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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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Martechipedia™ Wiki
The marketing wiki with everything you need to know:
Most popular terms
Chris O’Neill
Chris O’Neill is CEO of GrowthLoop and a board director at Gap Inc. (NYSE:…
Digital Delight: Planning, measuring, and optimizing great digital CX and EX
Digital Delight discusses planning, measuring, and optimizing great digital customer and employee experiences.
Platform (Component of the Center of Experience)
The tools, processes and methods used to create experiences are critical to tasks being…
UserTesting
UserTesting is a human insight platform that helps organizations understand their customers’ thoughts, feelings,…
Tom Schmitt
As Chief Executive Officer, Tom oversees the leadership of Radial North America’s Managing Committee,…
Algolia
An AI-powered hosted search and discovery platform that enables developers and enterprises to embed…
NMI
NMI is a leading payment gateway provider offering a comprehensive suite of payment solutions…
Data (Component of The Center of Experience)
While there are many applications of artificial intelligence (AI) and machine learning that can…
Feedback recession
The Feedback Recession refers to the growing reluctance of customers to provide feedback to…
Brand (Component of the Center of Experience)
The Brand component of the Center of Experience is the first component. The Center…
Digital Experience Maturity
Definition This is a measurement of how sophisticated an organization is in providing a…
Gradient Boosting
Gradient Boosting is a machine learning method that builds predictive models by combining the…
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