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#800: Five9 VP of CX Jenn Edwards on building great customer experience when behavior shifts
Today, we’re going to talk about decoding the often-conflicting signals consumers sent during the last holiday season. Five9 posted some of their findings in a report that we’ll link out to in the show notes. We’ll explore how deep-seated economic pressures are reshaping shopping habits, and how AI is moving from a back-office tool to a front-line differentiator that can deliver both the savings customers crave and…
From the creators of The Agile Brand with Greg Kihlström® podcast, and the internationally best-selling The Agile Brand Guide® series of books on marketing technology topics, we're here to give marketers information and insights to make better decisions.
Martechipedia™ Wiki
The marketing wiki with everything you need to know:
Most popular terms
Subscriber Identity Module (SIM)
A Subscriber Identity Module (SIM) is a small electronic chip used in mobile devices…
Conversion Rate Optimization (CRO)
Conversion Rate Optimization (CRO) is the process of optimizing your website or landing pages…
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)…
Continuous Improvement
Continuous improvement in general is the practice of analyzing both outcomes and the processes…
Clickthrough Rate (CTR)
Clickthrough Rate (CTR) is the percentage of visitors or users that clicks on an…
Average Time to Hire (ATH)
Average Time to Hire (ATH) is a human resources and recruitment metric that measures…
Ideal Customer Profile (ICP)
An Ideal Customer Profile (ICP) is a detailed and comprehensive description of the characteristics…
Tealium
Tealium is a leading Customer Data Platform (CDP) that enables businesses to unify their…
Return on Ad Spend (ROAS)
Return on Ad or Advertising Spend (ROAS) helps marketers measure the effectiveness of an…
Customer Retention Rate (CRR)
Customer Retention Rate (CRR) is a key performance metric that measures the percentage of…
Agentic Commerce Protocol (ACP)
Agentic Commerce Protocol (ACP) is an open, community-designed protocol for programmatic commerce flows between…
Latest Research
The more recent insights, trends, and stats to guide your work
Strategic Insights for Holiday Advertising: Elevating Impact in the Golden Quarter
Achieving both short-term sales uplift as well as long-term brand equity requires a strategic, data-informed approach, as highlighted by Zappi’s…
Expert Mode Articles
Hear from Thought Leaders About Marketing technology, CX, and Digital Transformation
Expert Mode: Beyond the Automation Hype: Designing an Empathetic Future with AI
The real challenge, and the greater opportunity, lies not in replacing human effort but in…
Expert Mode: The Multiplier Effect of a Platform Mindset
In the modern enterprise, the term “agility” is ubiquitous. It’s a North Star for leadership,…
Expert Mode: Building a Resilient Brand Through Crisis and Conviction
Few stories embody this trial-by-fire ethos better than that of Lovesac and its founder, Shawn…
More Industry News
More Articles on MarTech, AI, & Customer Experience
Trust Isn’t a Commodity—It’s the Market’s Most Dangerous Weapon
88% of consumers now say trust is just as important in buying decisions as price and quality. Think about that…
