Business
Five9 Announces Winners of the 2025 New Era of CX Awards at CX Summit Nashville
Awards celebrate innovative companies redefining customer experience and AI in business NASHVILLE, Tenn.--(BUSINESS WIRE)-- Five9 CX Summit – Five9 (Nasdaq:
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[{"type":"text","content":"\nAwards celebrate innovative companies redefining customer experience and AI in business\n\n\n NASHVILLE, Tenn.--(BUSINESS WIRE)--\nFive9 CX Summit – Five9 (Nasdaq: FIVN), provider of the Intelligent CX Platform, today announced the winners of the 2025 New Era of CX Awards during Five9 CX Summit 2025. The awards recognize organizations and partners who are redefining what’s possible in customer and employee experience through innovation, AI, and automation. This recognition celebrates those who have achieved measurable business outcomes and demonstrated exceptional creativity in leveraging the Five9 Intelligent CX Platform to elevate every customer interaction.\n\n\n“These winners are redefining what’s possible in customer experience,” said Andy Dignan, President, Five9. “They’re leading the shift toward Agentic CX – where AI and automation work alongside humans to anticipate needs, take action, and deliver outcomes in real time. This year’s honorees show how blending intelligence with human understanding can transform every interaction for customers, agents, and drive business outcomes.”\n\n\nThe New Era of CX Awards 2025 recognize achievement in seven categories:\n\n\n\nAI Elevated CX Trailblazer: Northwestern Mutual redefined client and field experiences with Five9 AI. By deploying AI Insights and Agent Assist, they achieved a 94% CSAT accuracy rate, cut handle times, and uncovered training opportunities that drove savings, sharper decisions, and stronger customer satisfaction.\n\n\n\nBest in CX Self Service: The Dufresne Group reimagined retail service with Five9 IVAs, raising CSAT from 60% to 95%. Customers now enjoy faster resolutions, personalized self-service, and intelligent routing, while agents focus on meaningful interactions that build loyalty and trust.\n\n\n\nBest CX Platform Innovator: SONDA launched Help Desk 2.0 with Five9 and partner Movigoo, integrating ServiceNow, Teams, Zendesk, CA Service Desk, and Aranda. Agent productivity rose 27% as AI-driven automation, reduced downtime, and real-time ITSM updates enabled more efficient work and faster service across LATAM.\n\n\n\nMost Trusted Expert Award: Christian Healthcare Ministries (CHM) partnered with Five9 and Waterfield Tech to modernize member engagement. Call abandonment dropped from 10.1% to 1.8%, freeing agents to focus on faith-centered conversations w...