Five9 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.

“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.”

The New Era of CX Awards 2025 recognize achievement in seven categories:

• AI 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.
• Best 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.
• Best 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.
• Most 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 while leadership fostered a culture of trust, performance, and mission-driven care.
• Revenue Execution Impact: 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.
• CX Leader of the Year: 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.
• Judges’ Choice: 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.

For more information about the New Era of CX Awards and the Five9 Intelligent CX Platform, visit www.five9.com.

About Five9

Five9 empowers organizations to create hyper-personalized and effortless AI-driven customer experiences that deliver better business outcomes. Powered by Five9 Genius AI, the Five9 Intelligent CX Platform is trusted by 3,000+ customers and 1,400+ partners globally. The New CX starts here and it's at the heart of every winning experience. For more information, visit www.five9.com.

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