Leading cloud contact centre platform Five9 is beginning its virtual CX Summit 2021 today.
Taking place over two days, the event is set to focus on how the contact centre industry is being transformed via digital channels, AI, automation and analytics – as well as how the cloud and big data approaches are leading to improved customer experience. The event will also offer the opportunity to connect with contact centre professionals and partners.
Speakers included the likes of:
- Rowan Trollope – CEO – Five9
- Callan Schebella – EVP, Product Management – Five9
- Jonathan Rosenberg – CTO – Five9
- Drew Kraus – VP Analyst – Gartner
- Robin Gareiss – CEO & Principal Analyst – Metrigy
Among the keynote events on offer are From Analytics to Action – How to Improve your CX Maturity, where Metrigy’s Robin Gareiss will discuss with Genefa Murphy, Five9 CMO, how and what you should measure in your contact centre to improve CX maturity. Covering key KPIs such as Voice of the Customer metrics, the talk will offer tips to apply to your organisation.
Also taking place is Customer Service: Getting Past the Hype with Gartner’s Drew Kraus, who discusses the areas where AI can have the greatest value in customer service operations, as well as Women Reimaginers in Technology, a group discussion of successful female technology leaders including Sheila McGee-Smith, Maribel Lopez, Sally Eaves and Juanita Coley.
This year, CX Summit is also featuring four ways to learn and network with industry experts, including:
- CX Solutions Sessions – These are sessions from subject matter experts dedicated to revealing the ways in which CX is being reimagined, with both questions and presentations
- Deep Dive Trainings – Step-by-step interactive demonstration help optimise individual Five9 solution environments based on feedback from the Five9 CX Community
- CX Discussion Groups – An informal discussion on topics such as STIR/Shaken, compliance, practical AI and gamification for workforce motivation
- Product Reimagineer Sessions – Five9 engineers discuss innovation in the platform and the roadmap for future development
After a pre-event global fireside chat kicking off at 6:15 AM PDT, the event begins at 8:00 AM today and closes at 2:30 PM, before day two starts at 8:30 AM tomorrow.
