Five9 CX Summit 2025: A Community That Redefined What CX Can Be

Coming home from Nashville, I’m reminded of something I’ve learned again and again in my career: the real magic of customer experience happens when great people come together with a shared purpose. And for three days at Five9 CX Summit 2025, that’s exactly what we saw — leaders, practitioners, innovators, and partners showing up not just to learn, but to connect, challenge assumptions, and push our industry forward.  

CX, stories and community

This year, we set out with a clear promise: to inspire, empower, and connect the people who are shaping the future of customer experience. And the energy in the room told me we delivered on that commitment. Everywhere you looked, from hands-on labs and standing-room sessions, to hallway conversations, the focus wasn’t on theory. It was on real outcomes, real customers, and real transformation already in motion. What we saw in Nashville was a community leaning in, learning from one another, and pushing the industry forward with a level of openness and momentum that’s hard to manufacture. It only happens when the right people come together with the right intent.  

But what stood out even more was the human side of those stories. CIOs sharing what they wish they’d known on day one. CX leaders comparing notes on scaling AI responsibly. Operations leaders opening up about the pressure of running modern contact centers — and the relief that comes when they realize they’re not doing it alone. Those moments are the heartbeat of this event.  

One of my favorite parts of the week was hosting the New Riders’ Roundup. Every year, we welcome a wave of people attending Five9 CX Summit for the first time, some arriving solo, some stepping into new roles, all wanting to make the most of the experience. Bringing that group together, watching strangers connect and begin new relationships, reminded me why community matters.   

A tribute to Hot Ones

And then there was our very own Five9 Hot Ones Challenge. I’m not sure who convinced me this was a good idea, but sitting with members of our eStaff, working our way through sauces that should probably require a legal waiver, we ended up having some of the most candid conversations of the entire week. When you’re trying not to cry on stage, authenticity isn’t optional. We laughed, we sweated, and somehow, we still managed to answer real questions about leadership, change, and where Five9 is headed.  

A keynote to remember

As powerful as those moments were, Will Guidara’s closing keynote elevated everything. Will brought us back to what CX is really about: the humanity behind the experience. He reminded us that extraordinary outcomes don’t start with technology; they start with teams who care enough to go a little further, listen a little deeper, and create moments that matter. It was the perfect way to end the Summit — an inspiring reminder that the work we do is equal parts system and soul.  

Walking the halls, I kept hearing versions of the same sentiment:  
“It feels good to be around people who actually get what we’re trying to build.”  

That’s exactly why we created CX Summit. To let people know, those that want to push boundaries to make the world a little bit better, they are not alone.  That they can lean on this community to make the world of CX a little bit better.  And that a small change in how someone is supported can make all the difference in someone's day.   

As I look ahead, I’m more optimistic than ever about the future of CX. Not because of any single product or trend, but because of the people leading the charge — people who left Nashville with new ideas, new connections, and a renewed sense of what’s possible.  

If you were there, thank you for bringing your questions, your curiosity, and your honesty.  

Didn't make it to CX Summit?

We’ve got you covered! Here are the key highlights you can watch on-demand. And whether you joined us in Nashville or followed from afar, be sure to sign up for our Best of CX list. It’s the easiest way to stay informed as we keep the Five9 CX Summit momentum going into next year with virtual sessions and roadshows.  

Together, we’re not just rethinking what CX can be.  

We’re building it.