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Five9 CX Summit
Fri
, 
Aug
. 
23
 at 
7:00pm

2:00 PM

Opening Credits & Welcome Coffee

Enjoy a fresh cup of coffee before the presentations. We’ll be handing out pamphlets that outline this evening’s details.

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Mrs Robinson

Trisha Gouveia is a host of exceptional ability. Studies show that a vast majority of guests attending events by Trisha have been known to leave more elated than visitors to Santa's Workshop, The Lost of Continent of Atlantis, and the Fountain of Youth.

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Five9 Keynote Speakers

Hear from our inspirational keynote speakers, who will be sharing their experiences on how to unlock the potential that customer service can bring to your brand and how to deliver in this new world of work.

Mrs Robinson

Trisha Gouveia is a host of exceptional ability. Studies show that a vast majority of guests attending events by Trisha have been known to leave more elated than visitors to Santa's Workshop, The Lost of Continent of Atlantis, and the Fountain of Youth.

 

Rich Shaw

Vice President,

Voice & Collaboration

AT&T Business

Mrs Robinson

Trisha Gouveia is a host of exceptional ability. Studies show that a vast majority of guests attending events by Trisha have been known to leave more elated than visitors to Santa's Workshop, The Lost of Continent of Atlantis, and the Fountain of Youth.

 

J.P. Gownder 

Vice President &

Principal Analyst

Forrester

Rowan Trollope

CEO

Five9

Anand  Chandrasekaran

EVP, Product Mgmt.

Five9

Dan Burkland

President

Five9

Featured Guest Speakers

How COVID-19 has accelerated contact center transformation

Join AT&T Business VP Voice and Collaboration, Rich Shaw and Five9 President Dan Burkland as they discuss the new AT&T Cloud Contact Center. Tune in to this virtual fireside chat and learn:

○ How AT&T Cloud Contact Center, powered by the Five9 platform,  has been critical for many organizations during the COVID-19 pandemic
○ How AT&T Cloud Contact Center has been helping customers shift  to a work-from-home model and helping manage huge spikes in call volumes by utilizing omnichannel and self service 
○ What gives the AT&T Cloud Contact Center the unique advantage when looking for a cloud based contact center solution

Rich Shaw

Vice President,

Voice & Collaboration

AT&T Business

How technology can drive empathy and the future of work

The future of work will require businesses to improve their agility, flexibility, and adaptiveness in the face of continuously emerging challenges. Technology sits at the center of this future of work, but it can be a dangerous tool when wielded incorrectly. In this talk, Forrester VP J. P. Gownder will talk about the key trends intersecting in 2020 and beyond and what priorities will help your organization build the right kind of future of work strategy. These include:

○ Why employee experience is a key driver of customer experience
○ How technology can augment employee capabilities
○ Why empathy is crucial to all dimensions of future of work success

○ What priorities you should balance for the rest of 2020 and beyond, from business continuity planning to fundamental technology investments to employee experience elevation


J.P. Gownder

Vice President &

Principal Analyst

Forrester

HX in Uncertainty:

Doubling down on humanity in times of uncertainty

2020 has been unforgiving. We are collectively experiencing a global pandemic, economic turbulence and social unrest, all calling into question what we value as humans and what we consider to be our most pressing priorities. These crises have fractured an essential bond between humans: trust. And, the trust gap is even greater between humans and organizations. There is a silver lining, however - with careful attention to emerging customer and workforce preferences with a focus on human values, organizations have an opportunity to become more human themselves and ultimately thrive in the face of these crises.

 

Deloitte Digital’s Human Experience in Times of Uncertainty research explored the many changing faces of the human experience through compounded crises. By investigating significant behavioral and emotional shifts through several research methods over four months with over 28,000 participants, we have identified the emergence of a new order of priorities for organizations to act on: trust, safety, and connection.

 

During this session, Amelia Dunlop and Ashley Reichheld will discuss the research, its key finding and how Deloitte Digital has translated these three priorities into guiding implications for organizations as they respond, recover, and ultimately thrive in the coming months—and prepare for the lingering uncertainty of the future.

 

Amelia Dunlop

Chief Experience Officer and

Customer Strategy & Applied Design Practice Leader

Deloitte Digital

 

Ashley Reichheld 

Customer, Brand & Experience Practice Lead for Automotive,Transportation,

Hospitality & Service Sectors 

Deloitte Digital

WHy attend

The #1

Cloud Contact Center 

On-Demand Event

Gain insights from industry leaders and executives around the power of the cloud and new advances in agent assistance.


Hear about the latest trends from industry visionaries and unlock the potential that customer service can bring to your brand. 

Watch Now
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Join Us at five9 CX Summit

September
 
16
, 
2020
8:00am
-
12:00pm 
PDT

September 16, 2020

Live at 8AM PDT

Trisha Gouveia is a host of exceptional ability. Studies show that a vast majority of guests attending events by Trisha have been known to leave more elated than visitors to Santa's Workshop, The Lost of Continent of Atlantis, and the Fountain of Youth.

Register now
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Agenda

8:00 AM

Welcome to Five9 CX Summit

Welcome: Dan Burkland, President of Five9. 

