For the past couple of years, we’ve heard speculation about how AI could gradually replace jobs. While AI clearly has a place in customer experience, it might not be to the level that news headlines would make it seem. To get a better sense of the state of AI in customer experience, we surveyed attendees at CCW to understand sentiments toward AI and how CX leaders are or plan to integrate it into their operations.
Despite technological advances in recent years, so much of customer experience (CX) today remains frustrating and unnecessarily difficult. It’s frustrating for customers waiting in queue, for burnt-out agents ready to quit, and for businesses that fail to see their contact centers as revenue-generating, customer retention flagships. There’s a disconnect between what’s possible in CX today with AI and what’s happening in companies that still haven’t grasped the imperative to embrace it.
To help companies understand both consumers and AI, Five9 published data that shows the importance of a human touch in CX. Learn what we found from our survey here.
National Retail Federation (NRF) is always an incredible opportunity for retail and tech leaders to come together to explore how the retail space is evolving. My focus was specifically on the future of CX in retail and how brands are innovating to transform the customer experience.
See how The New CX is helping top brands transform experiences with AI + human expertise — plus, explore our bold new look that reflects the future of CX.
Five9 SKO 2025 set the stage for a game-changing year with AI-driven innovation, a bold rebrand, and deep customer and partner connections. See our top five highlights.
