: http://retailwit.comDISCLAIMER: The content in this podcast episode is provided for general informational purposes only. By listening to our episode, you understand that no information contained in this episode should be construed as advice from CPGGUYS, LLC or the individual author, hosts, or guests, nor is it intended to be a substitute for research on any subject matter. Reference to any specific product or entity does not constitute an endorsement or recommendation by CPGGUYS, LLC. The views expressed by guests are their own and their appearance on the program does not imply an endorsement of them or any entity they represent.  CPGGUYS LLC expressly disclaims any and all liability or responsibility for any direct, indirect, incidental, special, consequential or other damages arising out of any individual's use of, reference to, or inability to use this podcast or the information we presented in this podcast.

Today's episode features guest host Allison Dirksen, head of Wealth Solutions Sales at Voya. Allison is joined bynot one, but two repeat guests: Tom Armstrong, vice president, Customer Analytics and Insight, head of Voya's Behavioral Finance Institute for Innovation at Voya and Nick Maynard, senior vice president at Commonwealth, a national nonprofit focused on building financial security and opportunity for financially vulnerable people through innovation and partnerships to change systems. Tom and Nick join Allison to talk about emergency savings, specifically within the workplace, a topic that's come to light more given the passing of the SECURE 2.0 retirement legislation.Allison Dirksen is a Registered Representative of Voya Financial Partners, LLCNick Maynard and Commonwealth are unaffiliated with the Voya® family of companies.CN2998464_0725

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. 

Sally Beauty is a US based distributor and retailer of professional beauty products to both retail consumers and beauty salon professionals worldwide, and for the last two years, its Sally Beauty™ Rewards program account has been recognized by American consumers as one of their favorite loyalty programs. In this episode of "Let's Talk Loyalty", Gabriel Trujillo, Vice President CRM, Loyalty, Customer Analytics and Research at Sally Beauty shares his insights on how the brand continues to achieve this superb recognition for their loyalty program, driven by their extensive network of stores, and their inclusive workplace, which together deliver an incredibly high NPS score. Listen to learn some secrets to this success of this industry-leading retailer and their incredible customer loyalty.   Show Notes: 1) Sally Beauty 2) Sally Beauty™ Rewards⁠ 3) Gabriel Trujillo 4) Newsweek: Americas Best Loyalty Programs 2023 - Sally Beauty 5) Sally Beauty - Investor Relations Presentation

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. 

This week, The Buzz presents a panel from our 2022 CX Summit. High-Impact Service Providers (HISPs) are federal entities that provide necessary services directly to the American public, as designated by the Office of Management and Budget. In this panel discussion, customer experience leaders at some of our nation's most critical agencies break down their service delivery efforts.Panelists:Lee Becker (Moderator) - Senior VP, Public Sector & Healthcare, MedalliaNicole Callahan - Voice of the Customer, Customer Analytics at Federal Student Aid, Department of EducationAmber Chaudry - Customer Experience Lead, Department of Housing & Urban DevelopmentVashon Citizen - Digital Services Division Chief, Office of Access and Information Services at U.S Citizenship and Immigration ServicesKenneth Corbin - Chief Taxpayer Experience Officer, Internal Revenue ServiceBen Sweezy - Director of Federal Digital Strategy, SalesforceSubscribe on your favorite podcast platform to never miss an episode! For more from ACT-IAC, follow us on Twitter @ACTIAC or visit http://www.actiac.org.

In this episode of Telaid Tech Connect, host Beth Bergmann has a conversation with Susan Sly, co-founder of Radius AI, about human-centric AI and the future for AI in retail. They explore use cases for AI as well as what the technology looks like today versus what it may look like in the future.   IN THIS EPISODE:    [2:57] What is AI and what isn't it? [6:39] What is human-centric AI?   [12:45] What does the art of AI mean to Radius AI and to the industry?  [16:23] What is the potential for sentient AI in the future?  [17:50] How are the savviest retailers who are deploying AI looking at the big picture? What differentiates the first movers in the industry? [24:14] What do the next few years have in store for AI in retail?    KEY TAKEAWAYS:    There are three key types of AI right now: Text AI – Can process documentation faster than humans Language AI – Can process auditory language like Siri or Alexa Computer vision – Can process visual data, able to filter video and point humans to the relevant portions Human-centric AI is AI that is designed to empower humans. Some things people do better than AI, for example, understanding the context for why someone might be on the ground. AI does a better job of flagging the fact that someone is now on the ground. AI and humans working together experience optimal results.  Sentient AI can “think for itself.” However, that AI has to receive training from somewhere. Many of the beneficial applications for sentient AI coming in the near future may be companion care, whether for pets or the elderly. An AI-based companion may be able to provide early diagnosis of a parent with Alzheimer's, for example.  A recent study indicated that 54% of AI pilots go to production, up from 8% in recent years. Retailers can increase that number by aligning with qualified partners who have vetted providers and who can help them pilot projects prior to large scale rollout.  AI enablement for customer experience may include something like customers opting into facial recognition so when they show up in a store to shop, an associate can bring them their favorite beverage or they can receive a notification that there are new items from their favorite brand in store and here's a map to locate those items. The retailers who experiment early and pioneer new use cases are going to be the winners.    LINKS MENTIONED    Radius AI   LinkedIn – Susan Sly   BIO:    Susan Sly is a tech investor, co-founder, best-selling author, keynote speaker, entrepreneur and podcast host of Raw and Real Entrepreneurship. Susan holds an Advanced Certificate for Executives in Management, Innovation, and Technology from MIT and is the author of 7 books. As a highly acclaimed keynote speaker, Susan has spoken for MIT, NVIDIA, Intel, Lenovo, and shared the stage with Tony Robbins, Jack Canfield, Robert Kiosaki, and more. And she has been a featured guest speaker for the National Restaurant Association, Executives Next Practices Institute, Forbes Roundtable, Corenet Global and the Edge AI Summit. In 2022 Susan was honored to receive the Rosalind Franklin Society Award in Science and a nomination for the Rising Star in AI from Venture Beat. Susan is the Co-CEO, and Co-founder, of RadiusAI – an award-winning artificial intelligence company with offices on three continents.

