Steve Blood

VP Market Intelligence & Evangelism Five9

Steve Blood is VP of Market Intelligence & Evangelism at Five9, bringing 35 years of experience in customer experience (CX), including 23 years as a Gartner analyst and advisor working closely with global customer service and CX leaders.

He focuses on identifying emerging CX trends, analyzing customer behavior, and assessing the competitive landscape in a rapidly evolving market. His work helps organizations navigate the intersection of technology, operations, and customer expectations.

A long-standing voice in the CX industry, Steve is passionate about how technology, especially AI and cloud platforms are reshaping customer engagement. He regularly shares insights on where the market is heading and the role innovative providers like Five9 play in driving that transformation.

Summit Day One - Tuesday, 6th October 2026 [CET]

12:35 Presentation: Scaling AI in CX: Earning Trust, Driving Better Outcomes

As organisations move from AI pilots to scaled deployment, success depends on trust - not just technology. This session explores how to embed trust across customers, agents, and the business through transparency, governance, and human-AI collaboration. Learn a practical framework to operationalise AI responsibly, improve customer outcomes, and build lasting brand affinity while preparing for the next wave of AI-driven engagements.

Learning Objectives

Define and measure trust as a core KPI for AI in CX
Apply a framework for responsible, scalable AI deployment
Enable effective human-AI collaboration across teams

Key Takeaways

Identify trust metrics to track AI performance across stakeholders
Implement governance and collaboration models to scale AI effectively
Improve CX outcomes through trusted, AI-powered interactions

Check out the incredible speaker line-up to see who will be joining Steve.

Download The Latest Agenda

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