Jenn Edwards — VP of Customer Experience, Five9
Published:
Trust and transparency is… really, really going to be quite important. And it is critical to actually adoption… do not let the technology be put in place for the sake of technology’s sake, because you will lose the trust, which will then mean that you are never going to get the loyalty… Look at the journey and really start to understand the points in which it’s going to make a great value to the customer. Otherwise, don’t put it in there… Just because you can doesn’t mean you should.
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-trust-and-transparency-is-really-really-going-to-be-quite