Скачать или смотреть Reimagining Customer Migration Journeys

In this CX Today discussion, David Dungay hosts Andy Dignan, Senior VP of Global Partners & Services at Five9, and Erwin Lazar, President and Principal Analyst at MetroG, to explore how channel partners are powering the next wave of customer experience (CX) transformation.

They discuss how the pandemic accelerated cloud adoption by nearly a decade and how partners can now focus on delivering business-impacting CX solutions—not just migrations. Topics include AI strategy, agent wellness, CX analytics, and how Five9’s Partner University is helping integrators evolve from technology resellers to CX consultants.

💡 Key Topics:
🔹 Channel challenges and migration strategies
🔹 Partner enablement and Five9 University
🔹 AI and automation for better CX outcomes
🔹 Agent wellness and retention strategies
🔹 How MetroG data supports smarter cloud decisions

Timestamps:
00:00 Introduction
01:00 Meet Andy Dignan (Five9) & Erwin Lazar (MetroG)
02:25 Challenges for Partners in 2020–2021
05:00 Market Trends and Migration Data
07:00 Channel Readiness for Cloud CX
10:00 How Five9 Supports Partners
12:15 Building a CX Practice
14:00 CX as Differentiation
17:00 Post-Pandemic Strategy
20:00 Developing an AI Strategy
22:00 The Role of Partners in AI
24:00 Looking Ahead

🌐 Learn more about Five9: https://www.five9.com

📊 Explore MetroG Insights: https://www.metrog.com

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