The Health Pulse

We’ve moved! Find us at https://reimagine-marketing.transistor.fm/ as we continue to ponder the future of customer experience.

There’s no doubt that the brands that can create personalized engagements with smart and immersive technologies will also boost both loyalty and profitability. But there’s a catch. Customers have some serious concerns about how their data is being used, stored and shared. 

This episode of Reimagine Marketing focuses on the exchange of value between brands and consumers, and what companies can do from a data and marketing perspective to engender trust from their customers. Wilson Raj and Daniel Newman discuss how brands can offer the perfect blend of trust and technology. 

Join us for the next episode of Reimagine Marketing as Wilson and Daniel highlight some key actions brands can take NOW to prepare for customer experiences in the future. 

Here are some of the resources we mentioned during the episode: 

• Experience 2030 Resources: Learn more about what defines today’s customer experience and how consumers and brands will evolve through the year 2030. 
• Discover more resources from Futurum Research: https://futurumresearch.com/  
• Connect with Daniel: LinkedIn | Twitter  
• Connect with Wilson: LinkedIn | Twitter 

Check out additional episodes of the Reimagine Marketing podcast series at reimagine-marketing.transistor.fm. 

• Subscribe to the Reimagine Marketing podcast so you never miss a future episode.  
• Visit https://www.sas.com/en_us/explore/reimagine-marketing-podcast.html to learn more about our guests, upcoming episodes and more.  
• If you’d like to be a guest on a future episode, have an idea for a future topic or would like to share feedback about our Reimagine Marketing podcast, send us an email: [email protected].  

About our guests: 

• Wilson Raj is global director of customer intelligence for SAS, responsible for global marketing to establish, evolve and evangelize SAS’ analytics-powered marketing solutions. Raj has held global leadership positions in marketing at Fortune Global 500® companies including Microsoft, Novell. Medtronic, and Philips, and advised C-level executives about digital strategy while at award-winning agencies Publicis Groupe, VML/Young & Rubicam and Wunderman. Raj has been featured in major media publications such as Adweek, CMSWire, CNBC.com, Forbes, InformationWeek, MarTech Advisor, MarketingProfs, ZDNet and more.  
• Daniel Newman is the Principal Analyst and founding partner of Futurum Research and the CEO of Broadsuite Media Group. Newman works with the world’s largest technology brands exploring digital transformation and how it is influencing the enterprise. From big data to IoT to cloud computing, Newman makes the connections between business, people and tech that companies need in order to benefit most from their technology projects. 

All presentations represent the opinions of the presenter and do not represent the position or the opinion of SAS.

SAS Medical Director Steve Kearney joins Greg to discuss COVID-19 vaccines and what the early data is telling us about how the massive effort to vaccinate the world’s population is going. Data gives us insight around how vaccination is going for different populations and locales, the logistics involved in the effort, and importantly, how we can get vaccines to underserved populations. Health outcomes data plays a role in educating the public and encouraging vaccination. It can also be used to clear up misperceptions around the efficacy of approved vaccines. We simply don’t have the data yet to compare one vaccine head-to-head with another with so many variables at play. What about those underserved populations? The data shows us that vaccination in these communities may actually be progressing much more than the early, static data initially suspected. Understanding gaps in data, the data you have and what the data you have can and cannot tell you is paramount. And, real-time data is much more accurate than static data points when conditions are changing rapidly on the ground. Unfortunately, many governments did not have real-time data around the pandemic and vaccination efforts until recently. Greg and Steve end their conversation on a positive note by looking at what good news we’re learning from the data. For example, mass vaccination sites seem to be working. People are motivated to get vaccinated to stay well, protect others and get back to normal life. 
 
All presentations represent the opinions of the presenter and do not represent the position or the opinion of SAS.
 

We’ve moved! Find us at https://reimagine-marketing.transistor.fm/ as we continue to ponder the future of customer experience.

It’s not about loyalty programs, it’s about a loyalty mindset – a loyalty program has to be but one arrow in your quiver.  

In this episode of the Reimagine Marketing podcast, Wilson Raj and Daniel Newman discuss how loyalty begins before a customer becomes – or even considers becoming – a customer. Wilson and Daniel showcase the Orlando Magic as an example of implied loyalty (recognition, engagement, transaction loyalty), and share examples of brands who use these loyalty types to infuse loyalty throughout the customer journey. 

