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As Chief Executive Officer at Five9, I bring nearly three decades of business leadership…
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Amit Mathradas shared thisA couple of weeks ago, Meta's Muse, a personal AI assistant, became the most downloaded app in the US. One reason fueling adoption is that you can ask it to call your cable company, and it negotiates your bill for you. Then came the real signal. Businesses kept hanging up on the bot, so Meta quietly routed some of those calls to human contractors just to keep up with demand. Muse isn't the real story here. It's the preview of a larger trend. Every AI personal assistant that ships from here on will do the same thing: remove the friction that was suppressing contact, and the requests that were always there start showing up across voice, chat, and email. Firms are already hiring more contact center roles because of AI, not fewer, and every deflection-adjusted forecast still shows agent seats climbing through the end of the decade. That's not a staffing problem. It's an architecture problem, and it reframes the real question: not whether this is coming, but whether your contact center is built for it. This is already showing up, and Muse is only the most visible example so far. That's precisely what we built the Five9 Intelligent CX Platform for. Voice AI Agents to absorb the surge of AI-initiated calls without a quiet, undisclosed fallback to unmanaged human labor. Genius Routing to get every interaction, human-led or AI-led, to whoever can resolve it, at the volume this next wave demands. And Agentic Quality Management to hold every one of those interactions accountable to the same standard, evaluating up to 100 percent of them instead of the 3 percent sample most quality programs still rely on. The volume is coming. Five9 is ready for it. https://lnkd.in/gBsJzUYi
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Amit Mathradas shared thisLast week, I spent a few days with our customers, partners, and Five9ers at #Five9CXConnectEurope! The conversations reinforced something I strongly believe: CX leaders aren’t looking for more AI promises. They’re looking for AI that delivers real, measurable outcomes for their customers and their agents. Our customer Doctor Care Anywhere put it perfectly: “Once we had the fundamentals right, that’s what made AI exciting.” Thank you to all our customers, partners, and CX leaders who joined us at Mercedes-Benz World. And to our stellar Five9 team for putting it all together. I left energized by what we heard, what we learned, and what we’re building together.
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Amit Mathradas shared thisThe Agentic CCaaS market is on fire🔥 - Many players and tools. But one thing has been constant. For decades Five9 has been a leader in our space, innovating and bring new strategies for voice and now for the Humantic CX era. Can't wait to deliver new capabilities for our customers.Amit Mathradas shared this🔥 𝗛𝗼𝘁 𝗼𝗳𝗳 𝘁𝗵𝗲 𝗽𝗿𝗲𝘀𝘀: Five9 named a leader in the 2026 IDC MarketScape for Worldwide Agentic CCaaS Platforms Vendor Assessment. We believe IDC MarketScape named Five9 a Leader in the first MarketScape published around agentic AI in the contact center, on the strength of a well-documented AI R&D investment track record, strong agentic coaching and insights, and self-development tools built into Five9 Genius AI. "We believe being named a Leader in this year's IDC MarketScape for agentic CCaaS platforms reflects the investments we've made in Humantic CX — our vision for AI and human agents working as one system, where AI absorbs the routine so people can focus on the complex, high-judgment moments only they can handle," said Amit Mathradas, Chief Executive Officer at Five9. Read the full press release: https://bit.ly/3SqLdCU #IDCMarketScape
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Amit Mathradas shared thisGartner predicts AI will soon resolve 80% of customer service issues with zero human involvement. Sounds like a win, right? But which 80%? The routine stuff automates easily. What about the messy billing dispute, the policy exception that doesn't fit a script? Those still need human judgment, so if you automate those away, you haven't solved the problem; you've just hidden it. Here's what most organizations miss: your best agents are already generating that intelligence every day, in how they know when to escalate, how they recover trust after something goes wrong. That's data worth capturing and feeding back into your systems, not just automating around. In my latest Forbes column, I wrote about why the leaders who win this shift won't be the ones who automate the most. They'll be the ones who automate the right things. https://lnkd.in/gup_Tz4x80% Automation Sounds Like A Win—Here's Why It Might Not Be80% Automation Sounds Like A Win—Here's Why It Might Not Be
