@five9 CCW booth tour with Chief Customer Officer Andy Dignan

absolutely so I've got a couple weeks since we were in Port Jeff I know we were in Porto a couple weeks ago and you were running running I was running running running I feel like we got to make up a reason to get back to Porto we will we will we'll get back there yes

yeah no I I'm closer to 50 than I am 40 now just had my birthday a couple weeks ago um happy belated thank you and uh two daughters uh 14 and 12 my lovely wife and I said you know what I'm not on a path to uh health and I said that was really the trigger for me and so coming out of the pandemic a lot of good a lot of good food um was had and yeah it's time to time to get back into it and so I started about uh back in February and yeah feel feeling good feeling great and more energy to deal with all of our customers exactly like it's so important important that you know so I lost over 100 pounds I'm not sure if you know that or not

fabulous thank you you know I try to do what I can for the people you know um it's almost like a rebirth when you lose that kind of weight um also I think it's also a self-care thing that happens where you are a better version of you yeah so you can really now then serve others at a higher level

yeah I did so keto and intermittent fasting and exercising that was pretty and I'm a pretty intense person so I'm either 110 or zero so when I when I'm zero I just you know eat a lot of food and put it on and then when they go all in so I went all in the key now is the maintenance that's always the hardest part

it's lifestyle you know like I think you always have to be obsessed you're like I'm obsessive I'm an obsessive person in career personal life and everything um and so it's like like you said when you start to do something it's like okay I'm gonna commit to this I'm gonna do it I'm gonna get it done whether that's career personal life Faith whatever yeah um but when it comes to balance and maintenancing you you have to understand that you know we say this all the time Rome wasn't built in a day so you have all these you have life that's happening and so there's Seasons that's happening and so I just try to balance yes it's good and like being in Vegas you know it's hard to be perfect in Vegas there's so much good food here but you don't have to be perfect you have to be consistent yeah

yeah so look at the end of the day I mean like actually we've both been in the space for 23 years you just mentioned previously I started out pretty much day one as an implementer of contact centers other than a slight littlejohnton the.com era at a company that went out of business like within three months I said what am I going to do now my part or my roommate and I was in my wedding worked at a Cisco partner um and uh said hey there Cisco acquired this company geotel um Celsius it's where call manager came from say hey why don't you go into reefer job got the job and literally within weeks I was getting trained on contact center and I'm going watching in real time how calls get routed and I'm like where this is very very interesting to me yeah and then so started down that path and actually the thing that I fell in love with the most I think I told the story in Porto was my first implementation of a contact center I would sit down and it was I never I didn't work in a contact center so just sitting on the floor sitting with agents I thought I was called into a contact center I'm like wow I get to impact these agents and what they do it just kind of something triggered right in my mind and uh and the number one thing for me was sitting down and I would actually listen to the contact center agent's calls and I would watch that how many clicks it took on the keyboard or the mouse and I would just do a little tick like you know use one two three four with the check marks yeah and I would go okay this one took 21 clicks how can I get that down to like 10. and so that the the thing that was the process Improvement yeah it's just it's just again and that it just and you could get that immediate feedback the agents were like you can make my life easier yeah and then and then I saw a happier agents and I mentioned this on stage yesterday hyper agents is uh happier customers right like happy wife happy life right yeah kind of thing same thing and so that's where I just fell in love and from there I just never left the contact center space and I think there's something very special about the contact center space that is a vendor right as a software provider you have the End customer that you deal with our end customer but you're impacting their end customer that's the real thing you're trying to do right which is I think is a really unique space so I just love the space

yeah I mean so we call it at Five9 we call it our day one to forever right um and then the subscription software space we have to earn this business every day so it's not you know I mean every company has a customer success or an implementation methodology and you have your different phases right design Discovery and we have all those pretty slides that talk about that right but one of the things we really believe in is that the people that are going to be working with this customer forever we engage them from the beginning right so we have our implementation team our Professional Services organization but then we have our technical account managers our support teams you know what we call hypercare we engage those resources very early in the process because there's a lot of things that you learn about the customer and their customers yes early on that it's just you can't make up that ground you can't go back in time so I think that's one of our really our secret sauces that we we engage those resources early obviously they sort of you know kind of fade away and then come back towards the end but really building that kind of camaraderie with the customer from day one is really again our key

oh that's good what's funny I don't know if you have the same problem when people ask me what I do or like ask even my kids and my wife like they can't explain what we do it's very interesting to me but I always make the connection I what I do is I tell use cases right and of hey have you ever called into you know customer X right that's going to the Five9 platform right so um but but anyway back to back to the original question is you know something about my job I mean at the end of the day the thing that I wish people asked about is how do I measure success and you know there's there's a lot of ways to measure there's KPIs like NPS scores which we have Market leading NPS scores we talk about it a lot you know there's customer efforts score there's there's CSAT um but the thing that is my KPI is yesterday I met with a brand new customer they just so they got here they just went live like a week ago um and I was like oh this is great so you know my team that that led the implementation I said well hey what what's like well first off how did it go right um and they said yeah I just went flawlessly and I said was it a technology and they said no it was the people and I was like oh I just love to hear it I wanted to record that um and so what they said is I said well hey the other question I like to ask is why did you pick Five9 and they said well look we looked at all your competitors and the Technologies you know look our competitors at plus or minus 10 20 right from a technology perspective and they said it was during the sales process meeting with the people the sales teams the services teams that they're going to work with they said they could just tell they loved working at the company they loved being they loved their team and it just kind of shone through right so it's again you can't put that in a stat but I do believe that's one of the things and I get to lead those teams that do that every day I just I love it