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.
