Jenn Edwards — VP of Customer Experience, Five9
Published:
We should really think about these priorities as complimentary expectations, because, you know, 45% of consumers in the research that we did are motivated by better savings or deals. But 72% of them factor in support quality and the experience that they’re going to have… Where do you place the AI in the experience so that it’s going to be a leverage point? You know, where we’ll deliver cost efficiency for them, and then obviously preserve the premium experiences… that are going to deliver the differentiation that you really need to create that brand loyalty.
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-we-should-really-think-about-these-priorities-as-complimenta