Experience the New CX: What Leaders Will Find at CX Summit 2025

At Five9 CX Summit 2025, we’re thrilled to welcome Will Guidara, bestselling author of Unreasonable Hospitality and the restaurateur who redefined what extraordinary service feels like. As the former co-owner of Eleven Madison Park, Will transformed fine dining into a masterclass in human connection. 

What makes Will’s story so relevant to our world is that his version of hospitality starts long before the customer ever walks in the door. He believes unforgettable experiences are built behind the scenes, when teams are aligned, empowered, and motivated to create moments that matter. 

At Eleven Madison Park, Will encouraged his staff to see every interaction as part of a larger story — every greeting, every detail, every moment of surprise, all connected to a shared purpose. That same philosophy applies to how we design customer journeys today. 

Every channel, every handoff, every touchpoint is an opportunity to create trust and connection. Whether it’s an agent’s tone of empathy, a proactive message from your AI, or the way data flows seamlessly across systems, those small, intentional choices add up to an extraordinary experience. 

His message is simple but powerful: every business is in the hospitality business. The best companies don’t just solve problems; they orchestrate experiences that feel personal, effortless, and human at every step. 

That’s what we mean when we say The New CX — movement to rethink customer experience not as a department, but as a discipline that connects people, process, and technology with purpose. z

What to Expect at CX Summit 2025 

This year’s CX Summit in Nashville is built around that idea: empowering you to design experiences that make every customer interaction count. Across a day and a half of sessions, demos, and hands-on collaboration, you’ll explore what it takes to deliver measurable, meaningful impact. 

Big Ideas: Strategy That Cuts Through the Noise 

Hear from industry analysts and Five9 executives, including Sheila McGee-Smith and Andy Dignan, as they unpack what’s real, what’s hype, and what’s about to reshape how we work. You’ll leave with clarity and a sharper vision for your CX strategy. 

AI in Action: Innovation You Can See 

Watch AI in action — from intelligent agents reasoning in real time to GenAI building conversations on the fly. See how responsible, scalable AI is transforming how organizations serve their customers today. 

Hands-On Labs and Workshops 

Get practical. Bring your laptop, roll up your sleeves, and test-drive new capabilities. Experiment with GenAI bots, routing strategies, and connected data models with guidance from Five9 experts who’ll help you turn ideas into results. 

Real-World Stories: Lessons from CX Leaders 

Hear from customer leaders at GFL Environmental, Anglian Home Improvements, Omaha Steaks, and Wyndham as they share their CX transformations — the challenges, the measurable wins, and the lessons they’ve learned along the way. Expect honesty, insight, and inspiration. 

Connection and Community 

CX Summit is about more than ideas; it’s about relationships. From structured sessions to spontaneous hallway conversations, this event is designed to connect leaders who share a commitment to creating meaningful customer experiences. 

Kick off the week at the Welcome Watering Hole, where connection is on tap. It’s a relaxed, informal space to meet peers, share stories, and settle into the Summit spirit with a touch of Nashville charm. 

And if you’re joining us for the first time, don’t miss the New Riders’ Roundup on Monday at 4:45 p.m., hosted by yours truly! It’s a friendly networking corral for first-time and solo attendees. It’s your chance to meet new faces, get oriented, and make connections that last long after the event ends. 

The Five9 Ranch and Beyond 

Throughout the Summit, you’ll have plenty of opportunities to see ideas come to life. The Five9 Ranch is where inspiration turns into action through immersive demos, hands-on exploration, and creative networking events like Hot Ones: CX Ranch Edition and the Rodeo Rumble. 

And of course, it wouldn’t be a Five9 event without a little celebration. Nashville Nights and Neon Lights at Category 10 brings everyone together for an evening of live music, good food, and plenty of fun. It’s a chance to unwind, connect with peers, and soak up a little Nashville spirit before heading into another day of learning and collaboration. 

Final Thoughts 

This year in Nashville, we’re not just talking about what’s next in CX. We’re showing it. 

From the main stage to one-on-one sessions, every part of CX Summit 2025 is built around a simple truth: when people feel connected — to their teams, their tools, and their customers — great experiences follow. 

Join us at Five9 CX Summit 2025, November 17–19 at the Gaylord Opryland in Nashville, and discover how you can turn every customer interaction into a moment that matters. 

See you there.