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#816: Shipt’s Courtney Owumi on achieving and demonstrating CX ROI
Today, we’re going to talk about CX that pays off and how both achieving and demonstrating ROI is key to becoming a truly insights-driven organization. We’ll explore how a major brand listened to a difficult truth from its customers and completely transformed its marketplace strategy, turning a major pain point into a massive competitive advantage. And we’re doing it live from Las Vegas at the Medallia Experience 2026 event here at the Wynn Resort. To help me discuss this topic, I’d like to welcome, Courtney Owumi, VP of Consumer Experience and Membership Engagement at Shipt.
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The marketing wiki with everything you need to know:
Most popular terms
Net Promoter Score (NPS)
NPS is how likely a customer would recommend a brand to others. It is…
Synthetic Research
Synthetic Research in the context of market research refers to the use of artificial…
Direct-to-Consumer Advertising Spend (DAS)
Direct-to-Consumer Advertising Spend (DAS) is the amount of money that companies spend on advertising…
Adobe Experience Manager (AEM)
Adobe Experience Manager (AEM) is a comprehensive content management solution designed to streamline the…
Top of the Funnel (TOFU)
The concept of the ‘funnel’ is an essential model for marketers striving to convert…
Out of Home (OOH)
Out of Home (OOH) advertising refers to any form of advertising media that reaches…
Multimedia Messaging Service (MMS)
Multimedia Messaging Service (MMS) is an enhancement of the basic Short Message Service (SMS)…
Absorptive Capacity
According to a research paper written in 2004 by Susan J. Harrington and Tor…
Cost Per Acquisition (CPA)
CPA is a marketing metric that measures the cost of generating a new lead…
MoSCoW Method
The MoSCoW method is a prioritization technique used in project management and software development…
Ideal Customer Profile (ICP)
An Ideal Customer Profile (ICP) is a detailed and comprehensive description of the characteristics…
Audience Growth Rate (AGR)
Audience Growth Rate (AGR) is the percentage increase in your total audience size over…
Latest Research
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AI-Driven Marketing Strategy: Adapting Decision-Making for Enterprise Performance
Marketing is undergoing a rapid transformation, driven primarily by the strategic integration of Artificial Intelligence (AI). New research from McKinsey…
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