Why You Should Care About CX

Slides

Modern brands are built on much more than outbound communication. Every part of the customer journey—each ad exposure, every store visit (online or in person), any view of or engagement with a social post, the post-purchase and unboxing experience etc.—all of that and more now contributes to that brand perception. To drive the most impact for client brands, agencies must think holistically about the customer experience, challenging creative leaders and strategists to think differently.

Dive deep into the untapped potential of Customer Experience (CX) for advertising agencies. In today’s competitive landscape, CX is no longer optional—it’s a critical driver of brand loyalty, growth, and business results. Discover how great CX can unlock deeper client relationships, fuel business growth, and position your agency at the forefront of the evolving marketing landscape.

Key takeaways:

• Why CX is THE crucial growth diver in today’s fragmented marketing mix
• How to integrate CX into your agency
• More than a dozen ways to identify unspoken CX needs at your clients
• 5 keys to getting started with CX
• Gain practical insights and actionable strategies to implement CX initiatives that resonate with clients and consumers alike.

Speakers:

Kari Shimmel – CEO @ Campbell Ewald, Co-Chair of the 4As CX Council
Jason Gaikowski – Chief Transformation Officer @ VML, Co-Chair of the 4As CX Council
Jen Clarke – Founder @ Moondays
Mike Margolin – Chief Experience Officer @ RPA
Jeremy Lockhorn – SVP, Creative Technologies & Innovation @ 4As – Moderator

Recorded on January 29, 2025