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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In ten years if we do our jobs right, people entering the workforce and dealing with customer service for the first time won't have any connection to this common, shared negative customer service experience where you’re waiting on hold forever, getting hung up on, etc. It'll be totally foreign to them.
Flight Template Series: Transforming Customer Success
Design Thinking to Improve Customer Experiences
Categories
Description
Design Thinking is a human-centered, iterative process that great innovators use to tackle problems. Rowan Trollope uses design thinking to build amazing customer success experiences as CEO of Five9: the leading cloud contact center platform for the digital enterprise age. This template will guide you through questions to better understand your user, challenge assumptions, and redefine problems to identify alternative strategies and solutions to your customer success challenges through design-thinking principles. Use this flight to extract and apply these human-centered techniques to solve your customer success problems in a creative and innovative way.
Suggested Questions
Types of Insights
Opportunities to build a more customer-centric product and customer experience
Identification of customer pain points and corresponding customer-success solutions
Improvements to customer journey