{"id":825434,"date":"2025-03-13T09:03:21","date_gmt":"2025-03-13T13:03:21","guid":{"rendered":"https:\/\/www.marketnewsdesk.com\/index.php\/new-five9-research-reveals-balancing-ai-with-human-connection-is-key-to-winning-customer-experience\/"},"modified":"2025-03-13T09:03:21","modified_gmt":"2025-03-13T13:03:21","slug":"new-five9-research-reveals-balancing-ai-with-human-connection-is-key-to-winning-customer-experience","status":"publish","type":"post","link":"https:\/\/www.marketnewsdesk.com\/index.php\/new-five9-research-reveals-balancing-ai-with-human-connection-is-key-to-winning-customer-experience\/","title":{"rendered":"New Five9 Research Reveals Balancing AI with Human Connection is Key to Winning Customer Experience"},"content":{"rendered":"<p>        <!--.bwalignc { text-align: center; list-style-position: inside }\n.bwlistdisc { list-style-type: disc }body {font:normal small Arial,Helvetica,sans-serif;color:#000;background-color:#fff;padding:24px;margin:0;} a img {border:0;} h3 {font-size:medium;color:#000;margin:0 0 1em 0; text-align:center;}-->  <\/p>\n<p class=\"bwalignc\"><b>New Five9 Research Reveals Balancing AI with Human Connection is Key to Winning Customer Experience<\/b><\/p>\n<p class=\"bwalignc\"><i>Majority of consumers now open to AI-powered interactions and expect GenAI to improve their experiences<\/i><\/p>\n<p>SAN RAMON, Calif.&#8211;(<a href=\"http:\/\/www.businesswire.com\">BUSINESS WIRE<\/a>)&#8211;<br \/>\nFive9 (Nasdaq: FIVN), provider of the Intelligent CX Platform, today released its <a rel=\"nofollow\" href=\"https:\/\/cts.businesswire.com\/ct\/CT?id=smartlink&amp;url=https%3A%2F%2Fwww.five9.com%2Fresources%2Fe-book%2F2025-customer-experience-report&amp;esheet=54223449&amp;newsitemid=20250313095147&amp;lan=en-US&amp;anchor=2025+Customer+Experience+Report&amp;index=1&amp;md5=b915aaeea4e510f010fa40c9c503dfc5\">2025 Customer Experience Report<\/a> offering insights into the evolving expectations of global consumers and the strategies businesses can use to thrive in the era of The New CX. The report, which surveyed over 1,000 consumers across the US, UK, and Canada, uncovers the biggest opportunities in CX today, including how AI is now an expectation for consumers with 72% open to AI-powered interactions, and 54% viewing GenAI as key to better customer experiences.\n<\/p>\n<p>\n&#8220;Customer expectations are evolving faster than ever, redefining what great experiences look like. To succeed, organizations must prioritize their customers and use AI-driven technologies to deliver faster, more intelligent and personalized service,\u201d said Niki Hall, Chief Marketing Officer, Five9. \u201cBusinesses that embrace this transformation aren\u2019t just improving service, they\u2019re building trust, fostering loyalty, and turning every customer interaction into a moment of joy and lasting connection.\u201d\n<\/p>\n<p>\nThis year\u2019s report uncovered key trends, including:\n<\/p>\n<p><b>Consumers Demand CX Flexibility:<\/b><\/p>\n<ul class=\"bwlistdisc\">\n<li>\nBusinesses must meet consumers where they are with anytime-anywhere support. More than ever, it\u2019s necessary for businesses to offer seamless omnichannel experiences.\n<\/li>\n<li>\n59% of respondents indicated their preferred service channel depends on the situation, with 60% saying short wait times are critical.\n<\/li>\n<li>\n86% of consumers will explore self-service options before reaching out to support.\n<\/li>\n<\/ul>\n<p><b>AI&#8217;s Transformative Role and the Need for Trust:<\/b><\/p>\n<ul class=\"bwlistdisc\">\n<li>\nConsumers want to use AI-powered interactions and self-service tools, but they need reassurance from businesses that these interactions are correct. To foster trust, companies must prioritize accuracy, intuitive design, and seamless user experiences.