Expert Advice for Marketing Leaders on MarTech, AI, & CX
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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
Synthetic Research
Synthetic Research in the context of market research refers to the use of artificial…
Awareness, Desire, Knowledge, Ability, and Reinforcement (ADKAR)
ADKAR is a change management framework that can help teams learn and adapt more…
Net Promoter Score (NPS)
NPS is how likely a customer would recommend a brand to others. It is…
Absorptive Capacity
According to a research paper written in 2004 by Susan J. Harrington and Tor…
MoSCoW Method
The MoSCoW method is a prioritization technique used in project management and software development…
Product Detail Page (PDP)
A Product Detail Page (PDP) is the canonical page in an e-commerce experience that…
Top of the Funnel (TOFU)
The concept of the ‘funnel’ is an essential model for marketers striving to convert…
Lead Velocity Rate (LVR)
Lead Velocity Rate or LVR is a metric that measures a brand’s lead generation…
Audience Growth Rate (AGR)
Audience Growth Rate (AGR) is the percentage increase in your total audience size over…
Service Level Agreement (SLA)
A Service Level Agreement (SLA) is a formal contract that sets expectations around the…
Cost Per Acquisition (CPA)
CPA is a marketing metric that measures the cost of generating a new lead…
Key Performance Indicator (KPI)
A Key Performance Indicator (KPI) is a performance measurement used by brands and marketers…
Latest Research
The more recent insights, trends, and stats to guide your work
Operational Reality vs. Customer Demand: Key Findings from the 2025 E-Commerce Mystery Shopping Report
The 2025 Mystery Shopping Report by Stord reveals a consistent imbalance across U.S. e-commerce brands: while investments in digital storefronts…
Expert Mode Articles
Hear from Thought Leaders About Marketing technology, CX, and Digital Transformation
Expert Mode: The Confluence of AI, Agility, and Collaboration in Modern Marketing
The MarTech landscape chart, once a useful if sprawling map, now resembles an abstract art…
Expert Mode: Navigating the Personalization Paradox in an AI-Driven World
It’s the central paradox of our discipline. As marketing leaders, we are tasked with delivering…
Expert Mode: The Strategic Blueprint for Building an AI-Powered Enterprise
We recently had a conversation with Arto Minasyan, Founder and President of Krisp.ai, a company…
More Industry News
More Articles on MarTech, AI, & Customer Experience
CustomerThink: Beyond the Dip: Forrester’s Total Experience Score Aims to Reshape Brand Loyalty Amid Declining CX
Forrester’s 2025 Global Customer Experience Index (CX Index™) paints a concerning picture: customer experience quality is in a multi-year decline…
