Five9, Inc. (NASDAQ: FIVN), a leading provider of the intelligent cloud contact center, today announced the launch of the Five9 Customer Experience (CX) Maturity Model, a framework to help enterprises chart a path to digital customer experience maturity. Developed with input from leading contact center analysts, and experience from several thousand customer deployments, the model allows organizations to assess their current maturity level, map out transformation goals and embrace incremental levels of sophistication to reimagine CX and realize results in a rapidly changing marketplace.
“Improving customer experience is the top driver of digital transformation initiatives, which have been greatly accelerated by the COVID-19 pandemic,” said Sheila McGee-Smith, founder and principal analyst at McGee-Smith Analytics, who advised Five9 during the development of the CX Maturity Model. “However, many businesses that invest in digital CX transformation face challenges in translating their best intentions into actions. It has become increasingly important for CX vendors to provide prescriptive tools that will help enterprises understand industry best practices, as well as where to begin their digital transformation journeys and how to make meaningful progress.”