Join us for our next Reimagine Marketing episode where we’ll address the issue of digital trust and how brands can offer the perfect blend of trust and technology.  

Here are some of the resources we mentioned during the episode:  

• Experience 2030 Resources: Learn more about what defines today’s customer experience and how consumers and brands will evolve through the year 2030. 
• Discover more resources from Futurum Research: https://futurumresearch.com/  
• Connect with Daniel: LinkedIn | Twitter  
• Connect with Wilson: LinkedIn | Twitter 

Check out additional episodes of the Reimagine Marketing podcast series at reimagine-marketing.transistor.fm. 

• Subscribe to the Reimagine Marketing podcast so you never miss a future episode.  
• Visit https://www.sas.com/en_us/explore/reimagine-marketing-podcast.html to learn more about our guests, upcoming episodes and more.  
• If you’d like to be a guest on a future episode, have an idea for a future topic or would like to share feedback about our Reimagine Marketing podcast, send us an email: [email protected].  

About our guests: 

• Wilson Raj is global director of customer intelligence for SAS, responsible for global marketing to establish, evolve and evangelize SAS’ analytics-powered marketing solutions. Raj has held global leadership positions in marketing at Fortune Global 500® companies including Microsoft, Novell. Medtronic, and Philips, and advised C-level executives about digital strategy while at award-winning agencies Publicis Groupe, VML/Young & Rubicam and Wunderman. Raj has been featured in major media publications such as Adweek, CMSWire, CNBC.com, Forbes, InformationWeek, MarTech Advisor, MarketingProfs, ZDNet and more.  
• Daniel Newman is the Principal Analyst and founding partner of Futurum Research and the CEO of Broadsuite Media Group. Newman works with the world’s largest technology brands exploring digital transformation and how it is influencing the enterprise. From big data to IoT to cloud computing, Newman makes the connections between business, people and tech that companies need in order to benefit most from their technology projects. 

All presentations represent the opinions of the presenter and do not represent the position or the opinion of SAS.

Data scientist Hiwot Tesfaye joins Greg for a conversation about the use of algorithms in health care and how models can introduce bias. Algorithms are used broadly in health care to influence access to care, improving health outcomes, addressing costs, etc. A lot of the use cases Hiwot sees are related to risk mitigation. In these cases, algorithms and artificial intelligence (AI) are used to learn historical patterns and make predictions around the risk of things like a patient not showing up for an appointment or not adhering to treatment plans. There is great promise in these types of use cases, but also a lot of pitfalls that we need to be aware of. The accuracy of health care algorithms is really important, and we need to design them so that they are accurate for everyone. Hiwot and Greg discuss examples where health care algorithms missed the mark, especially around race and the impact on care in communities of color. Hiwot explained that awareness of the potential for bias, particularly around issues tied to race, is the first and most critical step to improving the accuracy of health care algorithms. Age, gender and socioeconomic biases are also important to examine. 

All presentations represent the opinions of the presenter and do not represent the position or the opinion of SAS.

We’ve moved! Find us at https://reimagine-marketing.transistor.fm/ as we continue to ponder the future of customer experience.

How immersive do people really want their tech to be?  

Consumers are dipping their toes in immersive technology, whether they even realize it or not. And the opportunities created for brands to engage with their consumers through Snapchat and Instagram filters, heads-up driving displays, and augmented reality shopping experiences. 

In this episode of the Reimagine Marketing podcast, Wilson Raj and Daniel Newman chat about how brands need to reinvent themselves to keep up with tech-savvy consumers. Wilson and Daniel discuss different types of immersive tech (including augmented reality, chatbots and IoT/sensor-driven world), the findings from our Experience 2030 research and share industry specifics from retail, banking and manufacturing. 

Join us for the next episode of the Reimagine Marketing podcast as Wilson and Daniel continue their deep dive into Experience 2030. They will talk about how brands can build, sustain and strengthen brand loyalty in the digital age. 

Here are some of the resources we mentioned during the episode: 

• Experience 2030 Resources: Learn more about what defines today’s customer experience and how consumers and brands will evolve through the year 2030. 
• Discover more resources from Futurum Research: https://futurumresearch.com/  
• Connect with Daniel: LinkedIn | Twitter  
• Connect with Wilson: LinkedIn | Twitter 

Check out additional episodes of the Reimagine Marketing podcast series at reimagine-marketing.transistor.fm. 

