Join us for a candid fireside chat as John Kariotis from Five9 sits down with Millie McIntyre, Senior Director of Buyer Services/Consumer Support at IAA (Insurance Auto Auctions), to explore how one of the world’s leading global marketplaces transformed its customer and employee experience with the power of AI.

In this 30-minute session, Five9 and Millie will discuss IAA’s journey from legacy systems and high attrition to a modern, AI-powered contact center. You'll hear how they:

• Reduced agent attrition by 52% by improving the agent experience
• Increased chat and text adoption by 300%
• Balanced automation with human connection to create faster, more personalized CX
• Expect practical insights, honest lessons learned, and a human-first perspective on making AI work, for both customers and the teams who serve them.

Behind every exceptional customer experience is a culture rooted in empathy, trust, and purpose. In this inspiring breakfast session, hear from three powerhouse women leaders who are redefining what it means to lead in customer-facing organizations.

From the global wellbeing lead at McCormick & Co., to the call center executive transforming teams at IAA - these leaders are proving that when you invest in people, performance follows. Discover how they’re embedding wellbeing, recognition, and leadership development into the fabric of their operations to build resilient, high-performing teams.

Expect real stories, actionable insights, and people-first strategies to elevate your leadership journey and drive meaningful impact across your organization.