In this episode of The Wilmac Wire, Emily Miller sits down with Steve Blood, VP of Market Intelligence and Evangelism at Five9, to discuss the future of Customer Experience and how organizations can better leverage technology and data to drive innovation.

With over 23 years at Gartner, Steve has advised countless businesses on customer service, AI, and digital transformation. Now at Five9, he’s helping organizations navigate the evolving landscape of CX, tackling industry challenges, and maximizing the potential of AI-driven automation.

In this episode: 

• The biggest CX challenges organizations face today
• How Five9’s Intelligent CX Platform helps businesses streamline operations and consolidate data
• The growing role of AI in customer service and how to use it effectively
• How Wilmac and Five9’s partnership is helping companies break free from vendor lock-in and centralize historical call data
• A real-world case study on how a global bank overcame legacy system constraints
• Steve’s insights into market trends, the power of partnerships, and the importance of a data-driven approach make this a must-listen episode!

Episode Breakdown:

0:26 - Meet Steve Blood and Five9’s role in CX innovation

1:12 - Steve’s background and journey from Gartner to Five9

3:04 - The biggest CX challenges organizations face today

6:00 - Why data consolidation is crucial for modern contact centers

9:09 - How AI is reshaping customer interactions

12:06 - A major global bank case study: Overcoming legacy challenges

14:27 - What’s next for Five9 and Wilmac in 2025 and beyond

Tune in now to hear Steve’s expert take on CX transformation and the evolving role of AI!

Connect with the speakers:

🔗 Steve Blood on LinkedIn: https://www.linkedin.com/in/stevejnb/

🔗 Emily Miller on LinkedIn: https://www.linkedin.com/in/emily-miller-666b66152/

🎙️ Listen to more episodes: https://wilmactech.com/the-wilmac-wire-data-management-cx-ccaas-saas-technology-podcast/