#800: Five9 VP of CX Jenn Edwards on building great customer experience when behavior shifts

When 62% of your customers are making decisions based on deals and discounts, is investing in premium customer experience a luxury you can still afford, or is it the only thing that can actually save you?

Agility requires brands to move beyond seasonal planning and into a state of continuous listening. It’s about having the insight and infrastructure to pivot your customer experience strategy in real-time based on economic signals and shifting consumer priorities.

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.
About Jenn Edwards

Jenn Edwards is an accomplished professional in customer experience and marketing, currently serving as the VP of Customer Experience at Five9. With a robust background that includes roles such as Marketing and Customer Experience Advisor at JME Consulting and Co-Founder of Community Art Collaborative, Jennifer has demonstrated strong leadership and innovative thinking. Previously, Jennifer held the position of Americas Field Marketing Leader at Cisco and served as VP Global Demand at WalkMe™. Educationally, Jennifer holds a Master of Science in Telecommunications Management from UCL and a Bachelor of Science in Marketing/International Business from Manhattan College.

Jenn Edwards on LinkedIn: https://www.linkedin.com/in/jennifermaciveredwards/

Resources

Five9: https://www.five9.com/

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