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. 

As a Market Research & Insights professional, you have likely heard the term "insights democratization." The phrase invokes a vision of organizations that have numerous data sources, and data-based findings, that are seamlessly shared within and between various functional areas in a friction-free manner. Everyone with appropriate permissions has access to all the customer data they need--whether from behavioral data, transactional data, syndicated data, or primary market research data. In this episode, Research Rockstar President Kathryn Korostoff interviews Thor Olof Philogene on this important topic, and they also discuss some of the innovative things his company, Stravito, is doing to advance this concept from aspiration to reality.  Mentioned in this Conversation: -- 2016 use of the term "Insights Democratization": "Keynote presentation by Ray Poynter (Excellent!) #MRIA16 #NewMR @raypoynter", https://lovestats.wordpress.com/tag/ray-poynter/ -- Thor Olof Philogene's, CEO of Stravito, LinkedIn: https://www.linkedin.com/in/thorolof/ and company Twitter: https://twitter.com/StravitoAB -- Ray Poynter, Chief Research Officer, Platform One, LinkedIn: https://www.linkedin.com/in/raypoynter/ and Twitter: https://twitter.com/RayPoynter -- Annie Pettit, Chief Research Officer, E2E Research, LinkedIn: https://www.linkedin.com/in/anniepettit/?originalSubdomain=ca and Twitter: https://twitter.com/LoveStats -- Burberry study mentioned in the episode: https://www.stravito.com/resources/burberry-mixes-creativity-with-data-to-design-an-insights-driven-future -- Forrester data mentioned in the episode: https://www.stravito.com/resources/forrester-tei-study-illustrates-stravitos-business-impact Conversations for Research Rockstars is produced by Research Rockstar Training & Staffing. Our 25+ Market Research eLearning classes are offered in both real-time and on-demand formats and include options to earn Insights Association Certificates. Our Rent-a-Researcher staffing service places qualified, fully-vetted market research experts, covering temporary needs due to project and resource fluctuations. ***We believe it: Inside every market researcher, is a Research Rockstar!*** Hope you enjoy this episode of Conversations for Research Rockstars.  https://www.researchrockstar.com/ Facebook: https://www.facebook.com/ResearchRockstarTraining Twitter: https://twitter.com/ResearchRocks LinkedIn: https://www.linkedin.com/company/2038750 877-Rocks10 ext 703 for Support, 701 for Sales Info@ResearchRockstar.com  

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.

Customer Analytics with Aurelie Lemmens Today's guest on The Property Management Show is Aurelie Lemmens, an Associate Professor of Marketing at the Rotterdam School of Management, Erasmus University in The Netherlands, and Academic Director of the Expert Practice on Customer Analytics at the Erasmus Center for Data Analytics. Dr. Lemmens is an expert on the […] The post Customer Analytics with Aurelie Lemmens appeared first on Fourandhalf Marketing Agency for Property Managers.

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. 

 Meet Aurelie Lemmens! She is the Academic Director of the Expert Practice on Customer Analytics at the Erasmus Center for Data Analytics in The Netherlands. She'll be on the podcast talking about Customer Churn. Check out the video for a sneak peek of our interview with her. The post Podcast Sneak Peek: Customer Churn with Aurelie Lemmens appeared first on Fourandhalf Marketing Agency for Property Managers.

Gina Bahremand, Vice President of Audience Research at Fox Television Network, and current Wharton student Paul Heysch De La Borde, join Wharton Business Daily to talk about Fox's partnership with Wharton Customer Analytics to track NFT data to better understand their audience. See acast.com/privacy for privacy and opt-out information.