• Subscribe to the Reimagine Marketing podcast so you never miss a future episode.  
• Visit https://www.sas.com/en_us/explore/reimagine-marketing-podcast.html to learn more about our guests, upcoming episodes and more.  
• If you’d like to be a guest on a future episode, have an idea for a future topic or would like to share feedback about our Reimagine Marketing podcast, send us an email: [email protected].  

About our guests: 

• Wilson Raj is global director of customer intelligence for SAS, responsible for global marketing to establish, evolve and evangelize SAS’ analytics-powered marketing solutions. Raj has held global leadership positions in marketing at Fortune Global 500® companies including Microsoft, Novell. Medtronic, and Philips, and advised C-level executives about digital strategy while at award-winning agencies Publicis Groupe, VML/Young & Rubicam and Wunderman. Raj has been featured in major media publications such as Adweek, CMSWire, CNBC.com, Forbes, InformationWeek, MarTech Advisor, MarketingProfs, ZDNet and more.  
• Daniel Newman is the Principal Analyst and founding partner of Futurum Research and the CEO of Broadsuite Media Group. Newman works with the world’s largest technology brands exploring digital transformation and how it is influencing the enterprise. From big data to IoT to cloud computing, Newman makes the connections between business, people and tech that companies need in order to benefit most from their technology projects. 

All presentations represent the opinions of the presenter and do not represent the position or the opinion of SAS.

Behavioral care expert and psychologist Josh Morgan joins Greg to talk about the role of telemedicine in whole person care. Josh shares his journey from practitioner to data psychologist as he discovered the importance of understanding and removing systemic barriers to mental health. Access to care is a challenge, especially in mental health where everything from social stigma to inadequate health insurance coverage to lack of transportation can prevent patients from getting the help they need. Can telehealth help remove some of these barriers? Josh explains that it can for a lot of reasons. Virtual care is more discreet. It can also allow access from anywhere where the technology is available. Josh also shares the importance of looking at social determinants and how they impact behavioral health policy. We have an opportunity to expand data to get a more complete picture of the needs of patients, the programs that are most helpful and the effectiveness of the system in delivering care to those who need it most. But, what does quality mental healthcare look like? It’s about much more than reducing hospitalizations. How do we measure and incentivize extremely important but subjective outcomes like hope? Josh suggests that natural language processing and text analytics give us the tools to begin measuring the subjective more effectively in health care. And, if we can measure it, we can improve it. Now, that’s something to be hopeful about.  

All presentations represent the opinions of the presenter and do not represent the position or the opinion of SAS.

Dr. Mark Lambrecht, Director of the Global Health and Life Sciences Practice at SAS, joins host Greg Horne to discuss the impact of the pandemic on the health care and life sciences industries and other exciting trends impacting the industry. From vaccinating everyone in the world to the boom of telehealth, COVID-19 has forced innovation at warp speed in the way that only a major crisis can. Mark and Greg discuss the role of data, analytics and digitalization in making these innovations possible and the importance of the democratization of analytics to allow everyone to contribute to solutions. Which virtual health advancements are here to stay? How will clinical trials evolve? What is the next frontier for evolution? Greg and Mark touch on it all.

All presentations represent the opinions of the presenter and do not represent the position or the opinion of SAS.

We’ve moved! Find us at https://reimagine-marketing.transistor.fm/ as we continue to ponder the future of customer experience.

From an idea that started at a trashcan, Wilson Raj welcomes Daniel Newman, Principal Analyst and Founding Partner of Futurum Research, to discuss what the future of customer experience will look like and how technology will change the way we engage – with brands, with content and with each other.  

This episode of Reimagine Marketing introduces the audience to Experience 2030, a collaboration between SAS and Futurum Research. This ambitious, global survey – involving 4,000 consumers, executives, marketers and tech experts – led us to five key themes that will inform the future of CX, including smart technology, immersive technology, trust-enabling technology, loyalty in the digital age and agility & automation. 

• What will the future of customer experience look like?  
• How will technologies like AI, smart devices, drones, virtual and augmented reality change the way consumers and brands relate to each other?  

Join us next time as Wilson Raj welcomes back Daniel Newman to the Reimagine Marketing podcast. Wilson and Daniel will discuss immersive technology and how brands can reinvent themselves to keep up with tech-savvy consumers. 