\n<\/li>\n<li>\n72% of consumers are open to AI-powered interactions, provided they can escalate to a human when needed.\n<\/li>\n<li>\n59% of consumers prefer an instant AI chatbot over waiting for a live agent.\n<\/li>\n<li>\nOver half of respondents (54%) expect generative AI to improve how companies serve their customers.\n<\/li>\n<\/ul>\n<p><b>The Enduring Value of Human Connection:<\/b><\/p>\n<ul class=\"bwlistdisc\">\n<li>\nHuman connection is crucial, with 86% of respondents indicating it matters more than a quick response.\n<\/li>\n<li>\nA majority of consumers (56%) still prefer phone support for general issues, and this jumps to 74% for complex or urgent matters.\n<\/li>\n<li>\nVoice interactions remain the top choice across all regions and generations.\n<\/li>\n<\/ul>\n<p><b>Poor Customer Service Has High Business Costs:<\/b><\/p>\n<ul class=\"bwlistdisc\">\n<li>\nBrands need to have the right AI tools in place to anticipate consumer needs, respond quickly, and take a personalized approach or risk damaging the relationship for good.\n<\/li>\n<li>\n40% of consumers will stop doing business with a company after just one bad experience, and 95% say they tell someone about a negative experience.\n<\/li>\n<li>\nConsumers cited long hold times, being forced to use non-preferred channels, and inconsistent handoffs as top frustrations.\n<\/li>\n<\/ul>\n<p>\nThe Five9 2025 Customer Experience Report is available for <a rel=\"nofollow\" href=\"https:\/\/cts.businesswire.com\/ct\/CT?id=smartlink&amp;url=https%3A%2F%2Fwww.five9.com%2Fresources%2Fe-book%2F2025-customer-experience-report&amp;esheet=54223449&amp;newsitemid=20250313095147&amp;lan=en-US&amp;anchor=download+here&amp;index=2&amp;md5=c7317c25c2c2780ff0fffa31bd97b3df\">download here<\/a>.\n<\/p>\n<p><b>Survey Methodology<\/b><\/p>\n<p>\nThe Five9 2025 Customer Experience Report was conducted by Zogby Analytics among 1,006 respondents across the US, UK, and Canada, uncovering valuable insights into customer service experiences, preferred channels, and attitudes towards AI and self-service. Respondents ranged in age from late teens to those in their 70s. Participants represent: Gen Z (1997-2010), Millennials (1981-1996), Gen X (1965-1980), Baby Boomers (1946-1964).\n<\/p>\n<p><b>About Five9<\/b><\/p>\n<p>\nFive9 empowers organizations to create hyper-personalized and effortless AI-driven customer experiences that deliver better business outcomes. Powered by Five9 Genius AI and our people, the Five9 Intelligent CX Platform is trusted by 3,000+ customers and 1,400+ partners globally. The New CX starts here and it&#8217;s at the heart of every winning experience. For more information, visit <a rel=\"nofollow\" href=\"https:\/\/cts.businesswire.com\/ct\/CT?id=smartlink&amp;url=https%3A%2F%2Ffive9.com%2F&amp;esheet=54223449&amp;newsitemid=20250313095147&amp;lan=en-US&amp;anchor=www.five9.com&amp;index=3&amp;md5=c95e4029160e37b6e996ced08edb0dac\">www.five9.com<\/a><\/p>\n<p>\nEngage with us <a rel=\"nofollow\" href=\"https:\/\/cts.businesswire.com\/ct\/CT?id=smartlink&amp;url=https%3A%2F%2Fx.com%2Ffive9&amp;esheet=54223449&amp;newsitemid=20250313095147&amp;lan=en-US&amp;anchor=%40Five9&amp;index=4&amp;md5=03eb19dedf041285a74ad0ef68c9fd4a\">@Five9<\/a>, <a rel=\"nofollow\" href=\"https:\/\/cts.businesswire.com\/ct\/CT?id=smartlink&amp;url=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Ffive9&amp;esheet=54223449&amp;newsitemid=20250313095147&amp;lan=en-US&amp;anchor=LinkedIn&amp;index=5&amp;md5=17422158e8f24fddf5211ff9107e2149\">LinkedIn<\/a>, <a