In Episode 41 of Season 2, on Driven By Data, https://www.linkedin.com/in/ACoAAAz5twABKmxOOvRZGlVKdCCPHSUp8Ug-8T4 (Kyle Winterbottom) is joined by Senior Vice President of Customer Analytics & Marketing at Popular Bank, Alyssa Elser, where they discuss how combining different disciplines can help unlock the power of Data, which includes: The process of building the CA function from scratch Why this was on the business agenda and its purpose Specific disciplines that have been merged together and how this was decided What this means in reality, in terms of what it allowed Alyssa to create The benefits and challenges of building the CA function Details regarding the team at Popular Bank e.g. size Benefits of coupling Data & Analytics with research How the element of cultural change was managed/addressed amongst the new function build How all of this tied back to the Data/Insights strategy as-well as the Business strategy

Host, Jeffrey Hayzlett has always said that a ‘brand is nothing but a promise delivered.' Today's guest on All Business is part of a brand that has been in existence for over 100 years, and they have certainly delivered on those promises. Throughout the decades, their focus has been directed towards supporting small businesses, by partnering with them to create a more efficient customer service approach. Taryn Rayment is the Chief Marketing Officer at FTD and she brings extensive experience in global marketing, customer analytics, and ecommerce. Rayment discusses the longevity of the brand, rebranding, data, and more. Learn more about your ad choices. Visit megaphone.fm/adchoices

Find the YouTube link below: Customer LTV

Find the YouTube video link below: Retention Analytics

Find the YouTube video link below: Acquisition Analytics

Find the YouTube video link below: Introduction to Customer Analytics

Find the YouTube video link below: Segmentation Analytics

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. 

They say you can never have too much of a good thing and for us at Voya that good thing is data. So, on today's episode Bill and Heather talk to some repeat guests, back by popular demand: Kerry Sette, Head of Consumer Insights and Research at Voya Financial, and Tom Armstrong, VP, Customer Analytics and Insight. Kerry and Tom discuss recent insights from Voya's broad consumer insights and findings from our retirement plan participant data at Voya which showed that the pandemic has clearly made saving for the future a priority for people, within all generations. Tune in hear to hear more on the findings.  Data referenced in this episode leveraged from the following sources:Internal Voya retirement plan participant data as of June 30, 2021.Results of a Voya Financial survey conducted through Ipsos on the Ipsos eNation omnibus online platform among 1,005 adults aged 18+ in the U.S., featuring 499 Americans working full-time or part-time; 284 Millennials and 191 Millennials working full-time or part-time. Research was conducted June 3-4, 2021.Results of a Voya Financial survey conducted through the Engine CARAVAN omnibus online platform among 3,012 U.S. adults aged 18+, featuring 1,113 Americans working full-time or part-time and eligible to participate in their employer's benefits program.  The research was conducted July 22-27, 2020.  Data is weighted to the most recent census data. Results of a Voya Financial survey conducted through AYTM (Ask Your Target Market) online research platform among 500 adults, aged 18-64, who are working full-time or part-time, eligible to participate in their employer's benefits program, and completed their 2021 workplace open enrollment period within 6 months of the survey.  The research was conducted March 10-12, 2021.  Results are balanced by age and gender to reflect the U.S. population.Kantar U.S. Monitor COVID-19 Download Volume 2. The Kantar survey was conducted from April 23 – April 29, 2020 with n=2,000 US consumers. Bill Harmon is a registered representative of Voya Financial Partners, LLC (member SIPC).CN1834600_0922

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. 

So much of what we do, both within Voya as company and the industry at-large can not only benefit from, but is driven by data and analytics. Amid a year of market volatility and financial concern, looking at participant behavior among retirement accounts is more important than ever — and that includes not just actions people are taking, but sentiment. Joining Bill and Heather today is Voya's own Tom Armstrong, VP, Customer Analytics and Insight, who shares the latest trends based on actual actions of participants over the past year.  Data referenced in this episode includes results from Voya's internal data as of Dec. 31, 2020. Bill Harmon is a registered representative of Voya Financial Partners, LLC (member SIPC). CN1608299_0423

In this interview, we discuss how focusing on the customer experience and leading with digital and analytics is serving Zoetis well and the steps the company takes to position its customer at the center of the universe. We discuss how T.D Ameritrade uses analytics and AI to enhance the customer experience, including the Voice of the Customer Analytics capability it has created to help with the added digital pressures on the business and how it has used AI for personalization. Lastly, we discuss how COVID and low interest rates have caused more and more investors to explore the stock market, how the culture of innovation at T.D Ameritrade has allowed it to bring new ideas to market extremely quickly, among a variety of other topics.

Prentice's Challenger TakeawaysThere's no perfect attribution model.Understanding your customers can start outside of Google Analytics.Some of the best research for marketing come from the world of academia. Show Highlights[01:09] An intro to the smart mind joining Prentice today.[03:01] Neil's serendipitous journey into customer analytics[05:45] Why a small number of businesses still don't leverage data[07:59] How Neil coaches advertisers to not get overwhelmed[10:24] Analytics improving customer relationships[12:04] Creative messaging and the power of storytelling[15:02] Attribution - are advertisers getting it?[18:00] The "perfect" attribution[19:08] Neil's best advice[21:00] Proof - a new venture Neil started[23:31] Some more exciting things bubbling up[27:47] What does the future look like for analytics?[31:07] Where to find NeilResourcesNeil Hoyne's ProofConnect with Neil on LinkedInConnect with Neil on Twitter