Keynote Speaker: 

8:40 AM

Five9 Product Strategy and Vision

Speaker: Andrea Lamperti, the Director of Internet Media Politecnico di Milano.

9:15 AM

Ask Me Anything With Five9 Executives

Speaker: Pierre Chappaz, Executive Chairman & Co-founder of Teads & Bertrand Quesada, Co-founder and CEO.

10:00 AM

Featured Guest Speaker: Deloitte Digital

Moderator: Antonella The Carpia, EMEA Marketing Director at Teads. Speaker: Eric Shih, Global SVP Business Development.

10:45 AM

Breakout Sessions

Enjoy a fresh cup of coffee before the presentations. We’ll be handing out pamphlets that outline this evening’s details.

11:30 AM

Featured Guest Speaker: AT&T Business

Enjoy a fresh cup of coffee before the presentations. We’ll be handing out pamphlets that outline this evening’s details.

12:15 PM

Featured Guest Speaker: Forrester

Keynote Speakers will be briefly introduced before going over several keypoints that will be discussed this evening.

1:00 PM

Breakout Sessions

Speaker: Carlo Noseda, President of IAB Italy. A great opportunity to learn directly from one of our founders.

1:45 PM

Breakout Sessions

Introduction: Caroline Barbery, CEO. Speaker: Pranav Yadav, CEO of Neuro-Insight USA.

2:30 PM

Breakout Sessions

Our Team Leaders will take one last minute to summarize the evening’s discussions. Stick around for a Dj Set by Dario Piana.

3:15 PM

Closing Keynote

Enjoy a fresh cup of coffee before the presentations. We’ll be handing out pamphlets that outline this evening’s details.

3:45 PM

End of Event

Enjoy a fresh cup of coffee before the presentations. We’ll be handing out pamphlets that outline this evening’s details.

Register now
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CX Summit Tracks and Sessions

Starting your own business and picking the right niche in no time

Check out our exciting track themes and their corresponding sessions. 

All live sessions will be available on-demand following the event, along with additional relevant content, for you to explore in your own time.

Track 1:

Make Customer Service A More Human Experience

Explore new ideas and approaches that will transform your cloud contact center into a strategic asset and source of competitive advantage.

10:45 AM

True Stories: How two contact center managers exceeded customer expectations

Join industry commentator Sheila McGee-Smith as she leads a conversation with two contact center leaders. You'll learn how they changed their operations to deliver a more human experience and made their contact center the front door of their business.

SPEAKERS:

Sheila McGee-Smith, Founder & Principal Analyst, McGee-Smith Analytics

Jeff Snyder, Director, Analyst Relations, Five9

PANELISTS:

Holly Culbertson, Virtual Contact Center Manager, AdventHealth

Chris Greenburg, Director Customer Service and Support, ParTech

1:00 PM

Improve your business by delivering an exceptional CX experience

The brands that have distinguished themselves by delivering top-notch customer experience understand that delivering a coveted CX requires a companywide focus on employees, technology, and leadership — to effectively execute a well-thought-out strategy. Nemertes Research conducted a study of 517 companies to understand what successful businesses do differently than those that aren’t yet delivering solid CX.

SPEAKERS:

Robin Gareiss, President & Founder, Nemertes Research

Darryl Addington, Product Marketing Director, Five9

1:45 PM

THE BIG DEBATE: The workforce of tomorrow – A complete remote workforce or a hybrid remote and office-based organization

How do you motivate, and encourage these workforces to be productive and empathetic? Your Contact Center is the most important connection with your customers, and it will be impacting your brand more than ever before. Which is the best workforce model for your brand?Join our panel as we debate the pros and cons for both options.

MODERATOR: 

Michael Rose, Senior Director of Brand & Communications, Five9

PANELISTS:

Teddy Liaw, Chief Executive Officer, NexRep - Speaking for the remote workforce

Rebecca Arwood, Director of Customer Service, Under Armour - Speaking for the hybrid workforce

2:30 PM

Increasing productivity 50% when crisis hits

When COVID struck in March, Corvel was faced with an 80% increase in call volume. Join Cindy Gambosh, Director of Workflow Automation at Corvel, and Heather Turbeville, Sr Marketing Manager for Authority Software as they talk through how Corvel used Five9 and Authority to increase productivity by 50% to offset the influx of calls. In this lively, frank conversation, you’ll see examples of how these solutions can be used to deliver an even greater customer experience – even when a crisis hits.

SPEAKERS:

Heather Turbeville, Sr Marketing Manager, Authority Software

Cindy Gambosh, Director of Workflow Automation, Corvel

Track 2:

See What's Possible in the cloud with Five9

Learn new tips, techniques and methodologies to setup, measure and improve your contact center KPIs.

10:45 AM

Create amazing digital-first customer experiences in the contact center

One channel or many, customers want and use a wide choice of email, chat, voice, SMS, and other channels to connect with you. Learn about digital engagement strategies and the option to execute an omni-channel CX experience.

