56 episodes

That’s Genius! is a podcast series dedicated to transforming the way contact centers do business. With the contact center poised to change more in the next 5 years than it has in the last 25, we keep you one step ahead as we chat to industry leaders about the latest cloud-based advances and customer experience solutions.

If your goal is to provide extraordinary experiences for your contact center customers, this is the podcast for you.

Episodes feature topics like: the power of cloud, contact center, call center, AI, CX, customer experience, agent empowerment, omnichannel, and more.

That's Genius! Five9

    • Business
    • 4.9, 11 Ratings

That’s Genius! is a podcast series dedicated to transforming the way contact centers do business. With the contact center poised to change more in the next 5 years than it has in the last 25, we keep you one step ahead as we chat to industry leaders about the latest cloud-based advances and customer experience solutions.

If your goal is to provide extraordinary experiences for your contact center customers, this is the podcast for you.

Episodes feature topics like: the power of cloud, contact center, call center, AI, CX, customer experience, agent empowerment, omnichannel, and more.

    55. The Road to CX Summit w/ Ryan Kam

    55. The Road to CX Summit w/ Ryan Kam

    If you were scheduled to go to a conference in 2020, odds are you’re out of luck. Everybody in the business world is canceling conferences and pivoting to virtual events. And Five9 is no different. 
    This year’s CX summit is on track to draw over 3,000 attendees, over a 300% increase of last year’s summit in Las Vegas. 
    On this episode of That’s Genius!, we talk to Ryan Kam, the CMO here at Five9, about  this year’s CX summit, and the four virtual tracks that await attendees: 
    “Is my customer experience a more human experience?”  “What’s possible in the cloud with Five9?”  “Super powering your agents”  “Under the hood: Five9 technology and innovations.”  Listen to this and all our other That’s Genius! episodes with Apple Podcasts, Spotify, or our website.

    • 21 min
    54. The Best Mindset for CXOs in the Pandemic w/ Zeus Kerravala

    54. The Best Mindset for CXOs in the Pandemic w/ Zeus Kerravala

    The pandemic has proven that CXOs and companies with agile mindsets will likely succeed, while those set in their ways get left behind.
    It’s the nature of the beast. And the pandemic has been an ultra-beast.
    In this episode of That’s Genius, Michael sits down with Founder & Principal Analyst of ZK Research, Zeus Kerravala. Zeus gives us the lowdown on how the pandemic has impacted the role of the CXO.
    Plus, Zeus and Michael discuss:
    How to maintain the highest level of customer service with a remote workforce Why CXOs need to continue modernizing the customer experience even post-pandemic How consistency in employee experience cultivates a better customer experience Hear ep. 29 w/ Zeus Kerravala here.
    To hear this episode and more like it, subscribe to That’s Genius! on Apple Podcasts, Stitcher, or tune in on our website.

    • 25 min
    53. How Strategic Partnerships Make for Better CX w/ Walt Rossi

    53. How Strategic Partnerships Make for Better CX w/ Walt Rossi

    If you want to go faster, go alone. If you want to go farther, go together.
    That’s the mindset of Five9’s VP of Business Development, Walt Rossi. Strategic partnerships with other tech companies have made it possible to bring holistic solutions to Five9 customers.
    In this episode of That’s Genius, Walt and Michael discuss:
    How partnering with CRM companies has given Five9 agents a more holistic view of their customers Why Five9 built a marketplace even some of their competitors can sell on How partnering w/ Google has impacted Five9’s approach to AI Explore Five9’s app marketplace here.
    To hear this episode and more like it, subscribe to That’s Genius! on Apple Podcasts, Stitcher, or tune in on our website.

    • 21 min
    52. The Canadian Market w/ Chris Silver

    52. The Canadian Market w/ Chris Silver

    Canadians are camping on the couch like everyone else during the pandemic.
    Working from home is the new reality, like it is around the world. That's one reason we're seeing a dramatic acceleration in Canadian enterprises turning to the cloud.
    This acceleration comes on top of 30% year-over-year growth that we've been witnessing for the past five years. Canadians have seen the difference that the cloud contact center solutions can deliver to their businesses. And they realize that if you can't communicate with customers the way that they prefer to be communicated with, you're really going to struggle in the market.
    On a recent episode of That’s Genius!, I sat down with Chris Silver, Five 9's vice president for Canada, who shared his thoughts about: 
    What's driving Canadian enterprises to adopt cloud technology How the COVID-19 pandemic is impacting Canadians' transition to the cloud What the post-pandemic trends will look like in the Canadian marketplace Listen to this and all our other That’s Genius! episodes with Apple Podcasts, Spotify, or our website.

    • 22 min
    51: The Work From Home Boom

    51: The Work From Home Boom

    Are you still working from home? 
    Before COVID-19 swept across the United States, less than 20% of contact center agents were being supported by a cloud-based solution. 
    Those 20% had an easy time making the switch to a WFH model. The other 80%? 
    They had a bit rougher of a go. 
    It’s hard to equip agents with physical phones, physical servers, firewalls, and VDI instances, rather than just issuing laptops. 
    Which begs the question: What will this WFH scenario look like a year from now? 
    Sheila McGee-Smith thinks that for the most part, it’s here to stay. She was a guest on the podcast recently and talked all about: 
    Why a cloud-based solution was so important in moving to a WFH model Why she thinks that more and more companies are going to keep people home How hiring practices are going to change as a result of this pandemic Listen to this and all our other That’s Genius! episodes with Apple Podcasts, Spotify, or our website.

    • 29 min
    50. Fixing Customer Service w/ Rowan Trollope

    50. Fixing Customer Service w/ Rowan Trollope

    “Organizations are spending $275B a year to deliver an experience that a lot of times, most people don’t like. That feels like an opportunity to me.” 
    These are words that you want to hear from your CEO. 
    Rowan Trollope is the CEO of Five9, and was the guest on our most recent episode of the podcast. It’s our 50th episode and also happens to be the 2 year anniversary of Rowan as the CEO at Five9.

    Join us as he talks all about: 
    Why the contact center is going to change more in the next 5 years than it has in the past 25.  Key takeaways from his first 2 years at Five9 What makes the culture at Five9 so unique and special So much more Listen to this and all our other That’s Genius! episodes with Apple Podcasts, Spotify, or our website.

    • 30 min

Customer Reviews

4.9 out of 5
11 Ratings

11 Ratings

MWRoseGlobal ,

That's Genius

I am really excited to be hosting these podcasts - cloud contact centers are poised to change dramatically the customer experience, and decision makers will hopefully get tips and useful information to help them navigate the world or cloud, AI and all things contact center. Hit me up on twitter @MWRoseGlobal - always looking for suggested topics or even questions. Happy listening. Michael

James Carbary ,

Excited

Being on the production team of this show, I am incredibly excited to see this podcast come to life! This show is going to add incredible value for listeners.

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