Top 5 Finalists for Five9 New Era of CX Awards: CX Leader of the Year
January 21, 2025
Five9’s New Era of CX Awards honors the most innovative companies redefining CX and AI in business. After receiving an impressive volume of entries, we’re excited to announce our top five finalists.
Every entrant showcases the exceptional efforts of CX teams dedicated to designing, delivering, and implementing innovative and impactful customer experiences. It truly has been an honor to read their stories – we deeply appreciate every organization that took the time to share their CX journey with us.
CX Leader of the Year Award – Top 5 Finalists
The CX Leader of the Year recognizes leaders and organizations that combine CX innovation with social responsibility to drive meaningful change. By leveraging the Five9 Intelligent CX Platform, these finalists enhance customer and employee experiences through AI, seamless integrations, and thoughtful navigation of data and regulatory challenges. Their efforts showcase how CX excellence can fuel growth while making a positive impact on communities and industries.
US Radiology Specialists. A premier provider of diagnostic imaging services in approximately 180 locations, this company fields 3.5 million calls per year. By deploying Five9 AI it was able to automate 75% of outbound calls and slice off 4.5 minutes per call – ultimately driving a 24% higher conversion rate equating to $4M in additional revenue.
Connected Managed Services (on behalf of a global healthcare provider). A Five9 partner’s healthcare client transformed its self-service appointment booking with Five9 AI, reducing the average booking time from 8 minutes to 2 minutes. This resulted in a 60% decrease in agent workload, a 30% increase in patient satisfaction, a 25% rise in agent satisfaction, and £1 million in annual cost savings.
Doctor Care Anywhere. A leading telehealth provider scaled its operations with Five9, reimagining both its customer and employee experience strategies. The results: attrition has reduced to 3%, a reduction of 6 hours per week in team leader workloads, and a 70% improvement in first call resolution.
Equitable Bank. Known as Canada’s Challenger Bank for its mission to drive change in Canadian banking and enrich people's lives. It's all digital bank, EQ Bank, serves as a convenient and compelling alternative to traditional banks. EQ Bank unified its contact center with Five9, reducing wait times from 4 minutes to 47 seconds while increasing call capacity by 44%. This led to major improvements in service level agreements, a drop in call abandonment rates from 4.9% to 2.7%, and a 15%-time savings for agents.
TruConnect Communications. This mobile virtual network operator transformed its customer service with Five9, achieving a 40% reduction in after-call work, lowering call volumes through self-service, boosting employee satisfaction scores by 27%, and driving a 184% increase in revenue.
VSP Vision Care. This global not-for-profit vision benefits company transitioned 24 contact centers to the cloud in 10 months with Five9 to support a remote workforce, reduce costs, and streamline AI agent management. It’s move saved $100K annually and significantly improved the company’s customer experience.
Again, outstanding work and innovation by some truly amazing companies. We wish each one the best of luck and look forward to congratulating the winners in January! Register to join us using this link.
