December 19th
Experiencing The New CX: Predictions for 2026
Sheila McGee-Smith's wildly popular predictions series comes to CX Summit--this time with Five9 President Andy Dignan. Together they'll revisit Shelia's 2025 preditions to see what came true, what missed the mark, and why. Then, they’ll look ahead to 2026 with bold new predictions for where CX and AI are headed next. This fast-paced, interactive session is your chance to weigh in, get ahead, and leave with insight you won’t hear anywhere else.
January 22nd
Quality at Scale: How Gen AI-Powered Quality Management Transforms Every Agent, Every Call, Every Time
Most quality programs only see a fraction of the customer story. Five9 Agentic Quality Management (AQM) changes the game — analyzing 100% of interactions in real time with Generative AI. In this session, you'll see how leading brands turn instant insights into personalized coaching, smarter automation, and full-journey visibility. See real-world results and leave ready to implement quality intelligence that elevates agent performance, boosts efficiency, and transforms every customer interaction into a competitive advantage.
