Closing the CX Gap: Leaders vs. Customers

81% of leaders use AI, 74% of customers still pick up the phone and the gap is costing loyalty

Customers aren’t shy about what they want: shorter waits, fewer repeats and service they can trust. Yet many brands continue to miss the mark, overestimating the experiences they deliver.

The Five9 2025 Business Leaders CX Report reveals where customer expectations and leader perceptions diverge — and how AI, automation and empowered agents can help close the gap.

Inside, you’ll learn:

Where loyalty is lost: The biggest disconnects between leaders and customers
AI is now, not next: 81% of leaders already use it, but trust depends on a human safety net
Agents as trust builders: Why empathy matters more than troubleshooting
Metrics that matter: Which measures to retire and which to adopt for 2025

CX is not about keeping pace. It is about aligning with what customers truly value. Download the full report to uncover blind spots and reset your CX strategy.

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Five9 provides a comprehensive suite of CX solutions, powered by Five9 Genius AI, to elevate customer experiences that deliver better business outcomes in the era of The New CX. The New CX redefines how brands connect with customers through seamless and efficient AI-driven journeys that anticipate and meet each customer’s unique needs. Our unified cloud-native offering enables AI and human agents to create hyper-personalized customer experiences, so every customer interaction is more connected, effortless and personal. Trusted by 3,000+ customers and 1,400+ partners globally, Five9 brings together the power of our AI, our platform and our people to drive AI-elevated CX.

For more information about Five9, please visit www.five9.com