52: Five9 CEO Rowan Trollope- don’t be a bad copy of someone else

Rowan Trollope (CEO of Five9) joined Scott Britton and Andrei Newman on the Built By Humans podcast. Here are some key takeaways from the conversation: Thanks to technology, businesses no longer have to trade good customer service for a healthy margin. Leaders have to create an environment where people feel that level of psychological safety to be themselves.  Emulating others makes you a bad copy of someone else (humans have a really unique ability to pick up inauthenticity). It is the most unusual part of humans that draws us in (authenticity attracts). If a CEO wants to understand their business, go watch what your customer support reps are doing. If you can automate 90% of support tickets that are tedious and repetitive, the support job becomes quite intellectually stimulating.