Contact Center Resources: Get to Know the Five9 Cloud

Join this expert-led session to hear insights and learn about solutions to reduce operational costs, increase customer lifetime value, and outpace emerging fraud trends. 

Discover how next-generation AI is shaping CX and can become your new business differentiator.

Why Watch?

Many organisations are still relying on intuition when deciding where to apply AI in customer experience,  often leading to disconnected initiatives and underwhelming results. 

In this session, we’ll explore how leading organisations are shifting from assumption to insight, using real customer interaction data to make smarter, more informed decisions about where AI can deliver the greatest value.

Engaged employees start with empowered mindsets. When individuals take ownership of their development, they become more invested in their role and the organization’s success. Watch Millie McIntyre, Sr. Director of Buyer Services at IAA, to explore how autonomy, accountability, and flexible scheduling drive engagement, elevate performance, and build trust. Leave with practical strategies to encourage self-management, support professional growth, and design work models that empower employees to thrive.
 

Legacy contact centers weren't built for today's expectations. Disconnected systems, costly on-prem infrastructure and limited flexibility leave teams struggling to keep up with frustrated customers and burned-out agents as a result.

Many organisations are still relying on intuition when deciding where to apply AI in customer experience,  often leading to disconnected initiatives and underwhelming results. 

In this session, we’ll explore how leading organisations are shifting from assumption to insight, using real customer interaction data to make smarter, more informed decisions about where AI can deliver the greatest value.

Watch Robin Gareiss and Matt Tuckness for a data-driven look at how AI is reshaping customer experience.

In this session, Robin and Matt will break down key findings from Metrigy’s latest research, highlighting the trends, benchmarks and strategies defining high-performing CX organizations today. You’ll gain insight into how leading companies are approaching AI, where they’re seeing measurable impact and what it takes to stay ahead.

Watch this webinar for a results focused session that shows how to move from AI ambition to practical execution. CX Network research found that the top trend found that customer expectations for instant service was a top five customer behavior trend in 2026. In this context, AI has become central to modern CX but many teams are left asking the same question: where do we begin? This webinar offers a clear, grounded answer.

Many organizations are investing in AI, but scaling it across the enterprise remains a challenge. In this executive discussion, you’ll learn how leading organizations are successfully deploying AI to transform operations, customer experience, and business outcomes.

During this fireside chat, we’ll explore:

• Why many AI initiatives stall before delivering value
• How organizations are scaling AI across customer operations
• The emerging model of human + AI collaboration
• Practical insights for turning AI experimentation into enterprise impact

AI in the contact center delivers real business results. MSU Federal Credit Union (MSUFCU) modernized its member engagement with the Five9 Genius AI-powered CCaaS platform. Call navigation improved. Time to reach an agent dropped. Call abandonment was cut nearly in half. Customer satisfaction and loyalty scores increased.

Today, 75% of chats are handled by MSUFCU’s virtual assistant, Fran, improving both efficiency and the member experience.