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Rowan Trollope (CEO of Five9) joined Scott Britton and Andrei Newman on the Built by Humans podcast. Here are some key takeaways from the conversation:

  • Thanks to technology, businesses no longer have to trade good customer service for a healthy margin.
  • Leaders have to create an environment where people feel that level of psychological safety to be themselves. 
  • Emulating others makes you a bad copy of someone else (humans have a really unique ability to pick up inauthenticity).
  • It is the most unusual part of humans that draws us in (authenticity attracts).
  • If a CEO wants to understand their business, go watch what your customer support reps are doing.
  • If you can automate 90% of support tickets that are tedious and repetitive, the support job becomes quite intellectually stimulating.
Andrei Newman

Written by Andrei Newman

Andrei Newman leads Product Marketing at Troops.