Out Loud: UC Awards 2018 – The Customer is the Key with Five9
Rowan Trollope, CEO of Five9, joins Patrick in this episode of Out Loud to discuss their year so far and their plans for the future
Patrick was joined by special guest Rowan Trollope who is the CEO of Five9.
Rowan only joined Five9 as CEO five months ago but he begins by explaining some of the incredible growth that Five9 have been experiencing over the last year.
Patrick then asks Rowan about the main industry and technology trends that are impacting Five9. Rowan explains that although technology is obviously important, the customer is the key to Five9’s success.
“I think it is always important that you go back to the customer. If you start with the customer, and in my view the customer of my customer is the most important trend to look at.”
Rowan then explains how changing consumer trends are affecting expectations within the contact centre industry. Consumer empowerment is radically changing the dynamic of consumer to business interactions. This is now one of the main focuses for executives within all organisations.
“I expect businesses to give me great service and that is how I choose who I am going to use and who I’m going to lose. I am going to choose those businesses that deliver to me an incredible customer experience. (CX)”
The explosion in the amount of data being made available by the true cloud contact centre also has the possibility to enable businesses to massively enhance their proposition by leveraging technologies like artificial intelligence (AI).
Finally Rowan looks ahead to the next 12 months and 2019. Their main focus is to continue to provide the best possible customer experience and technology platforms to enable great customer service.
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Presenter and Tech Journalist Patrick Watson and special guest Rowan Trollope, CEO of Five9.