Customer/Digital Engagement

Improve CX and Agent Productivity by Closing the Metrics Gap

Many CX leaders are facing a metrics gap – the space between collecting metrics and turning them into actionable change. We worked with the team at Metrigy to identify ways to close the gap.

Kim Austin Sr. Content Strategist

Dare to Reimagine: A Conversation on CX with Shep Hyken

How do you create customer amazement and bring people back to your business again and again? A good person to ask would be Shep Hyken, who officially holds the title of Chief Amazement Officer. So, we did. In the first episode of the Dare to Reimagine podcast, Five9 Chief Marketing Officer Genefa Murphy talks with Shep Hyken, practitioner, speaker, and New York Times and Wall Street Journal bestselling author.

Kim Austin Sr. Content Strategist

3 Ways Five9 Interaction Analytics Provides Insights Across your Voice and Digital Channels

According to the Five9 Customer Service Index 2021, “regardless of age, just over half (51%) of respondents prefer to interact with a company over the phone when contacting a business for general customer service issues.”

Natalie Mackay Product Marketing Manager

Sind Sie bereit für Online-Shopping?

Immer mehr Verbraucher erledigen Ihre Einkäufe – soweit möglich – online und es ist offensichtlich, dass sie lieber digitale Kanäle für die Interaktion mit Unternehmen nutzen. Hierzu gehören beispielsweise Web-Chats über die Website eines Einzelhändlers oder auch Self-Service Anwendungen.

Nicole Friedrich Marketing Specialist

Nicole Friedrich is a Marketing Specialist on the Demand Generation & Campaigns team at Five9. Prior to joining Five9, Nicole worked for various private companies and government agencies. Nicole graduated from Chapman University with a Master's in International Business Administration in 2017.

What to Expect from 2021 Holiday Shoppers

Customer/Digital Engagement

Five9 recently released its Customer Service Index: Retail and eCommerce Edition, revealing some anticipated holiday shopping trends Here are three we’re keeping our eye on.

Allison Wilson Director of Media and Analyst Relations

Leading media and analyst relations to drive awareness, perception and preference for the Five9 brand.

What Makes a Good Customer Experience in 2021?

You have a hefty list of choices when it comes to identifying ways to improve the experience for your customers. New interaction technologies, improved workforce management, better use of data — the technology is always evolving and providing new opportunities to explore and implement.

Kim Austin Sr. Content Strategist

Five9 Shopping Cart Rescue Tackles an $18 Billion Leak in the E-commerce Experience

Customer/Digital Engagement

Though online retail sales increased 32% from 2019 to 2020, shopping cart abandonment also became more prevalent during the pandemic. So, what if retailers could have more insight into their customers’ online buying journeys, proactively reach out to shoppers who have left items in their carts, and address concerns with a personalized approach?

Allison Wilson Director of Media and Analyst Relations

Leading media and analyst relations to drive awareness, perception and preference for the Five9 brand.

How Consumer Preference and CX Have Changed since 2019

Since 2019, contact centers and customer-service functions had to quickly—and significantly—adapt as more of our daily lives moved to remote and online models. So, how did consumers rate their experiences?

Kim Austin Sr. Content Strategist

Part 3: How Unified Communications Integration Improves the Customer Experience

Customer/Digital Engagement

Welcome to Part 3 in the Five9 UC Integration blog series! In last week’s blog, we discussed 3 Tips to Increase Efficiency with a Unified Communications Integration. This week we’ll look at UC from the customer’s perspective and how you can improve the overall experience.

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.

Global Scale Vs. Product Velocity: Not an OR but an AND for Five9 CCaaS

At a time when the contact center has become the front door for many businesses, Five9 is helping our customers meet new service demands and provide the excellent experiences that consumers have come to expect.

Anand Chandrasekaran Executive Vice President, Product Management

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