Five9 CX Summit: Explore the Future of the Contact Center

Events

Michael Rose Senior Director, Brand and Corporate Communications

Michael joined Five9 in August, 2017 overseeing corporate and brand communications. During his time with Five9, he has spearheaded a brand messaging refresh that centered on digital transformation, and strategically developed strong media and social media programs to elevate brand awareness for Five9.

August 22, 2019

As consumers expectations are constantly changing, how do companies prepare to meet their customers’ ever evolving needs? What are the latest trends in customer experience and how can companies use this information to enhance their contact center?

In just a few short weeks, all these questions will be answered at the annual Five9 CX Summit! In three different sessions, leading industry analysts will dive into the ins and outs of the contact center, the current trends in customer care and what the future of CX will entail. Below we are sharing a sneak peek at what they will be discussing:

What’s the Role of the CC in 2022?

Lead by Sheila McGee-Smith, Founder and Principal Analyst at McGee-Smith Analytics

Wednesday, September 18^th

10:30 a.m. – 11:20 a.m. in Oceanside B

Contact Center Industry maven, Sheila McGee-Smith, will interview Five9 customers about their contact centers. How do they see customer and agent expectations evolving and what impact does that have on the contact center of 2022? What are they doing today to prepare?

What’s Trending in CX – Are you on the Cutting Edge?

Blair Pleasant, President and Principal Analyst at COMMfusion

Wednesday, September 18^th

2:30 p.m. – 3:20 p.m. in Oceanside B

I will sit down with Blair Pleasant as we dive into the Five9 Customer Service Index 2019 that captures current customer service related wants and opinions. Join us for a lively discussion about these trends and potential implications on your business.

Injecting Intelligence into the Contact Center

Art Schoeller, Vice President and Principal Analyst at Forrester Research

Wednesday, September, 19^th

11:30 a.m. – 12:20 p.m. in Oceanside B

Join Art Schoeller, VP & Principal Analyst, Forrester Research as he discusses trends impacting companies as they begin building an intelligent contact center strategy. Starting with data, businesses need to understand strategies to ensure they are ready for the changing nature of work in the contact center. With automation continuing to change the landscape of customer experience, contact centers need to prepare for the impact this will have on agents, customers, and the operations of the contact center. Join this session to hear about four steps businesses can take to prepare for the impact of AI and changing customer expectations in the next decade.

CX Summit space is limited. Click here to reserve your spot.