AI Readiness

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The KPI Reality Check: Why Your Current Metrics Might Be Stalling Your AI Transformation

Hear me out: a lot of the metrics contact centers rely on today are useful, but they no longer tell the full story.

Willem Schouwstra Sr. Manager, Solution Architecture

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Data, AI, and the Contact Center: Turning Insight into Real Business Growth

Customer expectations are shifting faster than many organizations can adapt. People expect brands to know who they are, understand their needs, and resolve issues without friction. At the same time, a powerful new intermediary is stepping between brands and their customers to reshape customer experience (CX): artificial intelligence (AI).

Kenzie Fitzpatrick Content Strategist

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Understanding AI-as-a-Service (AIaaS) for Contact Centers: What It Means for Contact Centers

Learn what AIaaS is, the key types of AI services available, and how CX leaders can benefit from deploying it in their contact centers.

Janna Pugh SEO Specialist

Janna Pugh is the SEO Specialist for Five9.

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Beyond the Buzzwords: A Data-Driven Framework for Contact Center AI Roadmaps

AI is everywhere.

Every vendor promises transformation. Every demo looks impressive. And yet, when it’s time to secure budget or prioritize initiatives, clarity often disappears.

I see this tension every day.

Contact center leaders know AI can drive efficiency, improve customer satisfaction and support agents. They know it can move the needle on customer experience. But how do you decide what to implement first? How do you prove the ROI? And how do you build a roadmap that resonates beyond your team — especially with the C-suite?

Adam Saad CTO and Founder, Tech Stack Advising

Adam Saad is the CTO and Founder at Tech Stack Advising. Tech Stack's mission is to help businesses generate better outcomes from contact center technology and maximize their investments.

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Why True Contact Center Transformation Starts with People, Not Promises

In a recent The Power of More fireside chat with Amplix and Five9, Steve Blood, VP of Marketing at Five9, sat down with Adam Rennert, President at Amplix, to cut through the noise. Together, they explored what’s actually working in AI today — and what contact center leaders need to do differently to see meaningful returns.

Kenzie Fitzpatrick Content Strategist

Five9 Named a Leader in IDC MarketScape for European CCaaS

IDC has released its first-ever IDC MarketScape: European Contact Centre as a Service (CCaaS) 2025 Vendor Assessment and I am incredibly proud to share that Five9 has been recognised as a Leader.

Sam Counterman SVP of Growth Marketing

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Five9 CX Summit 2025: A Community That Redefined What CX Can Be

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. 

Matt Tuckness Chief Revenue Officer

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Why I’m Returning to the Five9 CX Summit: Insights from a CX Leader

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.

Eric Schanno Principal Systems Engineer, Northwestern Mutual

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Experience the New CX: What Leaders Will Find at CX Summit 2025

At Five9 CX Summit 2025, we’re thrilled to welcome Will Guidara, bestselling author of Unreasonable Hospitality and the restaurateur who redefined what extraordinary service feels like. As the former co-owner of Eleven Madison Park, Will transformed fine dining into a masterclass in human connection.

Jenn MacIver Edwards VP of CX

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Certified on ServiceNow Zurich: Five9 Integration Ready for What’s Next

We’re proud to announce that the Five9 Intelligent CX Platform is now officially certified on the ServiceNow Zurich release. This certification reaffirms our commitment to providing a reliable, forward-ready contact center integration—so customers can upgrade with confidence and continue delivering connected, intelligent service experiences.

Julian Tiongson Manager, Product Marketing

Julian Tiongson specializes in product marketing with emphasis on product messaging, positioning, and go-to market initiatives. He is a well-rounded marketer starting his early career from wide range of social media marketing, email marketing, content marketing, and has since transitioned into product marketing in the later stages. This has brought a unique position to his product marketing style with deeper understanding of the full customer life cycle.

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