What's Up with Tech?
Tech Transformation with Evan Kirstel: A podcast exploring the latest trends and innovations in the tech industry, and how businesses can leverage them for growth, diving into the world of B2B, discussing strategies, trends, and sharing insights from industry leaders!
With over three decades in telecom and IT, I've mastered the art of transforming social media into a dynamic platform for audience engagement, community building, and establishing thought leadership. My approach isn't about personal brand promotion but about delivering educational and informative content to cultivate a sustainable, long-term business presence. I am the leading content creator in areas like Enterprise AI, UCaaS, CPaaS, CCaaS, Cloud, Telecom, 5G and more!
What's Up with Tech?
Powering the Next Generation of CX
Interested in being a guest? Email us at admin@evankirstel.com
Curious about how AI is revolutionizing customer experience? Join us at the CX Summit as Niki Hall, Chief Marketing Officer at Five9, and Jennifer Edwards, VP of Customer Experience, unravel the "new CX" that’s set to transform the industry. With a promise of seamless customer journeys, these industry leaders share how artificial intelligence is breaking down old barriers and enhancing collaboration between AI and human agents. The excitement doesn’t stop there—get a taste of the buzz from the summit, packed with groundbreaking announcements and fresh partnerships, including an elevated alliance with ServiceNow.
Our conversation takes you behind the scenes, where Niki and Jennifer discuss the rapid pace of innovation and why this moment is unmatched in the world of customer experience. Listen in to hear about the high-impact takeaways, and why everyone is talking about the new CX. Whether you’re a seasoned professional or just diving into the customer experience field, their insights are bound to spark your curiosity and enthusiasm for the future of customer engagement.
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Hey everyone, we are at the CX Summit, powered by Five9 talking the new CX and ladies, it's been an amazing start to the week. Let's start with introductions. Nikki and Jen Nikki, well known in the industry, but introduce yourself to the viewers.
Speaker 2:Hi Nikki Hall. I'm the Chief Marketing Officer here at Five9.
Speaker 3:Hi, Jennifer MacGyver Edwards. I work with Nikki. I am responsible for customer experience here at Five9.
Speaker 1:And Nikki. This week has been a blockbuster. So much news, innovation, updates, partnerships. The theme is the new CX. Break down what that means actually and why it's as important as ever.
Speaker 2:Yeah Well, we should probably start by looking at the old CX and what the old CX means. And, evan, you probably know this because you've been in the industry probably for as long as I have. You started a long time ago in this space. But the old CX was fragmented journeys, it was low CSAP, customer satisfaction. We're losing millions of dollars in revenue. You always have to press zero, zero. Let me talk to an agent so it was just really disconnected. And the new CX is breaking that all down with the use of AI to create a seamless customer journey with AI agents and humans working hand in hand. And we've been talking all about it this week at CX Summit. And you can actually download. They're on demand, so I would encourage you, if you want to learn more, to download that and register.
Speaker 1:The content has been unbelievable and Jen is VP of Customer Experience. You're used to setting the bar high and the standards high. What are the key things customers are saying at the event so far? What are some of the key takeaways?
Speaker 3:Yeah, the key takeaways for customers are the conversations that they get to have with one another, really engaging in discussions about where they're going, learning from one another, the idea of the new CX and how that's going to show up, and where they are in their journeys and us meeting them there.
Speaker 2:And the nice thing is it's literally everybody's talking about the new CX. Yes, I mean. Yes, it's a message, it's the theme, obviously it's behind us of the event, but literally all customers are talking about the new CX. Yes, I mean it's. Yes, it's a message, it's the theme, obviously it's behind us of the event, but literally all customers are talking about it. In all of our customer meetings we're talking about the new CX and how AI is helping to transform that.
Speaker 3:Yeah, they're very comfortable with it. They're excited about it, we're excited for them and we're glad to be on the journey with them that we've never seen before.
Speaker 2:I mean, innovation in our space was kind of always a little bit slow, but with AI it's just boom. So it's really the topic of conversation.
Speaker 1:And there's nothing incremental about the news this week. So many announcements, big blockbuster announcements and press releases. Maybe talk about the news this week and why it's such a big deal for the industry.
Speaker 2:Yeah, so there's two announcements. The first one was AI agents. So this is taking our IVA and supercharging it and adding a lot of AI to it to make it even more seamless and connected for folks. So that's how you get the AI agents and the human agents working hand in hand, so it enables the humans to get the answers that they need to resolve really complex tasks and the AI agents resolve the easier tasks. And then we also announced an elevated, tighter partnership with ServiceNow and we talked about that in the keynote. And again, I would encourage you you know we have to do a little teaser here because we want you to register for the download, for the on-demand. So definitely go register and you can learn more or look at the press release.
Speaker 1:Yeah, I can't wait to see that. And, jen, we've been in the industry for quite some time and we've seen a lot, but now seems to be the most exciting time in the industry. What are you personally most excited about as the CX Summit unfolds?
Speaker 3:I'm personally excited to spend time with the customers. I love it. It just feels me like Nikki. Nikki loves customer insights, their stories that they are telling, the work that they're doing, really sharing we have over like how many customers we got quite a few customers 320, yeah who registered and showed up.
Speaker 2:Actually we're at 103% to target. Usually there's attrition, but we don't have any attrition.
Speaker 3:And we have great customer breakouts and the conversations Back to Nikki's point about registering for the band. Lots of great main stage conversations with our customers. They are the feature here.
Speaker 2:And what's super exciting is a lot of these customers are actually embracing the new CX and they're using AI. We have an award ceremony coming up and we have awards for AI self-service platform, trusted advisor and CX leader of the year, and all of the case studies had quantifiable business outcomes, talking about how they increased the customer satisfaction score, how they reduced millions of dollars of cost savings for the organization, et cetera, et cetera.
Speaker 3:Yeah, their stories are the highlight of this for me. So many stories.
Speaker 1:So much excitement. Onwards and upwards to the new CX. Thanks, ladies.
Speaker 2:Thank you Good.