Rowan Trollope
CEO, Redis, Inc.
Rowan Trollope is the CEO of Redis, an open source, in-memory data structure store used as a database, cache, message broker, and streaming engine. Before Redis, Roward was CEO of Five9, a contact center platform that has led the customer service software industry into the future, built in the cloud, and delivering innovations on a continuous basis to customers worldwide. Before joining Five9, Trollope led an illustrious career at Cisco, where he served as Senior Vice President and the General Manager of its Internet of Things (IoT) and Collaboration Technology division. At both Redis, Five9, and Cisco, Trollope has led his teams toward cutting-edge advancements at the intersection of customer experience, artificial intelligence, automation, and IoT technology.
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I often think about ‘how do I want to be treated as an end user, as a customer, and what kind of an experience do I want to have?’ And there’s always a consistent theme: ‘Hey, I want to talk to a company like I'm a human being and not like a number in their database.’
Flight Template Series: Transforming Customer Success
Customer Service Audit
Categories
Description
Rowan Trollope believes being number one is the outcome of differentiating yourself through excellent customer service. To accomplish this, your customer success experience must be set up with a guiding philosophy and supporting infrastructure that meets each customer exactly where they are, in the moments they need you most. Use this flight to evaluate your existing customer service strategy and execution, and determine what changes are needed to improve the customer experience.
Suggested Questions
Types of Insights
Audit of customer service experience, from infrastructure to philosophy to personalization, and suggested improvements for these areas
Identification of customer touchpoints and ways to create a better experience
What to invest in moving forward that will improve your customer service experience