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Amit Mathradas shared thisQ2 reinforced something I believe strongly: AI is a catalyst for Five9, not a threat to it. Our AI revenue grew 78% year-over-year this quarter, and the driver behind it is consistent: customers are tired of stitching together a patchwork of CX tools. They want one platform that carries voice, digital, and agentic AI together, without the seams. We also strengthened the team behind this strategy, welcoming Niranjan Vijayaragavan as CTO, Rob Hornish as Chief Sales Officer, and Sven Linsmaier as EVP of Transformation & Strategy — leaders who've built modern enterprise platforms before and know how to execute at this level. Here's why that matters: the more complex and high-stakes the interaction, the less patience enterprises have for AI as a bolt-on. They need it built into a platform that already handles the voice, the data, the governance, and the human handoffs reliably in production, not just in a demo. That's the bet we're making at Five9, and this quarter is more evidence it's paying off. Grateful to our customers, our partners, and the entire Five9 team for the continued momentum. Full results are in the link below — lots more to buildAmit Mathradas shared thisWe are pleased to report that revenue for the second quarter of 2026 increased 10% to $312.4 million. “Q2 marks our third consecutive quarter of accelerating subscription revenue growth, with AI revenue accelerating even faster, and further evidence that our focused execution is producing results. Closing a 9-figure TCV agreement through the Google Cloud Marketplace and launching Five9 Voice AI Agents in the same quarter underscore the breadth of our platform and the strength of our market position. With the executive appointments in June, I am confident we have the right team and strategy to extend this momentum and compete to win in AI-empowered customer experiences.” - Amit Mathradas, Chief Executive Officer, Five9 https://bit.ly/4hQlttJ
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Amit Mathradas shared thisAI is reshaping what customers expect from every interaction: faster answers, less repeating themselves, real resolution instead of a runaround. The companies getting it right are the ones who can show it working, not just talk about it. That's why I'm looking forward to #Five9AIDay on August 13. We built it around real customers — brands that have pushed past proof-of-concept talking openly about what worked, what stalled, and what they'd do differently. You'll hear it straight from them, alongside independent data from Metrigy and Opus Research on where #AI in #CX is delivering, and a live demo of agentic voice AI handling a real customer interaction end to end. Our customers are the best evidence we have that AI and people, working together, change what's possible in CX. Come hear it from them directly. Save your seat: five9.com/ai-day
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Amit Mathradas shared thisToday I'm welcoming three exceptional leaders to the Five9 executive team: Niranjan Vijayaragavan as Chief Technology Officer, Rob Hornish as Chief Sales Officer, and Sven Linsmaier as EVP of Transformation and Strategy. I want to be direct about why these appointments matter. We're at a real inflection point. AI is reshaping how companies engage with customers, and the contact center is at the center of that shift. The opportunity in front of us is significant. But opportunity doesn't execute itself. Niranjan brings two decades of experience building products and platforms at global scale. He'll unify Product Engineering, Product Management, AI Automation, and Architecture under a single leadership structure so we move faster across the full product lifecycle. Rob has spent 30 years building high-performing sales teams and translating complex technology into measurable business outcomes. In a market this competitive, disciplined customer-first execution isn't optional. Sven will lead enterprise strategy, corporate development, and our highest-priority initiatives. The kind of cross-functional work that determines whether momentum compounds or dissipates. I'm also grateful to Panos Kozanian, Jonathan Rosenberg, and Matthew Tuckness, who will stay on in advisory roles to support these transitions. That continuity matters, and I mean it sincerely. The future of #CX isn't just about having the right #AI. It's about having the right team to deliver it. Welcome, Niranjan, Rob, and Sven! Read the full press release here: https://lnkd.in/gpZ-ni-3
