AI & Automation

For decades, customer experience (CX) has been designed around one core assumption: the customer is human. Queues, scripts, SLAs, escalation paths, and channel strategies were built to match human expectations, judgment, and tolerance for friction. That model still matters. But it will no longer be sufficient. 

As the new year rolls around, many look upon it with curiosity. What will a new year bring? What innovations and advancements will we see? Of course, few could have predicted that, just a few years ago, generative AI would take the world by storm and bring us to where we are today.

I'm thrilled to share that Five9 has been recognized in CRN's 2025 Products of the Year Awards. Our Agentic CX platform took home the Overall Category Winner in Unified Communications and Collaboration, along with winning both subcategory awards for Technology and Revenue and Profit. This recognition represents a pivotal moment for Five9 and validates our bold commitment to leading the agentic AI revolution in customer experience.

Coming home from Nashville, I’m reminded of something I’ve learned again and again in my career: the real magic of customer experience happens when great people come together with a shared purpose. And for three days at Five9 CX Summit 2025, that’s exactly what we saw — leaders, practitioners, innovators, and partners showing up not just to learn, but to connect, challenge assumptions, and push our industry forward.  

There’s a reason I’ll be back at the Five9 CX Summit this year — and if you’re on the fence about attending, let me tell you what keeps me coming back.