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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
Garbage in, Garbage out (GIGO)
“Garbage in, garbage out” or GIGO suggests that flawed input will always produce flawed…
Artificial Neural Network (ANN)
An Artificial Neural Network (ANN) is a computational model inspired by the way biological…
Average Revenue Per Account (ARPA)
Average Revenue Per Account (ARPA) is a key metric that measures the average revenue…
Experience data and operational data
When talking about customer experience data, it is often described as there being two…
Search Engine Results Page (SERP)
A Search Engine Results Page (SERP) is the page that appears after a user…
Problem First Approach (PFA)
The Problem First Approach (PFA) is a decision-making and problem-solving methodology that emphasizes identifying…
Customer Experience (CX)
Customer Experience is the sum of all interactions a customer has with a brand,…
Thompson Sampling
Thompson Sampling, also known as Bayesian Bandit or posterior sampling, is a probabilistic algorithm…
E-commerce
E-commerce (Electronic commerce) is the process of buying and selling goods or services online.…
Income Producing Activities (IPA)
ncome Producing Activities are defined as any activity that generates revenue for your business.…
Media Mix Modeling (MMM)
Media Mix Modeling (MMM) is an analytical approach used in marketing to understand the…
Run of Site (ROS)
Run of Site (ROS) is an advertising buying option that allows advertisements to appear…
Latest Research
The more recent insights, trends, and stats to guide your work
Coupler.io: Strategic AI Adoption: Driving Revenue Growth and Informed Decisions
With saturated markets and an abundance of data, executives face mounting pressure to make complex decisions at an unprecedented pace.…
Expert Mode Articles
Hear from Thought Leaders About Marketing technology, CX, and Digital Transformation
Expert Mode: Democratizing AI: How UserTesting Empowers Every Employee to Drive Innovation
The integration of artificial intelligence into business operations is no longer a futuristic vision but…
Expert Mode: The Global-Local Tightrope: Balancing Brand Consistency and Hyper-Relevance
For any enterprise marketing leader, the tension between global brand consistency and local market relevance…
Expert Mode: Beyond the MQL: A Reality Check on B2B Lead Quality
In an era overflowing with data, analytics platforms, and AI-powered tools promising to solve this…
More Industry News
More Articles on MarTech, AI, & Customer Experience
Forbes: Components Of A Culture Of Continuous Improvement
This article was written by Greg Kihlström for Forbes Agency Council. Building agility into your team’s approaches can help your…
