The most powerful narrative of a campaign is often discovered only after interacting with the subjects. For example, finding that female delivery drivers were motivated by their children. Creatives must remain open to the story evolving during production rather than rigidly sticking to the original script.
Amazon's CCO notes that ideas, like redesigning their boxes, are rejected due to complex operational implications, not a lack of bravery. The term "not brave enough" is a red flag that an agency hasn't understood the core business tradeoffs and why an idea is unfeasible to implement.
Contrary to the belief that ads quickly wear out, strong creative often performs better with repeated exposure. This concept of "wear in" justifies patience, allowing a new campaign to build familiarity and emotional connection with the audience, as stories grow resonance over time.
While Gen Z is overrepresented in ads, data shows that when they see themselves portrayed, ad effectiveness scores drop significantly. Common stereotypes of being tech-obsessed, awkward, or only in competitive situations alienate them. Intergenerational stories and portrayals of kindness perform better.
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.
Instead of focusing on AI for generating final assets, Amazon applies it to solve specific workflow bottlenecks. For one campaign, they used a custom AI tool to curate millions of customer reviews, identifying the most poetic ones in a fraction of the time it would take humans, thus using AI for insight discovery.
Amazon's holiday ad featuring sledding grandmothers was panned by industry press but deeply connected with audiences. This highlights a dangerous disconnect where the ad industry celebrates work for itself, rather than for its ability to tap into universal human truths that resonate with actual customers.