Wilson Raj
Global Director, Customer Intelligence
SAS
Data-inspired and creatively-driven, Raj has built brand value, engagement, and loyalty through expertise in strategy and analytical marketing. With over twenty years of experience in multiple industries, he has engineered connected brand experiences by integrating analytics, advertising, branding, digital marketing, social media, relationship marketing and communications. He has been a marketing leader at Fortune Global 500® companies such as Microsoft, Medtronic and Philips. He also advised C-level executives on digital strategy while at award-winning agencies that include Publicis Groupe and WPP-owned agencies—such as 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.
Raj holds a B.A. in English and an M.B.A. from Brigham Young University, and a Certificate-in-Education from the Institute of Education in Singapore.
WILSON'S SESSIONS
Thursday, July 29
US/Eastern from 2 :15 PM to 2 :40 PM ( 25 mins )
[Breakout] Go Beyond Attribution for Holistic CX Measurement
Customer Experience (CX) measurement is only effective when metrics link strongly to both customer success and brand success. Measurement approaches — such as attribution and mix modeling — still leave marketers blind as to how well their strategies worked. According to Forrester Research, a more holistic view can identify opportunities to improve the efficiency of marketing budgets by 15% to 20%. By combining accurate data with AI-infused analytics, marketers can modernize CX measurement – moving from isolated methods to an all-embracing state that captures marketing performance improvements.
This session will help you:
- Select the relevant scenarios for market mix modeling and attribution
- Define levels of value for marketing ROI impact
- Adopt a holistic approach to unified CX measurement that aligns to the customer journey
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