This live recording from Cannes brings together top names from SharkNinja, CVS Media, Mars Petcare, and Def Jam to talk about the reality behind the festival buzz. Jake Finch from SharkNinja explains why every product must pass the "mom test" and how their customer service team earns a seat at the design table. Kristen DiCorleto from CVS Media Exchange discusses the movement toward experiential marketing and why transparency in data is the only way to build lasting loyalty.The conversation moves into the world of creators with Jessica Serrano from Bagel Brands, who argues that the illusion of brand control is often a barrier to genuine engagement. Edwin Padilla from Mars Petcare shares how they use AI to scan pet health and why creativity should be part of every business strategy. Finally, Dr. Charlene Thomas discusses the necessity of professional balance and why marketers must get out of the office to understand their audience. These leaders offer a unique perspective on navigating a fragmented market while staying true to the core mission of serving the customer.Themes:Winning one five-star review at a time with SharkNinjaUsing loyalty data to build omnichannel experiences at CVS Media ExchangeWhy brand control is an illusion for Bagel BrandsSolving pet health problems with image recognition at Mars PetcareWhy every product needs to pass the "mom test" at SharkNinjaTaking the store to the sidewalk with CVS Media ExchangeThe value of reverse mentorship for young talent at Bagel BrandsBuilding a culture of trust and mission-led work at Mars PetcareEpisode Chapters:00:00:32 Jake Finch on the human side of CX at SharkNinja00:00:40 Leveraging loyalty data for customer trust at CVS Media Exchange00:01:33 Redefining the creator relationship at Bagel Brands00:02:38 Passing the "mom test" for product launches at SharkNinja00:03:01 Why leaders need "reset weekends" to avoid burnout00:03:24 The rise of experiential marketing moments at CVS Media Exchange00:04:22 Deploying AI to scan pet health indicators at Mars Petcare00:07:55 Using AI for conversational guest research at Bagel Brands00:08:56 How artists act as niche marketers in a fragmented worldEpisode Highlights:01:33 Why Letting Go of Brand Control is a Strategy Jessica Serrano talks about the changing relationship between Bagel Brands and social creators. She discusses the risk of over-scripting partnerships and what happens when the audience holds the mirror.02:22 The Product is the Only True Advertisement Jake Finch explains why SharkNinja focuses on the physical item over flashy slogans. He shares how their customer experience team ensures every launch meets a specific family standard.03:01 The Power of the Reset Weekend Dr. Charlene Thomas shares why even the most successful leaders need to step away from the data. She talks about the impact of napping and space on professional productivity and creativity.03:24 Bringing the Store to the Sidewalk Kristen DiCorleto discusses why CVS Media Exchange is moving beyond traditional digital ads to create physical brand moments. She reveals why experiential marketing is outperforming standard retail models.04:22 Using AI to Solve the Most Human Problems Edwin Padilla highlights a specific digital tool from Mars Petcare that provides instant health insights for pets. He describes how image recognition technology creates a "magic" moment for owners.05:28 Turning Negative Moments into Brand Loyalty The "good call" concept at SharkNinja aims to remove friction for every buyer. You will hear how small gestures of delight can transform a service failure into a lifelong fan.Support the show

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