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Amit Mathradas shared thisExcited to launch Five9 Voice AI Agents. Provides human-like conversations, real-time responsiveness, enterprise-grade governance, and seamless AI + Human collaboration!Amit Mathradas shared thisWe're excited to announce the launch of our breakthrough new release of Voice AI Agents, the next generation of agentic self-service that runs on a completely new, purpose-built architecture designed from the ground up for the agentic era, helping enterprises move beyond scripted bots and legacy Interactive Voice Response systems. Built to reason, take action, and resolve customer requests, Five9 Voice AI Agents bring agentic AI capabilities to customer self-service, helping organizations automate complex interactions while ensuring smooth, friction-free handoffs between AI and live agents. At #CCWVegas? Stop by booth 510 to learn more. https://bit.ly/3SfBcYP Customer Contact Week
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Amit Mathradas shared thisIt’s not about another award, it’s about why amazing talent loves to work here! Come join us :)Amit Mathradas shared thisWe're excited to announce that Five9 has been recognized by Newsweek as one of America’s Greatest Workplaces in Tech 2026 and named to America’s Greatest Workplaces for Perks & Benefits 2026. These recognitions reflect Five9’s continued investment in fostering a workplace where employees are empowered to innovate, collaborate, and advance the company’s leadership in AI-powered customer experience, helping organizations embrace emerging technologies and navigate one of the most significant transformations reshaping the industry today. https://bit.ly/4vTPnkH
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Amit Mathradas reacted on thisAmit Mathradas reacted on thisAI was billed to shrink contact centers, but Meta's Muse reminds us why human expertise remains essential. At Five9, we blend intelligent automation with skilled agents so organizations can scale without sacrificing empathy, context, or outcomes. Read on:AI Was Supposed to Shrink the Contact Center. Muse Just Showed Why It Won't.AI Was Supposed to Shrink the Contact Center. Muse Just Showed Why It Won't.
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Amit Mathradas liked thisAmit Mathradas liked this🇸🇬 💰 Singapore and California-based physical AI startup TacnIQ.ai has secured $1.5 million from In Group Holdings. The investment forms part of a targeted $3 million pre-seed round that has not yet been fully completed. The company will use the capital for model development, recruitment and commercial deployment. 🤖 ✋ TacnIQ.ai develops technology that helps machines and robots interpret physical contact and movement. Sensor-based data collection nodes capture signals including force, pressure, motion and contact. AI models analyse that information so machines can understand and respond to conditions in the physical world. 🏭 🏥 The startup is targeting logistics, construction, e-commerce, hospitality, healthcare and industrial automation. Its technology is already being used by paying customers in applications including workplace safety and ergonomics. TacnIQ.ai is now moving its systems from controlled research environments into wider industrial use. 📊 🧠 TacnIQ.ai says it has collected more than 5,000 hours of tactile interaction data through experiments and commercial deployments. The company plans to use this dataset to create foundation models that can work across multiple machines, tasks and physical environments. Engineers could then adapt a broader tactile model to specific hardware instead of training a separate system for every application. 👥 🚀 Co-founder and CEO Aashish Mehta said the investment would help TacnIQ.ai recruit engineers and develop scalable industrial applications. The company is hiring across artificial intelligence, software engineering and business development. It is also creating additional sensor nodes to capture a wider range of physical signals and operating conditions. 🤝 ⚙️ TacnIQ.ai is working with human-interface technology provider Synaptics to turn tactile AI research into commercially deployable hardware. Synaptics Vice President and General Manager of Touch and Display Mahesh Srinivasan said physical AI systems must interpret complex signals reliably and in real time. Commercial deployments will give TacnIQ.ai more real-world data to improve its models while it works to complete the remaining pre-seed round. Full Details: 🔗 https://lnkd.in/dm6SB3ba #TacnIQ #PhysicalAI #TactileAI #Robotics #PreSeed #ArtificialIntelligence #IndustrialAutomation #DeepTech #SensorTechnology #SingaporeStartups #StartupFunding #HumanMachineInteraction
