Reimagine Marketing: Welcome to the Reimagine Marketing Podcast
Play • 32 min

We’ve moved! Find us at 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. 

Check out additional episodes of the Reimagine Marketing podcast series at

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,, 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.

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