Experience the New CX — Why I’m Excited for Five9 CX Summit 2025

Every year, CX Summit gives us something special: the chance to reconnect with the people who make customer experience what it is — our customers, partners, and peers. It’s a time to listen, to challenge our assumptions, and to imagine what’s next. 

This November, we’ll gather in Nashville to explore a simple but powerful idea: Experience the New CX. 

The New CX isn’t about replacing people with technology. It’s about bringing together the best of both, the empathy of humans and the intelligence of AI, to deliver experiences that matter.  

If you’re thinking about joining us, here are five reasons I’m genuinely excited for this year’s event: 

1. Real Results, Real Conversations 

The most meaningful insights come from honesty. You’ll hear how organizations like Wyndham Hotels & Resorts, IAA Holdings, Omaha Steaks, and From You Flowers are navigating CX transformation — the wins, the roadblocks, and the lessons that move them forward. These aren’t highlight reels. They’re the stories behind measurable results. 

2. Learning From Leaders Who’ve Been There 

The best insights come from customers who’ve been there. Across industries, from retail to healthcare to financial services, you’ll hear directly from organizations that are using AI and automation to deliver faster, more personal, and more connected experiences. These sessions are designed to spark ideas you can bring straight back to your teams. 

3. A Community That Builds Together 

CX Summit is designed for collaboration. Whether you’re in a breakout session, a panel discussion, or just chatting in the hallway, you’ll find people who understand your challenges — and are ready to share how they’ve tackled theirs. Many of the most innovative ideas I’ve seen at Five9 started in conversations like these. 

4. Turning Ideas Into Action 

This year’s agenda is built around doing. From interactive workshops to collaborative labs, you’ll roll up your sleeves and see innovation in motion. These sessions go beyond concepts — they invite you to test, explore, and apply new approaches alongside peers and Five9 experts. Whether you’re building smarter workflows, unlocking the power of AI, or reimagining how your teams connect, you’ll walk away with practical playbooks and real tools you can use immediately. 

5. A Clear View of What’s Next 

At the CX Hub, you’ll see what’s here now, and what’s coming next. From new AI-powered capabilities and partner innovations to product updates rolling out in the months ahead, you’ll get hands-on with what’s ready to make an impact today. Analyst sessions will put those innovations in context, helping you understand where the market is heading, and how to stay ahead of it. 

6. Connection, Energy, and a Little Nashville Fun