Strategies are easy. Outcomes are harder. This year’s Five9 Customer Success Book moves past the theory and into the results – with more than 30 real-world stories from organisations across retail, financial services, healthcare, hospitality, and more that have turned AI ambition into measurable CX impact.

What You’ll Learn:

• How organisations across retail, financial services, healthcare, and hospitality are delivering measurable CX outcomes in 2026 – and what they did differently to get there
• Why the most successful transformations combine AI innovation, intelligent platform orchestration, and partnership – and why any one of those alone isn’t enough
• What the 2025 New Era of CX Award Winners did to move beyond isolated initiatives and build approaches to CX that scale
• How AI is being used not just to contain calls, but to free agents for higher-value work – and why employee satisfaction is rising alongside customer satisfaction in the process
• The real numbers behind cloud migration: what organisations gained in efficiency, speed, and flexibility when they left legacy systems behind
• Why transformation doesn’t require starting over -and how organisations at very different stages of maturity are finding meaningful, measurable wins

Why This Matters Now:

• The Pressure
  Customer expectations are rising while organisations are under pressure to do more with the same or fewer resources. The contact centre sits at the centre of that tension.
• The Shift
  The most effective organisations are no longer treating AI as a separate initiative. They’re embedding it across routing, agent support, self-service, and workforce management – and measuring the compounding effect.
• The Evidence
  A 66% reduction in guest wait times. A 40% cut in contact centre costs. A 50% drop in customers opting to speak to a human agent. A 564% year-on-year revenue increase. These are not projections – they’re reported outcomes from named organisations in this book.
• The Outcome
  A clear picture of what good looks like across industries, company sizes, and stages of AI maturity – so you can benchmark where you are and make a sharper case for what to do next.