SPEAKERS: 

Peter Milligan, Senior Product Marketing Manager, Five9

Danny Wang, Product Management Director, Five9 

1:00 PM

Verint WFM:

Helping Deliver PCG's Service Level Commitments Wherever Agents Are

How do you manage hundreds of service representatives, while offering 30 different programs, each with a unique service level commitment — no matter where your agents are based? Join us to hear how PCG has managed to do just that, seamlessly, with Verint WFM and Five9.

SPEAKERS:

Nancy Porte, VP Customer Experience, Verint

Shane Moodyman, Director Service Workforce Development, Public Consulting Group (PCG)

Ron Burnett, Enterpirse Customer Success Manager, Five9

1:45 PM

Reimagine a more efficient contact center through the power of

Five9 AI

Hear about the state of AI and machine learning in the contact center. See how these critical technologies improve operational efficiency while maintaining a human touch experience.

SPEAKER:

Jonathan Rosenberg, Chief Technology Officer, Five9

Lucy Sung, COO, TruConnect

Steele Anderson, Senior Manager Sales, Womply


2:30 PM

Streamline customer engagement across the enterprise while decreasing agent effort with Five9 Workflow Automation

Enable your business to react intelligently to real-time events within the contact center.​ Discover how Five9 Workflow Automation can easily deploy customizations to your CCaaS solution using no-code, visual workflows.

SPEAKERS:

Brian Spraetz, Senior Product Marketing Manager, Five9

Mike Bourke, Senior Vice President, Product, Five9

Bart Ridge,Senior Enterprise Solution Consultant, Five9

Track 3:

Superpower Your Agents

Uncover new ways to motivate and engage your employees, making them own and feel part of the process, using gamification and industry best practices.

10:45 AM

Inspire and enhance agent performance with dashboards and insights

Letting agents know where performance stands against their goals can be a powerful motivator and fosters a culture of accountability. KPIs need to reflect your company’s strategic goals and be meaningful to agents. This session will show how Performance Dashboard guides agent performance and aligns their actions with those of the business.

SPEAKERS:

Brian Spraetz, Senior Product Marketing Manager, Five9

Jacob Bentley, Product, Five9

GUEST SPEAKER:

Jason Adams, Call Center Director, Hoglund Law

1:00 PM

5 tips to creating superpowered agents with gamification

Gamification is a great tool for boosting agent engagement and encouraging desired behaviors. Games don’t create themselves, however. This session will cover the key components of a gamification strategy needed to ensure success.

SPEAKERS:

Brian Spraetz, Senior Product Marketing Manager, Five9

Jacob Bentley, Product, Five9

1:45 PM

Enabling an always-connected workforce with cloud communications

Although COVID-19 has changed life for everyone, it has also served as a catalyst for the rise of the remote worker. Join this session to get the inside story on how businesses can maintain productivity and efficiency through seamless collaboration. Connect your employees and customers, whether in the office or remote, with a Zoom Phone: single platform for video, voice, chat, and collaboration, that integrates seamlessly with the Five9 Intelligent Cloud Contact Center solution.

SPEAKER:

Jason Mobley, Education Zoom Phone Solutions Engineer, Zoom Video Communications
Barry Feierstein, COO, Fundation Group, LLC

Ryan McMahon, Director of New Partnership Operations & Account Management, Fundation Group, LLC

2:30 PM

Deliver a customer journey that will wow your customers by connecting your CRM to the contact center

An integrated CRM can empower your agents to deliver a more human experience. With these tips and tricks, you will improve the customer journey and agent productivity in your contact center.

SPEAKERS:

Julian Tiongson, Product Marketing Manager, Five9

Olivier Jannini, Salesforce Reg Alliance Manager, Five9

Track 4:

Under the Hood: Five9 Technology & Innovations

Improve your understanding of the core functionality of the Five9 platform as well as relevant processes.

10:45 AM

Unleash the power of the newest Five9 features to deliver more human experiences

Hear about all the new capabilities in the Five9 platform. Find out what's new and areas where you can improve your contact center.

SPEAKER:

Darryl Addington, Product Marketing Director, Five9

Chris Miller, SVP, Solution Engineering, Five9

1:45 PM

Improve customer experience and save money with WFO

Five9 Workforce Optimization tools are critical to providing extraordinary customer experiences. In this session, you will see these tools in action and understand how they can engage and empower your agents and supervisors.

SPEAKERS:

Mike Bourke, Senior Vice President, Product, Five9

Brian Spraetz, Product Marketing Manager, Five9

Christina Cowell, Product Strategy, Five9

2:30 PM

Deliver a remarkably fast return on investment by deflecting routine and repetitive conversations currently handled by live agents with an intelligent virtual assistant

Learn the details behind the powerful new Five9 product that gives your customers an easy, intuitive way to self serve and improve the bottom line.

SPEAKERS:

Darryl Addington, Product Marketing Director, Five9

Ram Rajagopalan, Senior Director, Product Management, Five9

Chad Tanner, Manager, Solution Consulting, Five9

Special Thanks to Our Partners

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Click the button below and gain access to all the on-demand sessions.

Organically grow the holistic world view of disruptive innovation via workplace diversity and empowerment.

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