Here are some of the resources we mentioned during the episode: 

• Experience 2030 Resources: Learn more about what defines today’s customer experience and how consumers and brands will evolve through the year 2030. 
• Discover more resources from Futurum Research: https://futurumresearch.com/  
• Connect with Daniel: LinkedIn | Twitter  
• Connect with Wilson: LinkedIn | Twitter 

Check out additional episodes of the Reimagine Marketing podcast series at reimagine-marketing.transistor.fm.  

• Subscribe to the Reimagine Marketing podcast so you never miss a future episode.  
• Visit https://www.sas.com/en_us/explore/reimagine-marketing-podcast.html to learn more about our guests, upcoming episodes and more.  
• If you’d like to be a guest on a future episode, have an idea for a future topic or would like to share feedback about our Reimagine Marketing podcast, send us an email: [email protected].  

About our guests: 

• Wilson Raj is global director of customer intelligence for SAS, responsible for global marketing to establish, evolve and evangelize SAS’ analytics-powered marketing solutions. Raj has held global leadership positions in marketing at Fortune Global 500® companies including Microsoft, Novell. Medtronic, and Philips, and advised C-level executives about digital strategy while at award-winning agencies Publicis Groupe, VML/Young & Rubicam and Wunderman. Raj has been featured in major media publications such as Adweek, CMSWire, CNBC.com, Forbes, InformationWeek, MarTech Advisor, MarketingProfs, ZDNet and more.  
• Daniel Newman is the Principal Analyst and founding partner of Futurum Research and the CEO of Broadsuite Media Group. Newman works with the world’s largest technology brands exploring digital transformation and how it is influencing the enterprise. From big data to IoT to cloud computing, Newman makes the connections between business, people and tech that companies need in order to benefit most from their technology projects. 

All presentations represent the opinions of the presenter and do not represent the position or the opinion of SAS.

We’ve moved! Find us at https://reimagine-marketing.transistor.fm/ as we continue to ponder the future of customer experience.

In this episode of Reimagine Marketing, Wilson Raj welcomes guest Bernard Marr, best-selling author, futurist and strategic business advisor. Wilson and Bernard discuss the impacts of disruptions (COVID-19, economic uncertainty, etc.) on consumer behaviors and CX trends and answer key questions about how the consumer engagements and brand relationships may be shifting or evolving in this new environment. 

This podcast covers: 

• Why this topic important, and why we’re having this particular conversation right now. 
• What we’re seeing across other industries, what trends are rising, what issues CX leaders typically face and the role of technology and data. 
• How we’ve seen marketers address these challenges and how others have overcome these hurdles. 
• What listeners can do right now and what’s coming next. 

Join us next time as Wilson Raj welcomes Daniel Newman – principal analyst and founder of Futurum Research – to the Reimagine Marketing podcast. Wilson and Daniel will spend several episodes diving into our Experience 2030 global research and provide the macro trends we uncovered about how consumers, brands and technology will evolve through 2030. 

Here are some of the resources we mentioned during the episode: 

• Connecting with the New Digital Customer: An on-demand webinar featuring Wilson and Bernard, as they discuss why marketers must adopt new operating models that involve integrated technology investments in analytics and automation. 
• Experience 2030 Pulse Report: A re-examination of our prior research providing context, clarity and confidence for today and tomorrow 
• Resources from Bernard Marr: Check out bernardmarr.com for his latest book, articles, videos and more. 
• Connect with Bernard: LinkedIn | Twitter | Instagram | Podcast | YouTube 
• Connect with Wilson: LinkedIn | Twitter 

Check out additional episodes of the Reimagine Marketing podcast series at reimagine-marketing.transistor.fm.  

• Subscribe to the Reimagine Marketing podcast so you never miss a future episode.  
• Visit https://www.sas.com/en_us/explore/reimagine-marketing-podcast.html to learn more about our guests, upcoming episodes and more.  
• If you’d like to be a guest on a future episode, have an idea for a future topic or would like to share feedback about our Reimagine Marketing podcast, send us an email: [email protected].   

