March 27, 2025

The Future of Brand Experience: Retail Media, DTC, and Creative Strategy with Michael Lovegrove (Chief Experience Officer at Omnicom Commerce)

21 minutes

As the Chief Experience Officer overseeing a wide range of teams—Creative, Strategy, CX, Retail Media, and DTC—how do you ensure alignment across these diverse functions to deliver a seamless customer experience?

Creative and customer experience are often seen as separate disciplines, but you manage both. How do you balance creativity with customer insights to craft experiences that are both engaging and effective for clients?

Retail media and direct-to-consumer channels are evolving rapidly. What trends are you seeing in these areas, and how is OCG adapting its strategy to help clients stay ahead in an increasingly competitive marketplace?

With customer experience being more crucial than ever, what innovative approaches or technologies are you implementing to enhance the customer journey? Can you share any recent successes where these innovations made a significant impact?

Looking to the future, what excites you the most about the evolving landscape of retail media, DTC, and customer experience? Are there any emerging trends or technologies that you believe will have a lasting impact on how brands connect with their audiences?

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