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Amit Mathradas reacted on thisAmit Mathradas reacted on thisOff to #five9analystsummit. Looking forward to meeting the executive leadership team, most for the first time. IRL. And to share ideas with my analyst colleagues. Yes, I have a lot of logo jackets. So far, the Nor’easter gods are being good to Logan this morning. Amit Mathradas Jay McBain Jay Lee. Laura Mackey
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Amit Mathradas liked thisAmit Mathradas liked thisEveryone is suddenly talking about the AI kill switch. And for good reason. AI agents are moving from simply answering questions to taking action inside the enterprise. They’re accessing systems, changing permissions, interacting with customers and operating without waiting for a human. So, the real question is: What happens when one of those agents does something it shouldn’t? When most people hear “kill switch,” they picture a big red button that simply turns off AI. But enterprises won’t have one AI to stop. There will be thousands of agents operating across different models, clouds, applications, devices, and workflows. Some will be processing payroll. Some will be provisioning access. Some will be responding to customers. Some will be remediating security incidents. When one of those agents goes rogue, you need to stop the right agent at the right moment, while keeping the rest of the business running. This is where I think the conversation about kill switches needs to go deeper. A kill switch only works if you have the controls around it. At its core, AI security and governance comes down to identity and access control at machine speed. You need visibility into what agents are running and what permissions they have. You need to understand what systems and data they can access and what they’re doing. And when something goes wrong, you need the ability to revoke access immediately. That’s what we’ve built into ServiceNow AI Control Tower. Our kill-switch capability is identity governance at runtime. AI Control Tower provides visibility across the agents and models running in an enterprise, including those built outside ServiceNow. When an agent violates policy or operates outside defined boundaries, ServiceNow can detect the issue and generate a signal that can be enforced through identity and access systems, revoking the agent’s permissions and preventing further access to information or resources. You can’t stop what you can’t see. And you can’t govern what you can’t control. As AI becomes more autonomous, I believe governance has to operate at the speed AI does. Enterprises need the visibility, authority, and ability to act when something goes wrong.
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Amit Mathradas reacted on thisAmit Mathradas reacted on thisBack in April, this was a whiteboard and a few sticky notes in a room in London. Building a brand-new regional flagship event from scratch in under six months felt like a long shot to many. To quote our guest keynote speaker, Nick Fry: "If you're gonna do it, just go for it. Don't mess around." So we did. This week, it was a full house at Mercedes-Benz World for our first ever Five9 CX Connect Europe. 💙 What came back was everything we'd hoped for and more: - Customers sharing real AI-driven CX outcomes - Partners bringing their expertise into every conversation - Prospects asking sharp questions about what's actually possible with AI in CX today - Analysts, sponsors and our own Five9 leadership in the room, all pulling toward the same thing: Smarter CX with every interaction We also brought together our EMEA Customer Advisory Board and Partner Advisory Board — real, honest conversations about what's working, what isn't, and where we go next — and ran certification training for customers and partners looking to get even more out of the platform. Thank you to our customers for joining my panel discussion on how AI is reshaping our operating model, alongside Norman Alegria and Jonny Roxburgh-Cowell — real practitioners, real results, not just theory. And a big thank you to our partners and sponsors, who brought as much energy and expertise into the room as anyone. It takes a special group of people to turn a sticky note into a two-day event experience at one of the most iconic venues in the UK. To the team behind it all — thank you. Jeanne Robb Anita Stein Julie LeWarne Dustin Huffman, CCXP Dalia Al Shayeb Amy Wharton Erica Matto Anna Haller Kristen Dougherty Mandy Knotts Kristina Galvis Matt McGinnis Khanh Tran Alondra Mendoza Laura Mackey and many more. Onward to CX Connect Americas in October. 🚀 #Five9 #Five9CXConnectEurope #SmarterCX #CustomerExperience Kim Hill Ty Stephens Karen Siddiqi Sarah Harrian Brian Atkinson Erwin-Paul Bouma Jay Lee Amit Mathradas Andy Dignan Rob Hornish Niranjan Vijayaragavan Tiffany Meriweather Ajay Awatramani Sarika Prasad Timothy Richter Vivek Sinha Abhijit Salvi
