We asked @patrickwatsonuc, Research Director at #Cavell, what moves #AI from pilot to production in the contact center. His take: 💡 Start with a clear goal and know your metric before you launch. 💡 Human agents matter more than ever. 💡 The ROI is there: "you can't disagree it's hype anymore." Watch the full clip 👇

Long holds frustrate customers. They also wear agents out. At #CCWNashville, hear how @IAA_Auctions cut attrition 52% by fixing the agent experience first. Want to keep the conversation going? Book a meeting or visit us at booth 117: bit.ly/4dh6Oow

Happy #CXDay! Today we celebrate the people behind every great customer experience. To our customers, partners, and Five9 team: thank you. Customers trust us with their most important conversations, partners build alongside us, and our team shows up every day to make smarter #CX with every interaction real. How are you celebrating CX Day? 👇

The real #CX breakthrough isn't automation vs. the human touch. It's both, fused into one seamless intelligence. At #CCWNashville, we'll be joined by @HCTecTN and @IAA_Auctions on the main stage for 𝘏𝘶𝘮𝘢𝘯𝘵𝘪𝘤 𝘊𝘟: 𝘞𝘩𝘦𝘯 𝘏𝘶𝘮𝘢𝘯 + 𝘈𝘐 𝘉𝘦𝘤𝘰𝘮𝘦𝘴 𝘖𝘯𝘦 𝘊𝘶𝘴𝘵𝘰𝘮𝘦𝘳 𝘌𝘹𝘱𝘦𝘳𝘪𝘦𝘯𝘤𝘦 to hear how leading teams make it happen. Bring your coffee and your questions! Also catch us at booth 117. bit.ly/4dh6Oow

Nerys Corfield of @OnecomUK joined us to share insights on what changes when AI gets practical in customer experience. A few things stood out: ☑️ Customers face a lot of change with AI, and the success of that change depends on the journey, not just the technology. ☑️ AI should augment people, not replace them. Some of the old manual work is no longer necessary. ☑️ The focus is delivering outcomes: product teams, partners, and customer success managers working together toward each customer's ambitions. ☑️ Whatever the tools, it comes back to helping the customer. #PartnerPowered

Five9's CMO Jay Lee introduces @Five9's focus: Smarter CX with every interaction. Will have more thoughts on Five9, new directions, the market and what customers are looking for soon. #CIO #CMO #CX #Five9 #Five9AnalystSummit #CXNation

Always great to get time with @laurasmackey. This time in Seattle for @Five9’s Analyst Summit. #CMO #CX #Five9AnalystSummit #CXNation

The future of #CX has humans and #AI agents on both sides of the conversation. The platform behind it has to handle every combination. At #Five9AIDay, our CTPO Niranjan Vijayaragavan shared how we think about it: three connected domains. 𝗘𝗻𝗴𝗮𝗴𝗲𝗺𝗲𝗻𝘁: humans, agents, and channels in one conversation, with no lost context. 𝗢𝗿𝗰𝗵𝗲𝘀𝘁𝗿𝗮𝘁𝗶𝗼𝗻: smooth handoffs during the conversation, and backend workflows that resolve the issue after it. 𝗜𝗻𝘁𝗲𝗹𝗹𝗶𝗴𝗲𝗻𝗰𝗲: customer memory, domain knowledge, and real-time awareness. Watch the on-demand session: bit.ly/45Jt9H8

Nashville, we're coming for you. 🎸 Five9 is heading to #CCWNashville, October 7–9. We're bringing the whole team to booth 117. Swipe through to meet who you'll find on the ground. Built for the conversations that matter most. Let's have one in Nashville. Book a meeting, grab a demo, or just stop by and say hi. bit.ly/4dh6Oow @CustContactWeek

Attending Five9 CX Connect Americas is kinda chic. ✨ bit.ly/4gWSpzP

Five9 CEO Amit Mathradas joined @SiliconANGLE & @theCUBE at the AI ROI in Contact Center Summit 2026 to talk about what happens when AI has to prove its business value. As the cost per interaction drops, companies can serve more customers, and that leads to better outcomes. Watch the full conversation: bit.ly/4yZhWPg

#AI was supposed to shrink the contact center. Meta's Muse just showed why it won't. 📈 When AI makes service easier, people use more of it. Gartner found 38% of contact centers grew agent seats after adding AI, versus 20% that cut. 🤝 When the stakes rise, customers still want a person. And that person needs full context on what the customer already told the AI. Our CMGO Jay Lee shares three things contact center leaders should do now: plan for more volume, design the AI-to-human handoff on purpose, and rethink your KPIs. Read his full take: bit.ly/3Vq5LMQ

Customers don't want a better bot. They want their issue solved. That's the experience Five9 Voice #AI Agents are built to deliver: less like talking to a bot, more like talking to your best agent. See how it works: bit.ly/3TvRBsQ

2 weeks left! ⏳ #Five9CXConnectAmericas is coming to New York City on October 12–13, and this is your reminder to save your spot. Two days of agentic AI, automation, and real customer stories from CX and contact center leaders, analysts, and Five9 experts. Check out the agenda and plan your sessions: bit.ly/4rBH4sF Don't wait. Register now and we'll see you in NYC!

Day two wrapped at the ABA Bank Marketing Conference, and the best moment came when one of the panelists gave Five9 a genuine shoutout as a happy customer. Doesn't get better than hearing that straight from the people using it every day. Thanks to everyone who stopped by booth #110 today for great conversations about what smarter #CX can look like for your bank. #ABABMC26

Day one in the books at the ABA Bank Marketing Conference in Austin, TX, and the Five9 team had a great time on the show floor. Thanks to everyone who stopped by booth 110 for a chat (and maybe a piggy bank or two). The conference isn't over yet; if you're at ABA BMC, find us before it wraps. We'd love to talk about what smarter CX could look like for your bank. And don't miss our own Manu Yegnaraman live on stage TODAY at 3:00 PM in the Partner Game Changers session, presenting “Unified Outreach: Driving Revenue from Sales, Collections, and Retain Customers”. #ABABMC26

¿Y si el futuro del Customer Experience no se trata de elegir entre humanos o IA, sino de entender cómo pueden trabajar juntos? En el #Techday2026, Diana Carolina Lemus y Diego Rivera de Five9 nos llevarán a explorar esta conversación y los nuevos escenarios que plantea la Inteligencia Artificial. 📅 20 de octubre | 📍 Centro Empresarial El Cubo 🎟️ Entrada gratuita para asociados BPrO. ¡Inscríbete en el link de la descripción! @anakarinaqa #CXTechDay2026 #BPrO #Five9 #IA

We're weeks away from announcing the 2026 𝘍𝘪𝘷𝘦9 𝘕𝘦𝘸 𝘌𝘳𝘢 𝘰𝘧 𝘊𝘟 𝘈𝘸𝘢𝘳𝘥𝘴 finalists, and we're excited to introduce this year's judging panel. These industry leaders bring deep expertise and a shared passion for advancing customer experience. Their insights will help us spotlight the organizations shaping what's next in #CX. Stay tuned as we reveal the finalists on October 6 and winners on November 18. Save your seat: bit.ly/4ybJfpD #CXAwards2026