Agencies often pitch exciting, ambitious "North Star" campaigns that get one department excited. However, these ideas frequently fail because the client's internal teams (e.g., digital, PR, comms) are siloed and not aligned. The agency sells a vision that other departments ultimately block, leading to an inability to deliver.

When starting a senior role at a complex company, a new leader should formally contract a 'learning agenda' as part of their onboarding. Prioritize a listening tour focused on frontline operations and culture, rather than headquarters, to understand the business before implementing changes.

Tim Hortons' CMO secured her first agency job by researching firms that had recently won large new clients. She proactively reached out for coffee, pitching herself as a solution to their immediate and obvious need for talent to service the new business.

Amazon's CCO explains that at an agency, creativity is the core product. In-house, it's just one business function among many. This requires a humbling shift from "selling" ideas to deeply understanding the business constraints and priorities that drive decisions, moving from being listened to, to being the listener.

The most effective CMOs see themselves as 'architects of growth.' Their core function is to bridge consumer/human growth opportunities with commercial goals, blending the science of data and the art of creativity to design a holistic, company-wide vision for expansion.

The discussion over in-house versus agency marketing is a distraction from the fundamental problem. The core failure in most marketing today—from billboards to social posts—is a lack of strategic intent. Brands are simply 'posting shit' without a clear purpose, a flaw that exists regardless of who executes the work.

The CMO role has shifted from a top-down "ivory tower" approver to a servant leader. The primary goal is to create an environment of psychological safety where even the most junior person can say, "I think you got it wrong," which ultimately leads to bolder and better ideas.

The most effective client-agency partnerships are not the easiest, but the most honest. They are characterized by clarity, mutual trust, and a willingness to have frank conversations. This directness, rather than constant agreement, is what leads to breakthrough creative work.

The Tim Hortons CMO views her personal brand not as a passive trait but as a conscious leadership choice, focusing on being empathetic while projecting confidence. She maintains this through dedicated self-reflection during activities like exercise and playing piano, ensuring her actions consistently align with her stated values.