Marine (No Longer on Active Duty), Contact Center & Presales Expert, All posts are my own opinion or thoughts and not representations for anyone else.
Olathe, KS
Joined July 2009
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#AI chatbots aren’t replacing patient research; they’re enhancing it. By providing quick, conversational access to vetted information, chatbots help patients better prepare for visits and make informed decisions. Read on via @TechTargetNews: techtarget.com/healthtechana…
96% of #CX leaders believe their teams preserve context during AI-to-human handoffs. @Five9 CTO, Niranjan Vijayaragavan, talked with @technewsworld about where handoffs actually break down and the four steps organizations can take to close it. Read on: crmbuyer.com/story/ai-custom…
Growing your business starts with delighting customers. The latest @Forbes analysis by @Five9 CMGO Jay Lee makes a strong case for elevating CX across operations. Read on: forbes.com/councils/forbesbu…
In this live webinar, @TheatreRoyalNew joins @Five9’s Sam Counterman to share how bringing voice, email and chat together gave the theatre a clearer view of patron journeys, and how AI insight is shaping its new CX operating model. Register now! cxnetwork.com/artificial-int…
New @Five9 research shows consumers are ready for AI-powered customer service, but trust still matters. Learn how businesses can balance automation with a human touch to boost satisfaction and loyalty. engage.five9.com/customer-ex…
Customer agents will soon query, compare and book on their own. CX leaders need systems those agents can trust and transact with. Read on via @CMSWire: cmswire.com/customer-experie…
The FTC’s probe into #AI agents in customer service is a reminder that trust, transparency and data protection must come first. Read more via @TheCXMagazine, featuring @Five9: cxm.world/customer-experienc…
96% of business leaders believe their AI-to-human handoffs preserve context. That gap is the story in @Five9's 2026 Business #CX Leaders report. In this @cxtodaynews interview with Mat Ladley of Five9, they do a deep dive. Watch the full interview: cxtoday.com/why-ai-handoffs-…
Customers repeating themselves is an age-old problem, but still a pressing one for #CX leaders today. Learn why it happens and how to fix it. Learn more in this @Five9 blog: five9.com/blog/why-do-custom…
Faster onboarding, fewer escalations, stronger agent performance. Explore in this @Five9 blog how embedded real-time AI knowledge enables continuous learning and immediate assistance for new hires. five9.com/blog/real-time-ai-…
#AI that empowers agents and delights members: @IheartCHM partnered with @Five9 to streamline workflows, reduce wait times, and deliver more meaningful conversations. If improving #CX is on your roadmap, this success story is worth a read. five9.com/blog/customer-succ…
A strong agent workspace turns scattered data into clear, real-time insights, helping teams act faster, improve outcomes, and prevent issues before they grow. Learn how in this @Five9 blog: five9.com/blog/2026-agent-wo…
Member engagement starts with relevant, timely communication. Discover in this @Five9 blog tactics for tailoring messages, using digital channels effectively, and measuring impact so your health plan delivers the right care at the right time. five9.com/blog/how-boost-mem…
#Five9AIDay 2026 delivered a clear message: #AI + human agents = better conversations. Five sessions highlighted practical use cases, real customer wins, and the innovations shaping the future of #CX. Read the full recap: @Five9 five9.com/blog/inside-ai-day…
Humans and #AI shouldn't feel like two different experiences. For your customers, they're one. Join us at #CCWNashville for our Main Stage Panel with @HCTecTN and @IAA_Auctions: Humantic CX: When Human + AI Becomes One Customer Experience. engage.five9.com/ccw-nashvil…
Long holds frustrate customers. They also wear out agents. At #CCWNashville, hear how @IAA_auctions cut attrition 52% by fixing the agent experience first, and what it did for their customers too. See you there! engage.five9.com/ccw-nashvil…
What is customer experience research and why does it matter? Learn #CX research methods, key metrics like NPS and CSAT, and a step-by-step process to improve every customer touchpoint. Read more via @Five9: five9.com/blog/customer-expe…
The future of outbound voice blends AI automation with human judgment. When deployed responsibly, AI makes your contact center smarter, faster, and more customer-centric. Read more via @NoJitter: nojitter.com/contact-centers…
#AI chatbots aren’t replacing patient research; they’re enhancing it. By providing quick, conversational access to vetted information, chatbots help patients better prepare for visits and make informed decisions. Read on via @TechTargetNews: techtarget.com/healthtechana…
Customers don't want better bots; they want their issue solved. @Five9 Voice #AI Agents resolve real issues end to end, escalating with full context only when it counts. See how it works: bit.ly/3TvRBsQ