CX Spotlight: Reinventing Customer Experience at The Dufresne Group

In this Customer Spotlight, Norman Alegria from The Dufresne Group shares how their team transformed customer experience after a complete system outage forced them to rethink their contact centre strategy. By partnering with Five9 and adopting AI-powered capabilities across their operation, The Dufresne Group dramatically improved service levels, reduced costs, and empowered agents to deliver a more personal and efficient experience for guests visiting their stores.