Jenn Edwards — VP of Customer Experience, Five9
Published:
Day in the life. Best way to stay agile, get out in either my customers or my team’s shoes. Spend time listening and learning from them. Really asking good open-ended questions… at the end of the day, as a customer experience leader and a marketing leader… it’s walking in their shoes and really listening to them that I find the most beneficial. I always learn so much from them.
What does Jenn Edwards say on The Agile Brand with Greg Kihlström?
Jenn Edwards, VP of Customer Experience, Five9, says: Greg Kihlström interviews Jenn Edwards, VP of Customer Experience at Five9, about reconciling customers' demand for low prices with expectations for premium, personalized experiences. Edwards argues that AI should be purposefully placed to deliver cost efficiency while preserving human-delivered differentiation, recommends measuring behavioral adoption and channel stickiness rather than only CSAT, and emphasizes empathy and “day in the life” observation to keep CX decisions grounded in real customer and agent needs.
From: The Agile Brand with Greg Kihlström
Cite as: Jenn Edwards. (2026). On The Agile Brand with Greg Kihlström. Retrieved from https://research.agilebrandguide.com/insights/jenn-edwards-day-in-the-life-best-way-to-stay-agile-get-out-in-either-m