“Organizations are spending $275B a year as an industry to deliver an experience that a lot of times, most people don’t like. That feels like an opportunity to me.” These are words that you want to hear from your CEO. Rowan Trollope, CEO of Five9, and was our special guest in our most recent episode of the That’s Genius! podcast. When he first came into the role, he shared a quote: “I believe that the contact center is going to change more in the next 5 years than it has in the past 25.” How has it changed in the past 25 years? Other than some tech, it really hasn’t. At least not according to Rowan. We’re still solving the same problems. Customers have the same questions. The turnover rate is still roughly the same (12 months on average, 18 months if you’re lucky) so the customers always seem to be dealing with someone new. What’s changing moving forward? Two big things, among others, both in the field of AI: 1. Automatic speech recognition. Computers are becoming able to understand human speech at the level that humans can understand it. 2. Deep learning with natural language processing. Not just recognizing speech, but analyzing it. Making sense of a conversation. What else lies in store?Listen to the entire episode to hear more from Rowan, 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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