rel=\"nofollow\" href=\"https:\/\/cts.businesswire.com\/ct\/CT?id=smartlink&amp;url=https%3A%2F%2Fwww.facebook.com%2FFive9Inc&amp;esheet=54223449&amp;newsitemid=20250313095147&amp;lan=en-US&amp;anchor=Facebook&amp;index=6&amp;md5=9ee68a7d9cae3b29391b72a45b90d7f4\">Facebook<\/a>, <a rel=\"nofollow\" href=\"https:\/\/cts.businesswire.com\/ct\/CT?id=smartlink&amp;url=https%3A%2F%2Fwww.five9.com%2Fblog&amp;esheet=54223449&amp;newsitemid=20250313095147&amp;lan=en-US&amp;anchor=Blog&amp;index=7&amp;md5=fd2cd484d70c3c2a90b57b6a7f5e5298\">Blog<\/a><\/p>\n<p><img decoding=\"async\" alt=\"\" src=\"https:\/\/cts.businesswire.com\/ct\/CT?id=bwnews&amp;sty=20250313095147r1&amp;sid=flmnd&amp;distro=nx&amp;lang=en\" style=\"width:0;height:0\" \/><span class=\"bwct31415\" \/><\/p>\n<p id=\"mmgallerylink\"><span id=\"mmgallerylink-phrase\">View source version on businesswire.com: <\/span><span id=\"mmgallerylink-link\"><a href=\"https:\/\/www.businesswire.com\/news\/home\/20250313095147\/en\/\" rel=\"nofollow\">https:\/\/www.businesswire.com\/news\/home\/20250313095147\/en\/<\/a><\/span><\/p>\n<p>\nHannah Blackington<br \/>\n<br \/>Corporate Communications Director<br \/>\n<br \/><a rel=\"nofollow\" href=\"mailto:Press@five9.com\">Press@five9.com<\/a><\/p>\n<p><b>KEYWORDS:<\/b> United States North America California<\/p>\n<p><b>INDUSTRY KEYWORDS:<\/b> Technology Other Communications Marketing Communications Software Internet Digital Marketing Data Management Artificial Intelligence<\/p>\n<p><b>MEDIA:<\/b><\/p>\n<table cellpadding=\"3\" cellspacing=\"3\">\n<tr>\n<td><font face=\"Arial\" size=\"2\"><b>Logo<\/b><\/font><\/td>\n<\/tr>\n<tr>\n<td><img decoding=\"async\" src=\"https:\/\/mms.businesswire.com\/media\/20250313095147\/en\/2371567\/3\/Five9-logo-2025-R-black.jpg\" alt=\"Logo\" \/><\/td>\n<\/tr>\n<tr>\n<td><font face=\"Arial\" size=\"2\"><\/font><\/td>\n<\/tr>\n<\/table>\n","protected":false},"excerpt":{"rendered":"<p>New Five9 Research Reveals Balancing AI with Human Connection is Key to Winning Customer Experience Majority of consumers now open to AI-powered interactions and expect GenAI to improve their experiences SAN RAMON, Calif.&#8211;(BUSINESS WIRE)&#8211; Five9 (Nasdaq: FIVN), provider of the Intelligent CX Platform, today released its 2025 Customer Experience Report offering insights into the evolving expectations of global consumers and the strategies businesses can use to thrive in the era of The New CX. The report, which surveyed over 1,000 consumers across the US, UK, and Canada, uncovers the biggest opportunities in CX today, including how AI is now an expectation for consumers with 72% open to AI-powered interactions, and 54% viewing GenAI as key to better customer experiences. &#8220;Customer &hellip; <\/p>\n<p class=\"link-more\"><a href=\"https:\/\/www.marketnewsdesk.com\/index.php\/new-five9-research-reveals-balancing-ai-with-human-connection-is-key-to-winning-customer-experience\/\" class=\"more-link\">Continue reading<span class=\"screen-reader-text\"> &#8220;New Five9 Research Reveals Balancing AI with Human Connection is Key to Winning Customer Experience&#8221;<\/span><\/a><\/p>\n","protected":false},"author":2,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[],"tags":[],"class_list":["post-825434","post","type-post","status-publish","format-standard","hentry"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.4 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>New Five9 Research Reveals Balancing AI with Human Connection is Key to Winning Customer Experience - Market Newsdesk<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.marketnewsdesk.com\/index.php\/new-five9-research-reveals-balancing-ai-with-human-connection-is-key-to-winning-customer-experience\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"New Five9 Research Reveals Balancing AI with Human Connection is Key to Winning Customer Experience - Market Newsdesk\" \/>\n<meta property=\"og:description\" content=\"New Five9 Research Reveals Balancing AI with Human Connection is Key to Winning Customer Experience Majority of consumers now open to AI-powered interactions and expect GenAI to improve their experiences SAN RAMON, Calif.