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And that’s a wrap on the #Five9CXSummit in beautiful Barcelona. What a whirlwind! Flamenco, a full moon, reuniting with colleagues from afar, and meeting new thought leaders in the CX space. Many thanks to Five9, the wonderful hosts and presenters, and the Torre Melina hotel for putting up with all of us (and putting us up!) Stay tuned for GetVoIP’s recap of this unforgettable event from Five9 #Five9CX #TheNewCX #Five9 #CX #CustomerExperience

Wonderful interactive presentation from Adam Miles of Pearson at #Five9CXSummit. Emphasis on leveraging AI to augment live agents (“champions”) to create genuine connections with customers—not to lowering operating costs. The result? Higher NPS scores, decreased negative customer sentiment, and a 66% increase in sales. #TheNewCX #Five9CX #Five9 #CustomerExperience

During this #Five9CXSummit breakout session, Five9’s VP of Product, Industry, and Solution Marketing Matt McGinnis chatted with Ronan Ryan and Eric Schanno. Discussions revolved around how customers use Five9 GeniusAI not just for cost reduction, but also to improve CX. GeniusAI has helped contact centers re-optimize skills-based routing to better utilize top-performing agents, uncover the reasons for call transfers, and have more “hyper-personalized” customer conversations #Five9 #TheNewCX #Five9CX #CustomerExperience

🚀🚀Always a pleasure to learn from Sheila McGee-Smith, this time at Five9’s CX Summit. Today, Sheila revealed how many of her 2024 CX and CCaaS trend predictions came true (spoiler alert, all of them!) and shared what’s on deck for AI and Customer Experiece platforms in 2025. Though we won’t reveal her secrets here, expect AI-powered technology to continue to optimize the agent experience, shorten call handle and wait times for customers, and provide supervisor-facing analytics that pinpoint gaps in the customer journey. #Five9 #Five9CXSummit #TheNewCX #Five9CX #CustomerExperience

First breakout session of #Five9CXSummit is all about Five9 AI Insights, led by Jonathan Rosenberg. AI Insights is designed to fill in the gaps left by customer surveys and call disposition by providing CSAT scores, sentiment and trend analysis, automatic topic surfacing, impact scores. and other GenAI-powered conversation insights. Lots more on the horizon…. #Five9 #TheNewCX #Five9CX #AI

Next up at Five9 CX Summit, Jon Davis of The Ivy Collection, Joanna Coles of The Daily Beast, and Thomas John discuss the role of listening in CX—and how today’s customers have more power than ever before #Five9CX #Five9CXSummit #TheNewCX

Executives from Sony, RNL, fnac, and Alaska Airlines discuss their CX priorities at Five9 CX Summit in a conversation with Andy Dignan, Five9 COO. For Kris De Pauw from Sony, CX is about knowing customers and their needs, bringing value, and creating a seamless experience For Lori Bradshaw from Alaska Airlines, CX means creating a frictionless experience across touchpoints and channels For Stephen Drew Drew from Ruffalo Noel Levitz, increased personalization and proactive engagement are key For Carla Figueira from Fnac, CX encompasses convenience, expertise, and personalization #five9 #TheNewCX #Five9CXSummit #customerexperience #Five9CX #CustomerExperience

Five9 CTO Jonathan Rosenberg gives a rousing introduction of Five9 Genius AI, now available in Europe. Five9 GeniusAI uses a 4-step strategic process to deliver exceptional CX: Phase 1: LISTEN by capturing and enriching engagement data across all touch points Phase 2: ANALYZE using Five9 Analytics and Five9 AI insights Phase 3: TAILOR AI models with contextual data from Five9, CRM systems, knowledge bases, and more Phase 4: APPLY the AI to increase CSAT scores and quickly resolve customer issues #Five9 #Five9CXSummit #TheNewCX #Five9GeniusAI #CX

Five9 CEO Mike Burkland is kicking things off this morning at #Five9CXSummit in Barcelona. Five9 is ushering in the era of New CX: one where AI and human agents work hand-in-hand to deliver hyper-personalized CX powered by Five9 Genius AI. #Five9 #TheNewCX #Five9CX #CX #CustomerExperience

And we’re off! The first session of the Five9 CX Summit in Barcelona, “Unlocking Gen Z’s Love Language: Why Customer Service Can Make or Break Brand Loyalty” is underway. Panelists discuss: - Gen Z’s willingness to share their data with brands that leverage it to provide a highly personalized, consistent customer experience - The uncomfortable reality of prioritizing pricing and value over sustainability - Their frustrations with AI chatbots that constantly redirect them to FAQ pages or are engineered to recognize and respond to keywords, not natural language - Their increasing reliance on services like ChatGPT over search engines like Google #Five9CXSummit #CustomerExperience #TheNewCX #Five9