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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It’s starting to enter the consciousness of business leaders that 89% of customers value the experience over the product, that means that your customer service experience can be the difference between losing and keeping a customer.
Flight Template Series: Transforming Customer Success
Improve Your Customer Service
Categories
Description
Your Customer Success team is the closest touchpoint to the end consumer. As such, they are keenly aware of customers’ frustrations and desires surrounding your product. For Rowan Trollope, these authentic and empathetic conversations present an invaluable opportunity: listening to this feedback could be the difference between retaining and losing a customer or could even help you get ahead of the competition. Use this flight to help surface unmet customer needs, opportunities for greatness, and suggestions for increasing customer success empathy and decision making.
Suggested Questions
Types of Insights
Ideas to better anticipate customer needs
Opportunities to improve customer service and bring more empathy to customer interactions
Ways to better empower customer service teams to make decisions
Identification of a quicker pathway to customer love
How to make customer service team members' work more efficient