Reconnecting Funnels & Feelings - Day 1

Reconnecting Funnels and Feelings

How Sephora and R/GA are turning CX into brand-building power tools.

 

What if your brand book says “we care,” but your chatbot makes people cry? In this episode, Savannah dives into one of Cannes Lions’ most refreshingly real talks —led by R/GA’s Yael Cesarkas and Sephora’s Brent Mitchell.

Expect a bitesized breakdown of:

• Why CX complaints are outpacing CX mentions
• How Sephora built a feeling-first customer journey
• Why most brand strategies are still stuck in the toothpaste era
• And what “sophisticated neglect” really looks like in 2025

This one’s a must-listen for anyone stuck translating brand fluff into real customer experiences — and ready to close the gap between emotional promise and operational pain.