The WARC Podcast Cannes Day 1: Creative ways to stop burning money
7 snips
Jun 16, 2025 In this lively discussion, Amy Daroukakis, co-founder of Culture Connectors, and Yael Cesarkas, Executive Strategy Director at R/GA, dive into the urgent need to enhance customer experiences and revitalize brand loyalty. They tackle the alarming 'inshittification' of marketing, advocating for emotional branding to close the gap between promises and reality. The duo also highlights the financial pitfalls of dull media and urges brands to invest in engaging content, while exploring innovative trends that truly resonate with diverse audiences.
AI Snips
Chapters
Transcript
Episode notes
CX Quality Hits New Lows
- CX quality scores have hit their lowest point after three years of decline, affecting most brands and categories globally.
- Outdated customer experience approaches neglect emotional brand connection, causing a loyalty crisis.
Efficiency Alone Hurts CX
- Customer experience has become overly focused on narrow efficiency KPIs, neglecting emotional brand elements.
- This focus results in poor online brand experiences, lacking feeling and brand promise delivery.
Unify Brand Marketing and CX
- Merge brand marketing and CX teams to align on customer satisfaction and loyalty drivers.
- Use data to show management that brand and CX elements combined drive higher customer satisfaction.