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Are you ready for the future of customer experience? Tomorrow’s level of CX and personalization will need to be smarter, more immersive, more trust-enabling. Tune in to the SAS Reimagine Marketing podcast as we explore topics including emerging technology, customer loyalty, data privacy and trust, and more so you can reimagine marketing for your organization. All presentations represent the opinions of the presenter and do not represent the position or the opinion of SAS.
- 29 - Reimagining Buzzwords
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.
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).
Tue, 16 May 2023 - 28 - Reimagine Marketing in 2023
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.
Tue, 02 May 2023 - 27 - Reimagine Implementation
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.
Tue, 18 Apr 2023 - 26 - Reimagine Reflection
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. Subscribe to the Reimagine Marketing podcast today for show notes, to hear previous episodes and to catch more Season 3 content as it drops in the new year.
Tue, 29 Nov 2022 - 25 - Reimagine Motivation
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.
Tue, 08 Nov 2022 - 24 - Reimagine Change…Management
In this episode of the Reimagine Marketing podcast, Brian welcomes Kate Parker, 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.
Tue, 25 Oct 2022 - 23 - Reimagining Change
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.
Tue, 11 Oct 2022 - 22 - Reimagine Digital Advertising
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. This discussion also hits on the topics of third-party cookies (be sure to catch season 3, episode 2 to learn more) and the new frontier of advertising in the streaming service ecosystem, including Netflix, Disney+, Paramount+ and more.
Tue, 27 Sep 2022 - 21 - Reimagine Your Cookies
In this episode, our host Brian Alfond discusses the demise of third-party cookies. 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.
Tue, 13 Sep 2022 - 20 - Welcome Back to the Reimagine Marketing Podcast
Welcome Back to the Reimagine Marketing Podcast. 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.
Tue, 06 Sep 2022 - 19 - Reflections & Projections: Season Two
The Reimagine Marketing podcast explores how marketing organizations are re-inventing themselves in the age of the digital consumer. This episode features our global co-hosts, Wilson Raj, Justin Theng and Steven Hofmans, as they review Season Two episodes and guests and ponder some of the potential topics we’ll explore during Season Three.
Tue, 21 Dec 2021 - 18 - Marketers on the Rise: Findings From The CMO Survey
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.
Tue, 07 Dec 2021 - 17 - Rule the World with Customer Experience
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 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.
Tue, 16 Nov 2021 - 16 - People-First Approach: How to Implement Successful MarTech Rollouts Around the Globe
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.
Tue, 02 Nov 2021 - 15 - Match MarTech with Customer Experience Goals
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.
Tue, 12 Oct 2021 - 14 - MarTech Perils and Promises
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.
Tue, 28 Sep 2021 - 13 - Digitizing Beauty Experiences
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.
Tue, 14 Sep 2021 - 12 - Experiential Tech: Happier Customers, Increased Profitability
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.
Tue, 31 Aug 2021 - 11 - Marketing Planning: An Objective Without a Plan is Just a Dream
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.
Tue, 17 Aug 2021 - 10 - Reflections & Projections: Season One
The Reimagine Marketing podcast explores how marketing organizations are re-inventing themselves in the age of the digital consumer. This episode features two of our global co-hosts, Wilson Raj and Steven Hofmans, as they review Season One episodes and guests, explore some of the hot topics facing marketers today and share some of the potential topics we'll unpack during Season Two.
Tue, 18 May 2021 - 9 - Digitizing Southern Hospitality
In a "socially distant" market, the hotel industry is among the hardest hit. In this episode, Wilson Raj welcomes Clark Twiddy, president of Twiddy & Company, a hospitality and real estate asset management firm located on North Carolina's Outer Banks. Wilson and Clark will examine a set of recovery scenarios for hotels and explore what guests say will make them feel safe when traveling.
Tue, 04 May 2021 - 8 - Ethical AI Meets Privacy: Avoid the Paparazzi Effect
In this episode of Reimagine Marketing, Steven Hofmans welcomes Mieke De Ketelaere of IMEC and Ruben Missine of Colruyt Group to discuss artificial intelligence and ethics. Steven, Mieke and Ruben explore the potential risk of AI for consumers and citizens today, how consumers can protect themselves from unethical AI, and how companies should organize to ensure ethical AI approaches.
Tue, 20 Apr 2021 - 7 - Experience 2030 – Actions for a New CX Operating Model
In this episode of Reimagine Marketing, Wilson Raj and Daniel Newman discuss one of the key goals of our Experience 2030 global research – to identify the buzzwords we’re all hearing and to identify what’s real and what’s not, what’s practical and what’s hype. Wilson and Daniel demystify themes such as AI, the customer journey, real-time analytics and the supposed death of the CMO. Learn about the actionable steps featured in the Experience 2030 playbook and hear several customer examples.
Tue, 06 Apr 2021 - 6 - Experience 2030 – The Evolving Nature of Digital Trust
This episode of Reimagine Marketing focuses on the exchange of value between brands and consumers, and what companies can do from a data and marketing perspective to engender trust from their customers. Wilson Raj and Daniel Newman discuss how brands can offer the perfect blend of trust and technology.
Tue, 23 Mar 2021 - 5 - Experience 2030 – Loyalty in the Digital Age
In this episode of the Reimagine Marketing podcast, Wilson Raj and Daniel Newman discuss how loyalty begins before a customer becomes – or even considers becoming – a customer. Wilson and Daniel showcase the Orlando Magic as an example of implied loyalty (recognition, engagement, transaction loyalty), and share examples of brands who use these loyalty types to infuse loyalty throughout the customer journey.
Tue, 09 Mar 2021 - 4 - Experience 2030 – Immersive Technology > Bridging the Customer Experience Divide
How immersive do people really want their tech to be? Consumers are dipping their toes in immersive technology, whether they even realize it or not. And the opportunities created for brands to engage with their consumers through Snapchat and Instagram filters, heads-up driving displays, and augmented reality shopping experiences.
Tue, 23 Feb 2021 - 3 - Experience 2030 - Future-Proof Your Customer Strategy
From an idea that started at a trashcan, Wilson Raj welcomes Daniel Newman, Principal Analyst and Founding Partner of Futurum Research, to discuss what the future of customer experience will look like and how technology will change the way we engage – with brands, with content and with each other.
Tue, 09 Feb 2021 - 2 - Butcher Shop as Math House – Connecting with Tomorrow’s Digital Consumer, Today
In this episode of Reimagine Marketing, Wilson Raj welcomes guest Bernard Marr, best-selling author, futurist and strategic business advisor. Wilson and Bernard discuss the impacts of disruptions (COVID-19, economic uncertainty, etc.) on consumer behaviors and CX trends and answer key questions about how the consumer engagements and brand relationships may be shifting or evolving in this new environment.
Tue, 26 Jan 2021 - 1 - Welcome to the Reimagine Marketing Podcast
In this debut episode of Reimagine Marketing, marketing pundits Steven Hofmans, Wilson Raj and Justin Theng dive into the key challenges that marketers are facing today, including the impact of the COVID-19 pandemic on brands and customer loyalty.
Tue, 12 Jan 2021
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