Celebrating the Finalists of the 2025 Five9 New Era of CX Awards

CX Day is the perfect time to announce the finalists for the 2025 Five9 New Era of CX Awards. I can’t think of a better moment to celebrate the incredible leaders and teams shaping the future of customer and employee experience — leaders who are transforming service, empowering employees, and proving that when AI and human ingenuity come together, extraordinary things happen. From healthcare and financial services to retail and beyond, this year’s finalists are setting new standards for connection and growth. Each one reflects what The New CX is all about: smarter, faster, more human experiences. Thank you to our customers for trusting Five9 to be part of your journey. I can’t wait to recognize these inspiring finalists live at the Five9 CX Summit in Nashville, November 17–19.

AI-Elevated CX Trailblazer

This award recognizes organizations that are boldly using Five9 AI to transform both customer and employee experiences. I’m proud to celebrate leaders who overcame hurdles to create smarter, faster, and more connected service powered by AI and human ingenuity.

Daimler Truck Financial Services

Daimler Truck Financial Services simplified operations and empowered its teams with Five9 AI, giving agents the tools and insights to serve customers with speed and precision. From improved training to more consistent service across the U.S., Mexico, and Canada, the company created intelligent, multilingual experiences that keep customers and employees moving forward together.

Inizio Engage

Inizio Engage transformed patient and provider interactions worldwide by embedding Five9 AI into their operations. With a 20% boost in agent productivity and reduced handle times, they are setting a new standard for healthcare CX while improving compliance and empowering staff across their global operations.

Northwestern Mutual 

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.

OceanFirst Bank

OceanFirst Bank modernized its contact center with Five9 AI, enabling skill-based routing, real-time coaching, and 100% call transcripts. Their NPS rose to 80.32, while customers experienced faster resolutions, agents gained deeper insight, and the bank reinforced its trusted community focus with enterprise-grade capabilities.

Penn Medicine

Penn Medicine reimagined patient engagement with Five9 AI, replacing outdated systems with a unified, intelligent platform. With support from partner Carousel, 1,900 agents supported by AI-powered IVAs improved care access, streamlined routing, and enabled staff to focus on high-value interactions that strengthen patient outcomes.

Best CX Self-Service

In this category, we honor the companies who have given customers more choice, convenience, and control. These finalists show how intuitive self-service can improve satisfaction, reduce effort, and free employees to focus where they’re needed most.

Anglian Home Improvements

Anglian Home Improvements are elevating customer choice with Five9 Digital IVAs, enabling out-of-hours self-service bookings. With the support of partner Babble, they cut After Call Work for appointment management to just 2:01, improving efficiency, reducing pressure on agents, and create a faster, more modern experience for customers.

Concora Credit

Concora Credit reimagined customer interactions with Five9, revamping its IVR and empowering more self-service options. NPS rose as customers can now easily manage cards, payments, and account security with greater independence and confidence.

The Dufresne Group 

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.

MSU Federal Credit Union

MSU Federal Credit Union modernized member engagement with Five9 and partner New Era Technology, shifting from IVR to IVA, resulting in a drop in Abandonment Rates from 18% to 9.5%. Fran, their Chat Virtual Assistant, powered by an integration between BoostAI and Five9, assists with 75% of chat volume, delivering faster, more seamless service.

Wyndham

Wyndham partnered with Amplix and Five9 to transform guest engagement through Intelligent Virtual Agents, achieving a 62% automation rate. Guests now enjoy faster, easier self-service worldwide, while agents focus on higher-value conversations that elevate the hospitality experience across more than 9,000 hotels.

Best CX Platform Innovator

This award celebrates teams who have embraced the power of the Five9 Intelligent CX Platform and its partner ecosystem. These finalists are unifying systems, driving agility, and creating new possibilities for both customers and employees.

Equitable Bank

EQ Bank reimagined service with Five9, integrating Dynamics 365, Teams, and ADA to unify digital channels. Wait times dropped 80% to just 47 seconds, giving agents time to handle complex inquiries while customers experienced faster, more efficient banking support.

Mason Companies

Mason Companies expanded its partnership with Five9, integrating Salesforce to unify service across brands. Agent turnover dropped from 14% to just 0.6%, while streamlined workflows reduced friction, empowered teams globally, and ensured customers received consistently high-quality experiences.

Smart Metering Systems

SMS Energy modernized operations with Five9 partner Onecom, who not only deployed Five9 technology but also challenged existing processes to maximize impact. Agents now handle 150 connected calls and 11 bookings daily, supported by automated scheduling, real-time data, and AI-driven insights that improve efficiency and experience.

SONDA

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.

Village MD

Village MD transformed patient access with Five9 and Salesforce, consolidating systems and streamlining care coordination. Agent downtime dropped below 0.5%, giving staff more time for patient needs while AI-powered tools improved accuracy and created faster, smoother experiences across 4.2 million annual interactions.

