Expert Advice for Marketing Leaders on MarTech, AI, & CX
Catch the latest episodes of our award-winning podcasts for CMOs and marketing professionals
#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.
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
History of E-Commerce
A brief history of E-commerce, from the early pre-internet foundations in the 1960s to…
Tealium
Tealium is a leading Customer Data Platform (CDP) that enables businesses to unify their…
Lead Velocity Rate (LVR)
Lead Velocity Rate or LVR is a metric that measures a brand’s lead generation…
Transcend
Transcend is a data privacy infrastructure platform that helps companies programmatically manage user data…
Subscriber Identity Module (SIM)
A Subscriber Identity Module (SIM) is a small electronic chip used in mobile devices…
Payments Media Network (PMN)
Payments Media Network (PMN) is an innovative marketing platform that allows brands and retailers…
Email Marketing
Email marketing is a type of digital marketing that involves sending emails to a…
Service Level Agreement (SLA)
A Service Level Agreement (SLA) is a formal contract that sets expectations around the…
Key Performance Indicator (KPI)
A Key Performance Indicator (KPI) is a performance measurement used by brands and marketers…
Conversion Rate Optimization (CRO)
Conversion Rate Optimization (CRO) is the process of optimizing your website or landing pages…
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…
Latest Research
The more recent insights, trends, and stats to guide your work
Addressing the Enterprise Risk of Shadow AI in the Workplace
A recent Cybernews survey, 59% of employees use unapproved AI tools at work – most of them also share sensitive…
More Industry News
More Articles on MarTech, AI, & Customer Experience
Expert Mode: Branding in Healthcare Technology: Standing Out Without Stepping Outside the Lines
The healthcare technology sector is not traditionally known for its bold marketing campaigns. Strict regulations and a generally conservative environment…
Expert Mode Articles
Hear from Thought Leaders About Marketing technology, CX, and Digital Transformation
Expert Mode: Why Your Design System Is Failing and How to Fix It
For many organizations, the design system has become a gilded cage—a beautifully crafted set of…
Expert Mode: The SMB Marketing Paradox: Why More Spending Leads to Less Confidence
For B2B marketers looking to serve the SMB market, understanding their reality is not just…
Expert Mode: Why Your Growth Problem is Actually a Brand Problem
Brand is often relegated to the “nice-to-have” column, a luxury to be indulged in during…