&#8211;(BUSINESS WIRE)&#8211; Five9 (Nasdaq: FIVN), provider of the Intelligent CX Platform, today released its 2025 Customer Experience Report offering insights into the evolving expectations of global consumers and the strategies businesses can use to thrive in the era of The New CX. The report, which surveyed over 1,000 consumers across the US, UK, and Canada, uncovers the biggest opportunities in CX today, including how AI is now an expectation for consumers with 72% open to AI-powered interactions, and 54% viewing GenAI as key to better customer experiences. &#8220;Customer &hellip; Continue reading &quot;New Five9 Research Reveals Balancing AI with Human Connection is Key to Winning Customer Experience&quot;\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.marketnewsdesk.com\/index.php\/new-five9-research-reveals-balancing-ai-with-human-connection-is-key-to-winning-customer-experience\/\" \/>\n<meta property=\"og:site_name\" content=\"Market Newsdesk\" \/>\n<meta property=\"article:published_time\" content=\"2025-03-13T13:03:21+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/cts.businesswire.com\/ct\/CT?id=bwnews&amp;sty=20250313095147r1&amp;sid=flmnd&amp;distro=nx&amp;lang=en\" \/>\n<meta name=\"author\" content=\"Newsdesk\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Newsdesk\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"3 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\\\/\\\/www.marketnewsdesk.com\\\/index.php\\\/new-five9-research-reveals-balancing-ai-with-human-connection-is-key-to-winning-customer-experience\\\/#article\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/www.marketnewsdesk.com\\\/index.php\\\/new-five9-research-reveals-balancing-ai-with-human-connection-is-key-to-winning-customer-experience\\\/\"},\"author\":{\"name\":\"Newsdesk\",\"@id\":\"https:\\\/\\\/www.marketnewsdesk.com\\\/#\\\/schema\\\/person\\\/482f27a394d4fda80ecb5499e519d979\"},\"headline\":\"New Five9 Research Reveals Balancing AI with Human Connection is Key to Winning Customer Experience\",\"datePublished\":\"2025-03-13T13:03:21+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\\\/\\\/www.marketnewsdesk.com\\\/index.php\\\/new-five9-research-reveals-balancing-ai-with-human-connection-is-key-to-winning-customer-experience\\\/\"},\"wordCount\":656,\"image\":{\"@id\":\"https:\\\/\\\/www.marketnewsdesk.com\\\/index.php\\\/new-five9-research-reveals-balancing-ai-with-human-connection-is-key-to-winning-customer-experience\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/cts.businesswire.com\\\/ct\\\/CT?id=bwnews&amp;sty=20250313095147r1&amp;sid=flmnd&amp;distro=nx&amp;lang=en\",\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/www.marketnewsdesk.com\\\/index.php\\\/new-five9-research-reveals-balancing-ai-with-human-connection-is-key-to-winning-customer-experience\\\/\",\"url\":\"https:\\\/\\\/www.marketnewsdesk.com\\\/index.php\\\/new-five9-research-reveals-balancing-ai-with-human-connection-is-key-to-winning-customer-experience\\\/\",\"name\":\"New Five9 Research Reveals Balancing AI with Human Connection is Key to Winning Customer Experience - 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