Jenn Edwards — VP of Customer Experience, Five9
Published:
I would be looking at repeat purchases within the same channels coming back to the AI. You know, was it so good that you were like, ‘oh, I’m going to opt into doing it this way consistently?’… Do you stay within the channel you’re in? Are you having to switch because you’re not actually feeling that you have been able to accomplish what you set out to do?.. Are they completing and then are they coming back to it again where you can see repeat engagement through the same path is a good way to look at that.
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-i-would-be-looking-at-repeat-purchases-within-the-same-chann