About our guests: 

• Wilson Raj is global director of customer intelligence for SAS, responsible for global marketing to establish, evolve and evangelize SAS’ analytics-powered marketing solutions. Raj has held global leadership positions in marketing at Fortune Global 500® companies including Microsoft, Novell. Medtronic, and Philips, and advised C-level executives about digital strategy while at award-winning agencies Publicis Groupe, VML/Young & Rubicam and Wunderman. Raj has been featured in major media publications such as Adweek, CMSWire, CNBC.com, Forbes, InformationWeek, MarTech Advisor, MarketingProfs, ZDNet and more.  
• Bernard Marr is a world-renowned futurist, influencer and thought leader in the field of business and technology. He is the author of 18 best-selling books, writes a regular column for Forbes and advises and coaches many of the world’s best-known organizations. He has 2 million social media followers and was ranked by LinkedIn as one of the top 5 business influencers in the world and the No 1 influencer in the UK. 

All presentations represent the opinions of the presenter and do not represent the position or the opinion of SAS.

We’ve moved! Find us at https://reimagine-marketing.transistor.fm/ as we continue to ponder the future of customer experience.

“A brand isn’t what you say it is, it’s what people say it is when you stop talking.” – Justin Theng 

In this debut episode of Reimagine Marketing, marketing pundits Steven Hofmans, Wilson Raj and Justin Theng dive into the key challenges that marketers are facing today, including the impact of the COVID-19 pandemic on brands and customer loyalty.  

In this episode, Steven, Wilson and Justin start off by sharing the quotes that define their craft and discuss: 

• How to decipher between hype and innovation, the importance of customer satisfaction and frictionless customer journeys. 
• The full-circle evolution of marketing and why customer delight should underpin everything you do. 
• Tapping into an essence and an ethos that defines your brand to the folks who matter, and the importance of brand authenticity and empathy.  

Join us next time as Wilson Raj welcomes Bernard Marr – best-selling author, keynote speaker, futurist, and strategic business and technology advisor– to the Reimagine Marketing podcast. Wilson and Bernard will discuss how to connect with the new digital customer. In a “socially distant” world, the use of smart and immersive digital technology and AI-fueled automation isn’t an option – it’s inescapable. If consumers amplify their digital expectations, then brands must keep pace. 

Here are some of the resources we mentioned during the episode. 

• Experience 2030 Interactive Portal 
  Discover a wealth of resources to help you to future-proof your customer experience strategy. 
• Customer Experience - Now and Into the Future
  Read this e-book to learn about five key trends to focus on for the coming decade.  

Check out additional episodes of the Reimagine Marketing podcast series at reimagine-marketing.transistor.fm. 

• Subscribe to the Reimagine Marketing podcast so you never miss a future episode. 
• Visit https://www.sas.com/en_us/explore/reimagine-marketing-podcast.html to learn more about our guests, upcoming episodes and more. 
• If you’d like to be a guest on a future episode, have an idea for a future topic or would like to share feedback about our Reimagine Marketing podcast, send us an email: [email protected]. 

About our hosts: 

Steven Hofmans is a customer experience advisor on a mission to make every citizen a happy customer. Steven believes today’s customer experience needs to be personalized, zero effort, frictionless, proactive and about the customer. He helps marketing, sales and service departments to explore how they can revolutionize their marketing processes in order to reach that customer experience of the future. Using inspiring presentations and practical examples, he wants to show what proactive customer experience could look like. 

Wilson Raj is global director of customer intelligence for SAS, responsible for global marketing to establish, evolve and evangelize SAS’ analytics-powered marketing solutions. Raj has held global leadership positions in marketing at Fortune Global 500® companies including Microsoft, Novell. Medtronic, and Philips, and advised C-level executives about digital strategy while at award-winning agencies Publicis Groupe, VML/Young & Rubicam and Wunderman. Raj has been featured in major media publications such as Adweek, CMSWire, CNBC.com, Forbes, InformationWeek, MarTech Advisor, MarketingProfs, ZDNet and more.  

Justin Theng has spent the last 20 years helping grow the revenue of hundreds of organizations ranging from large household brand names to small businesses and startups. As a multi-award-winning marketer, speaker and author, Justin’s belief is that customer analytics empowers customer delight. His brand experience extends across Spotify, Volkswagen, Coca-Cola, Telstra, ABC, Yahoo and McDonalds. Justin manages to remove the confusion and hype around AI and marketing with his easy to implement frameworks for attracting, converting and delighting. 

All presentations represent the opinions of the presenter and do not represent the position or the opinion of SAS.