Five9 CEO, Mike Burkland, at #CXNationSummit (Noise Reduction Using Cisco Webex)

Yep, I got it right here. I'm gonna please you on this today. No, I know that when you do these things, you argue and agonize over every single word. Yeah, okay. I know every single word. So let's start off with vision. It says 'bringing joy to customer experience.' So joy. Joy is the emotion. Joy is the feeling. Customer experience is known for joy. Is that what you're saying? Oh, it's not. And that's why we exist. We're gonna change what has been historically a frustrating, sometimes, experience. And again, we're making progress as an industry, but we're aiming for joy for every customer interaction. Everyone involved in customer experience should have joy: not just the consumer, but the agent, the supervisor, our employees, our partners, analysts, and influencer community. Especially, especially. Yeah, we're bringing joy to customer experience, all involved in customers.

Well, again, we've started in customer service, if you will, in contact centers. Most people think of customer service. By the way, we have many sales contact centers already in our customer base. We actually have integration basic marketing as well, and yeah, for technology that is mostly used in doesn't uncertain? So again, if you think about customer experience, it spans all four of those: customer service, sales, marketing, and contact centers.

Well, intelligence stands for artificial intelligence, AI. It's a big, big part of our platform, as most people know. But it's also the collaborative intelligence that comes from technology plus humans. So it's not just artificial intelligence; it's human experience and human intelligence: our people and professional services, people developers that build our products, go-to-market teams, our support team, our partners. A huge part of that intelligence is part of intelligence.

Really, it's about our culture, and it's about the culture of our partners too. What we're bringing to our enterprises, right? We're helping them reimagine their customer experience. But we bring both our platform's intelligence, CX platform, combined with passionate experts. And this passion is all about our people and our partners and all involved in that equation, to just have a singular focus on driving great success for enterprise customers. We'll talk about what success means in the next phrase. Okay, so this is we get back to joyful, passionate experts to deliver joyful customer experiences and better business outcomes. That's right. So the phrase is pretty packed. It's packed and it's action-packed with every single word being chosen very carefully. 'Joyful customer experience' - it's pretty intuitive, but again that's that joy word again. It's all about delighting the customer, the consumer, through customer experience, and through that journey of whether it starts on the web or it goes through a digital channel or it's a live call or it's an IVA virtual agent. It's just delivering a great customer experience, a joyful customer experience. But also for our enterprise customers, it's about business outcomes. Right, I mean they're trying to drive that customer experience up in terms of its quality and its satisfaction. Because again, guess what? The better they do at delivering great customer experience, the higher customer satisfaction they have. Retention goes up, revenue goes up, and we also deliver efficiency gains, cost reductions, and just making sure that there's a very efficient machine. Contact centers doing everything it does. So again, business outcomes are defined all those variables: revenue plus savings, but happier customers.

Absolutely not. We've walked the halls. In fact, we haven't done it yet. We haven't rolled this out to the employees. So we mentioned there probably can't hear this, so we could bring it here in the next couple possibly. But that's okay. But what I want to be able to do is walk down the hall and have us, have actually a visitor come into our office and say, 'What's Five9? What do you do? What's your vision? What's your mission?' And if everybody in our company can remember that simple phrase that we bring joy to customer experience, that's success. So it's not show up in a drawer; it's what we will live with. And it is truly our purpose. It's our, you know, our vision is really our vision for what we do for the world in the coming years, but our mission is our purpose, what we do every day.

Thank you, really appreciate the time.