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Amit Mathradas reacted on thisAmit Mathradas reacted on thisJust wrapped a whirlwind trip to the UK for our first-ever Five9 CX Connect Europe, and among the movies I watched on my flight home, I finally got to watch F1. I was likely drawn to it because we'd just hosted our event at Mercedes Benz World, on the historic #Brooklands motor racing circuit in #Surrey. Or maybe it was because our guest speaker was Nick Fry (yes, THAT Nick Fry, the former CEO of the Mercedes AMG Petronas F1 team). Either way, one moment really jumped out at me. Not a spoiler, but there's a moment where the main character deliberately delays his own pit start, just to come out on warm tires. Everyone around him thinks he's lost it and is past his prime. But he's not racing the lap in front of him - he's setting up the next one. I couldn't stop connecting it to where Five9 is right now. This was also the first time our new leadership team took an event like this on the road together. New faces, new energy. And customers, partners, analysts, and sponsors in that room were all pulling toward the same thing: Smarter CX with every interaction. My team owns brand and creative for these events, from the overall narrative down to almost every visual detail. It never gets old to watch work that started as a deck slide turn into something that actually shapes the experience for the people walking through the door. I treasure every sign, floor sticker, keynote slide, and badge (and much more!) built together with an invested ELT, our Events team, our International team, our Customer and Partner teams, and the rest of Marketing. No one does an event alone, and that may be one of the things I like most. Somewhere in between the hard work, I got real time with some fun, super smart coworkers, and a chance to finally meet a former BMC colleague in person. Someone I worked closely with for three and a half years and never once met face-to-face. Finally grabbing lunch together was a real treat. That's the part of this job I love most. It's never really about the event itself. It's about the people and the community we keep building around it. Kudos to our Events team & International team for putting on and planning a wonderful experience for our customers, partners, and analysts, and onward to CX Connect Americas in October. The race isn't over yet; we're just getting warmed up. #Five9 #CXConnectEurope #SmarterCX #CustomerExperience Amit Mathradas Andy Dignan Jay Lee Niranjan Vijayaragavan Ajay Awatramani Tiffany Meriweather Rob Hornish Kim Hill Karen Siddiqi Jeanne Robb Sam Counterman Matt McGinnis Kristina Galvis Alicia Smith Alondra Mendoza Julie LeWarne Dustin Huffman Amy Wharton Erica Matto Kristen Dougherty Anna Haller Anurag Singhal Laura Mackey Anita Stein Dalia Al Shayeb Sarika Prasad Brian Atkinson Abhijit Salvi Vivek Sinha
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Amit Mathradas liked thisAmit Mathradas liked thisTalking with Julia Roberts was definitely one of the highlights of Amplify. 🎤 We went well beyond the movies and spoke about the experiences that shaped her, what matters to her now, and how she's embraced change without losing sight of who she is. Julia, thank you for being so open, engaging, and yes, really fun. And to our customers and partners, thank you for spending time with us, sharing your ideas, telling us what matters to you, and helping us shape what's next. And Team Workiva… WOW. You did it again. I know what it took to make Amplify such a special event and I'm incredibly grateful to all of you. What a week. 💚 Next stop: New York! See you at Amplify 2027! #Workiva #WorkivaAmplify
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How Your Small Company Can Deliver Big Wins This Holiday With a Big Business Strategy
SmallBizDaily
See publicationIn the ever-expanding holiday shopping season, expectations and demand of consumers have changed. Regardless of the size of your company, your customers expect that their shopping experience will be as seamless as those offered by big companies. To succeed and grow, your small company has to always look and behave like your competitors – large and small
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