Post by Five9

That's a wrap on #CCWVegas 2026. Five9 showed up across the main stage, breakout sessions, and customer case studies, and the conversations didn't stop there. A few key takeaways from the week: 1️⃣ The shift from scripted to agentic AI is no longer hypothetical. CX leaders at TruConnect and The ALDO Group are already deploying AI that reasons, plans, and executes — and sharing what's working. 2️⃣ The "right" AI strategy isn't one-size-fits-all. Five9 CTO Jonathan Rosenberg, PODS, and Penn Medicine, University of Pennsylvania Health System unpacked the real decision points behind self-service strategy on the main stage. 3️⃣ ROI is real and measurable. MSU Federal Credit Union cut call abandonment nearly in half and now handles 75% of chats through their virtual assistant Fran — proof that thoughtful AI deployment pays off. 4️⃣ Healthcare CX is transforming in meaningful ways. AdventHealth's Epic integration and Vitalant's donor campaign orchestration showed two distinct paths to outcomes that matter. 5️⃣ The human element still matters most. Five9 Chief Legal Officer, Tiffany Meriweather, and fellow panelists at the CCWomen Summit had one of the week's most important conversations: where should human connection remain irreplaceable? Thanks to everyone who joined us in sessions, at the reception, on the track at SpeedVegas, and everywhere in between. Customer Contact Week