Awards celebrate most innovative companies and individuals redefining customer experience and AI in business
SAN RAMON, Calif., January 23, 2025--(BUSINESS WIRE)--Five9 (Nasdaq: FIVN), provider of the Intelligent CX Platform, today announced the winners of the New Era of CX Awards 2024. These awards celebrate the most innovative companies and individuals redefining customer experience and AI in business. The winners exemplify excellence in aligning CX strategies with business goals and embracing cutting-edge technology to deliver exceptional experiences.
"We are thrilled to recognize these trailblazers who are leading the charge in advancing CX and AI," said Andy Dignan, Chief Operating Officer, Five9. "The New CX redefines how brands connect with customers – transforming fragmented, experiences to seamless, AI-driven journeys. We are honored to celebrate these leaders who continue to push the boundaries of what is possible with CX and AI to make every interaction more connected, effortless, and personal. Their innovative strategies inspire us all as we navigate the new era of CX."
The New Era of CX Awards 2024 recognize achievement in six categories:
AI-Elevated CX Trailblazer:The Ivy Collection is celebrated as a visionary in seamlessly integrating Five9 AI into its CX and EX strategies. A leader in luxury hospitality that fields over 9,000 calls daily, The Ivy Collection leveraged Five9 chatbots and its Salesforce integration to automate 20% of routine inquiries so agents can focus on high touch interactions and generate more reservations.
Best CX Self-Service: Mason Companies Inc. is recognized as an organization that has expertly harnessed the Five9 Intelligent CX Platform to create seamless customer experiences across touchpoints. Leveraging Five9 email, chat, and virtual AI agents, retailer Mason Companies Inc. automated 35% of chat inquiries and freed up over 4,000 agent hours. As a result, Mason Companies Inc. garnered $60,000 in annual savings, generated a 92% CSAT score, and developed happier agents.
Best CX Platform Innovator: US Radiology Specialists is honored for its leadership and innovation using the Five9 Intelligent CX Platform's ecosystem of partners to up-level customer and employee experiences. Healthcare company US Radiology Specialists handles 3.5 million calls a year, and it leverages Five9 to streamline operations by automating 75% of outbound calls and cutting call times by 4.5 min. As a result, US Radiology Specialists has freed up agents to handle more complex issues, increased conversion rates by 24%, and generated an additional $4 million in revenue.
Most Trusted Expert Award:Exact Sciences is recognized as a standout leader that has partnered with Five9 to achieve employee experience excellence. Exact Sciences is a leader in home cancer screening and knows that exceptional customer experiences start with empowered employees. By modernizing their contact center with Five9, Exact Sciences automated routine tasks, achieving 45% in call containment and a 60% decrease in scheduling time. Leveraging Five9, Exact Sciences' agents have more time to focus on real, patient-centered interactions, creating a better environment for everyone.
CX Leader of the Year: TruConnect Communications is celebrated as an organization that uses the Five9 Intelligent CX Platform to blend CX excellence with social good. TruConnect Communications is a nationwide provider of affordable wireless services, dedicated to bridging the digital divide and empowering underserved communities. By leveraging Five9, TruConnect has streamlined operations, reducing after call work by 40% and providing seamless self-service tools that put control in the hands of customers.
Judge’s Choice Winner:IAA an RB Global Inc. Company is recognized as the Judge’s Choice Winner which is presented to a leader that consistently stood out with high rankings in multiple categories, earning recognition from both Five9 and industry analyst judges. This award honors remarkable achievements and earns special recognition for CX excellence that can't be applied for. A global leader in commercial assets and vehicle auctions, IAA leveraged Five9 IVA, workforce optimization and quality assurance to transform the entire customer journey. IAA drove 300% growth in chat and text utilization, a 52% reduction in employee attrition, and a 10% decrease in repeat call rates.
Five9 congratulates all the winners and thanks every participant along with our Five9 Partners for their dedication to shaping the future of customer experience. To learn more about the New Era of CX Awards and how Five9 empowers organizations to transform CX, visit here and watch the award ceremony replay here.
About Five9
The Five9 Intelligent CX Platform, powered by Five9 Genius AI, provides a comprehensive suite of solutions to power AI-elevated customer experiences that deliver better business outcomes and Bring Joy to CX™. Our unified cloud-native offering enables hyper-personalized customer experiences and more empowered employees, making every customer interaction more connected, effortless, and personal. Trusted by 2,500+ customers and 1,400+ partners globally, Five9 brings together the power of AI, our platform, and our people to drive AI-elevated CX.
