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CX Analyst Steve Blood Makes Move to Five9 to Amplify CX Leadership

By Greg Tavarez March 25, 2024

Customer service is moving to the cloud. Traditionally, companies ran contact centers with their own hardware and software. This was expensive and inflexible.

Now, cloud-based solutions like those provided by Five9 are taking over. These are cheaper, easier to manage and allow businesses to scale up or down quickly as needed. This means happier IT staff, more agile businesses and better customer experiences.

Five9's cloud-based platform eliminates the need for companies to invest in and maintain expensive hardware and software infrastructure. This shift to the cloud better equips businesses with greater scalability and agility. What is the result? It allows them to adapt to changing customer demands and market conditions.

Five9 goes beyond simply offering a cloud-based solution, too. Recognizing that the contact center plays a key role in shaping customer perception, Five9 offers a comprehensive suite of features designed to enhance the customer experience across multiple channels. This includes features that improve agent productivity and satisfaction, ultimately leading to better customer experiences.

With its cloud-first approach, omnichannel capabilities and focus on AI and automation, Five9 has made its impact on the cloud contact center market. To stay at the summit, the company is making moves.

Recently, Five9 appointed Steve Blood as Vice President of Market Intelligence and Evangelism at Five9. Blood will focus on shaping and elevating Five9’s positioning as it expands its global leadership in customer experience.

“Five9 has achieved strong brand recognition and demonstrability in a market that was dominated by legacy customer experience and service technology,” said Blood. “I believe in the power of the collective, and Five9 has always embraced collaboration as a core strength, which aligns firmly with my beliefs. The opportunity is immense, and I am excited to be a part of Five9’s next chapter of growth.”

Blood joins Five9 after his time at Gartner, where he was vice president and analyst in Gartner’s Customer Service and Support team, part of the sales and customer Service practice. Many recognize Gartner as being one of the main research firms to look to when wanting to get statistics and insights on specific markets and industries.

As for Blood, his research primarily focused on customer service and support technologies, with expertise in market insights, contact center applications, digital customer service and customer service analytics.

During his tenure at Gartner, Blood served as an adviser of customer service technology to end users and buyers of mid, large, and enterprise organizations across multiple continents. He authored the recent “Gartner Magic Quadrant for Contact Center as a Service,” “Predicts 2024: Customer Service and Support Strategy and Leadership” and “Market Guide for Digital Customer Service and Support.”

With the addition of Blood, Five9 brought in someone who is aware of what is happening across various markets as well as what solutions are needed to stay atop the CX game. His insights will prove to be pivotal for Five9, so it will be interesting to see where the platform goes from here.

“Steve’s addition to the Five9 team underscores our role as an innovator,” said Five9 Chief Marketing Officer Niki Hall. “His profound understanding of market demands will help amplify Five9’s thought leadership and his invaluable contributions will undoubtedly bolster our mission to deliver unparalleled CX solutions across all scales and sectors.”




Edited by Alex Passett
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