“Why don’t you want to talk to me?!”It’s a common frustration for any customer who just can’t seem to make their way through an outdated maze of AI to reach a real human for help.Contact centers began rolling out automation as a means to make customer service easier and more efficient for everyone, but instead have left customers feeling more like a number than a human.Rowan Trollope, CEO of Five9, believes companies need to seek a more human customer experience. And technology is the way to achieve it.At Five9’s recent CX Summit event, Rowan shared how 2019 was the year the cloud went mainstream, thanks largely in part to major developments in internet speed and accessibility.However, many large enterprise customers are clinging to their on-prem systems out of fear or insecurity.The reality is they are losing customers due to poor service experiences from tech that can’t keep up the same way cloud-based systems can.At some point, these conservative buyers will need to prioritize their customers’ experience over their own comfort and move to cloud.And it’s just a matter of time before every contact center picks their #MovingDay to the cloud.For more of this interview with Rowan, listen here.
Michael joined Five9 in August, 2017 overseeing corporate and brand communications. During his time with Five9, he has spearheaded a brand messaging refresh that centered on digital transformation, and strategically developed strong media and social media programs to elevate brand awareness for Five9.
He is an experienced strategic marketing communications professional with a thirty year proven track record. This has enabled Michael to develop creative and effective global marketing and corporate communications campaigns that have included thought leadership, social media influencer campaigns and reputation management initiatives.
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