Azlan Raj is the EMEA chief marketing officer for Merkle and dentsu’s customer experience management service line. His role spans all dentsu capabilities across commerce, data and technology platforms, analytics, media, customer experience, content, and B2B. He is responsible for continually evolving Merkle and dentsu’s leading digital and data capabilities across the region to drive customer experience transformation for clients. Previously the EMEA leader for Merkle’s Customer Experience offering, he built the company’s regional capability to over 1,200 people in just three years.
With over 20 years of experience in the digital industry, prior to joining Merkle Azlan worked for leading brands, agencies, and consultancies, including Barclaycard, SapientRazorfish, and Accenture. Through his career, Azlan has been part of award-winning teams and led a diverse set of capabilities from marketing strategy through to analytics, website design and development, and marketing activation.
Azlan is passionate about Merkle’s efforts in the diversity, equity and inclusion space, and is actively involved in supporting the ethnicity and mental health pillars. He is especially committed to ensuring that we are embedding inclusivity and social responsibility in our own communications.
Azlan's Articles, Blog Posts, Webinars and More
Why customer experience is the future of performance
This is Connected
As we continue to evolve our interactions in the digital world, the life of webinars and the expectation around new content formats is now requiring new energy.
How do you solve a problem like... e-commerce’s lack of serendipity?
In this new opinion series, we ask readers of The Drum from brands, agencies and everything in between, for their advice on real problems facing today’s marketing practitioners.
The Total Customer Experience: Connecting through Salesforce & GA360
Now, more than ever before, your company’s focus on its digitisation strategy and digital maturity is paramount. Without a current option for ‘offline’, the customer journey is reliant on a clear online strategy, a connected set of capabilities, and often a mindset change.
Why you should focus on your employee experience today to evolve your customer experience for tomorrow
Azlan Raj, SVP, Customer Experience, explores how the major shift in today’s new working practices will require more innovation from your workforce than ever before. “Unprecedented” is a word that I’ve seen used more times in the last week than I have in the last forty years.
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2020 Marketing Imperatives Webinar Series - Imperative One: Deliver the Total Customer Experience
The very definition of marketing is in the midst of a meaningful change, because of rapid shifts in consumer behaviour. Forces like the direct-to-consumer business model are taking the need for personalisation to a new level.
From Personalised to Personal – Merkle’s Azlan Raj
Azlan Raj from Merkle explains how customer experience is shifting and how to steer that course as smoothly as possible
Customer Experience: From Personalisation to Personal
There’s a significant shift that is gathering pace in 2019 – the evolution of the total customer experience. This not only encompasses consumers’ digital and non-digital touchpoints, but their engagement with buying, service, product and brand experiences – the positive and negative ones. As it should.
Six personalisation tips to avoid spooking your audience
We all know that personalisation is important. But sitting on a wealth of data and ever-evolving tech, how do we get it right without scaring people. Here are a few tips from an expert. Happy Halloween!
The Future Isn't What It Used to Be: Automation vs. Humanization
Machine learning, artificial Intelligence (AI), cognitive computing, and decision engines. These are all buzz words or phrases that are trending in 2017. Understanding this mix is the first step in obtaining truly personalized customer experiences at scale.
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Personalization
Personalization: It's What You Know, Not Who You Know
Everything about your personalization strategy should be about your customers. The whole principle about personalization is to take what you've learned and give the customer something valuable in return.
Topics:
Personalization
