How Five9 Reimagined our CX Summit for the Next Era of Customer Service

Great customer service can make or break your business. But the technology that enables the experiences customers now expect is evolving rapidly, and it can be a challenge for organizations to keep up. With a mission to help all businesses embrace the future of CX, Five9 has reimagined our flagship CX Summit to include new session formats and a roster of high-profile speakers with wide-ranging perspectives. 

The theme of the 2021 Five9 CX Summit is “Where Reimagined meets Realized.” Five9 CEO, Rowan Trollope, will give a keynote to kick off the virtual event and its eponymous first track: Reimagine CX and Realize Results. His session will share the latest results from our global Customer Service Index so that attendees can get ahead of the key trends happening in the world of CX. You’ll also hear how Five9 and its industry partners are driving successful business transformations. 

This track also includes a keynote by Five9 CTO, Jonathan Rosenberg, and Five9 Executive Vice President of Product Management, Callan Schebella, who will showcase the latest advancements to the Five9 platform; an Ask me Anything session with the entire Five9 executive team; and a presentation on CX Maturity featuring Robin Gareiss, CEO & principal analyst at Metrigy. Robin will explore how and what you should measure in your contact center and across your customer experience to ensure you can continuously improve your CX maturity.  

Additional guest speakers include Gartner VP and Analyst Drew Kraus; and Mike Massimino, former NASA Astronaut, New York Times Best-Selling Author and frequent guest star on the Big Bang Theory. Mike will share personal stories of inspiration, innovation, teamwork and leadership as drawn from his experiences in one of the greatest and most dangerous jobs.    

The CX Summit will also include learning tracks around how to Increase Business Agility with Cloud; Scale with AI and a Digital Workforce; Streamline with Automation, AI And Analytics, and Empower Agents and Deliver Results from Anywhere. Stay tuned to upcoming posts in this blog series to learn more about each of these tracks.  

To support this reimagined learning experience, the 2021 CX Summit will introduce new session formats, including:  

• CX Solutions Sessions: High-level sessions from subject matter experts on how to reimagine CX. Sessions are expert presentations with time at the end to ask your questions live. 

• Deep Dive Discussions: Live 45-minute sessions that delve into practical contact center use cases, step-by-step training for Five9 products, and best practices across the CX domain. 

• CX Discussion Groups: Live 45-minute sessions focused on CX trends and best practices ranging from STIR/Shaken to the role of the Intelligent Virtual Agent (IVA) in the contact center of today and the future. This is an opportunity to listen and learn from your peers while providing your unique insights for the discussion. 

• Ask the Product Reimagineers: Live 30-minute discussions with an open Q&A hosted by Five9 solution experts covering topics from what to consider when moving to the cloud to how to get the most out of your Five9 investment. You will hear from Five9 engineers about how they prioritize the Five9 feature backlog, what's coming in design and innovation, and how the Five9 engineering team stays ahead of the game. 

We hope you’ll join us for this insight-packed program that is designed to help you futureproof your contact center and customer experience. As an added incentive, Five9 will donate $5 for every registration to the Make-A-Wish Foundation. So, gather up your colleagues, mark your calendars and get ready to reimagine CX and realize results! Register now.