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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 the experiences that build loyalty. To help me discuss this topic, I’d like to welcome, Jenn Edwards, VP of Customer Experience at Five9.
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The marketing wiki with everything you need to know:
Most popular terms
Agile, Customer-Centric Culture
The organization continuously improves its outcomes by systematic improvements in process and delivery, driven…
Zero Party Data
While similar to first party data in that it is “owned” by the brand,…
Conversational AI
Conversational AI enables individuals to interact with a web-based application in a similar manner…
First-Party Customer View
Brands have a thorough understanding of their customers and governance over customers’ data privacy…
Customer Retention
Customer retention is the process of ensuring customers continue to engage with your products…
Generative Pre-Trained Transformer (GPT)
Generative Pre-trained Transformer (GPT) is an advanced type of artificial intelligence model developed by…
Enterprise Resource Planning (ERP)
Enterprise Resource Planning (ERP) refers to a category of business management software that integrates…
History of Search Engines
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3 Brand as Experience (Evolution of Brands)
With increased competition, and consumer preference for more tailored products and services, brands were…
Revenue Operations (RevOps)
Revenue Operations, or RevOps, is the strategy that focuses on increasing revenue by aligning…
Subscription Video on Demand (SVOD)
Subscription Video on Demand (SVOD) is a content distribution model where users pay a…
User Generated Content (UGC)
User-generated content or UGC refers to any content that is created by your audience,…
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