Most Trusted Expert Award

Here we recognize the leaders who have transformed employee experience through expertise, trust, and strategy. These finalists inspire their teams, foster performance-driven cultures, and use Five9 tools to help employees thrive anywhere, anytime.

AMS SCRAM Systems / LifeSafer

SCRAM Systems and LifeSafer strengthened employee experience with Five9 WEM, QM, and Salesforce integration. Abandonment rates dropped by half, giving agents more control and better tools to succeed while leadership built a culture of trust, accountability, and high performance.

Christian Healthcare Ministries

Christian Healthcare Ministries 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 while leadership fostered a culture of trust, performance, and mission-driven care.

IAA

IAA transformed employee experience with Five9, using WEM, QM, and Salesforce integration to improve culture and performance. Agent attrition dropped 30%, while streamlined workflows and real-time insights empowered teams to deliver more consistent, confident service across a global hybrid workforce.

Medical Guardian

Medical Guardian enhanced member and employee experience with Five9 by introducing intelligent self-service for technical and account-based support, cutting wait times by 50%. With proactive solutions informed by member call analysis, satisfaction improved on both sides—members enjoyed faster, smoother call experiences, while agents gained the time and space to build more meaningful relationships on their calls.

Revenue Execution Impact

This award honors organizations that turned outbound engagement into a true growth engine. These finalists use data, automation, and AI to reach customers more personally and at scale — driving measurable business results.

BTG Pactual

BTG Pactual partnered with Nuveto and Five9 to build a high-performance CX ecosystem that scales with their business. By combining AI-powered orchestration with human expertise, they’ve created more personalized, secure, and efficient engagement for millions of banking clients across diverse markets.

Omaha Steaks

Omaha Steaks modernized with Five9 SecurePay, protecting millions in revenue during peak season. Having to scale from 200 to 1,500 agents during peak season, by enabling a secure, automated payment function it allows agents to focus on higher-value conversations—turning engagement into a true growth engine for this iconic American brand.

Pilot Travel

Pilot Company transformed Guest Services outreach with Five9 AI, lifting CSAT from 87 to 96 and achieving 98% first-call resolution. Within Guest Services, agents now have zero after-call work, freeing them to focus on higher-value engagement. Companywide, Pilot has 500+ agents, and this AI-driven efficiency is deepening loyalty and driving measurable business impact.

TruConnect

TruConnect redefined sales with Five9 AI, achieving a 184% ROI increase. With 200 agents supported by automation, real-time coaching, and quality monitoring, they scaled engagement efficiently, reducing wait times and turning inbound into a true growth driver.

CX Leader of the Year

This is our highest honor. It celebrates visionary leaders and organizations that blend CX excellence with social good. These finalists are using AI with a human touch to drive growth, empower employees, and make a positive impact on the communities they serve.

AO Smith

AO Smith reimplemented Five9 to rebuild its contact center from the ground up, eliminating legacy complexity and cutting abandonment by 9%. With 600 agents empowered by automation and AI, they deliver faster, more reliable service—supporting sustainable growth and improving access to essential water solutions worldwide.

Synovus Bank

Synovus Bank has completely transformed the contact center’s customer experience by leveraging Five9 technology, achieving a remarkable reduction in call abandonment rates from 31% to 7% and improving customer wait times from 6:53 to 1:26. With an impressive 15% increase in IVA containment rate, this transformation has not only enhanced customer satisfaction but also resulted in significant cost savings and operational efficiency.

The Aldo Group

The Aldo Group unified CX with Five9, cutting abandonment by 12.7% and improving response times by 24%. Beyond efficiency, they used AI to support sustainable retail growth, creating consistent, omnichannel service that strengthens customer trust and builds community through more accessible, inclusive fashion.

Wellabe

Wellabe partnered with Waterfield Tech and Five9 to reimagine customer engagement in just five months. By streamlining after-call processes and integrating AI tools, they enabled their call center representatives to focus more fully on delivering on their promise to always be there for their customers.

Each of these finalists represents the heart of what makes our Five9 community so special—innovation, resilience, and a deep commitment to creating experiences that matter. I’m inspired by the way you’re leading the future of customer and employee experience, and I’m proud that Five9 is part of your journey. While today we celebrate our finalists, I also want to thank every Five9 customer. Your vision and partnership continue to push the boundaries of what’s possible in CX. Together, we’re building smarter, more human experiences—and I look forward to celebrating this journey with you at the Five9 CX Summit in Nashville, November 17–19.

Congratulations to our Five9 New Era of CX Award Finalists – and Happy CX Day!

The future of CX is here. And it’s being built by our customers. Join us in Nashville to celebrate the visionaries leading the way.