Reimagine Marketing Podcast

Today’s consumers not only expect a lot from brands, they also capitalize on AI, IoT, mixed reality and other immersive and emerging tech. This puts tremendous pressure on marketing organizations to reinvent their operating models so they can act in the moment.

But if you think today’s consumer expectations are hard to meet, you haven’t seen anything yet. Tomorrow’s level of customer experience and personalization will need to be even smarter, more immersive, more trust-enabling. The question is, are brands and consumers ready?

This CX podcast series will answer that question and many more as we ponder the future of customer experience. Just click on any of the episodes below to start listening.

You can access the Reimagine Marketing podcast series on your favorite podcast platform by clicking on any of the icons below.

Season 2

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Ep. 5: 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.

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Ep. 4: 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.

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Ep. 3: 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 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.

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Ep. 2: 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.

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Ep. 1: 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.


Season 1

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Ep. 10: Reflections & Projections

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.

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Ep. 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.

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Ep. 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.

Ep. 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. This episode highlights some key actions brands can take NOW to prepare for customer experiences in the future.

Ep. 6: Experience 2030 – The Evolving Nature of Digital Trus‪t‬

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. In this episode of Reimagine Marketing,Wilson Raj and Daniel Newman discuss how brands can offer the perfect blend of trust and technology.

Ep. 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.

Ep. 4: Experience 2030 – Immersive Tech > Bridging the Customer CX 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. 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.

Ep. 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.

Ep. 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.

Ep. 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.

What defines today’s customer experience, and how will consumers and brands evolve through the year 2030?  

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