What has been your business/work highlight of 2024 so far?

Who is your business hero and why?

Narrowing it down to just one is tough, but if I had to choose, Elon Musk and Sir Richard Branson stand out. Both have incredibly inspiring stories, but let’s dive into Musk for a moment—I could talk for hours about both!

Visionary Leader: Think outer space big! Elon Musk is known for his incredible ability to envision the future and relentlessly work towards it. Whether it’s colonizing Mars, revolutionizing transportation with electric vehicles, or making sustainable energy more accessible, his ambitions are nothing short of astronomical.

Innovation and Impact: Musk has founded and led several groundbreaking companies like SpaceX, Tesla, Neuralink, and The Boring Company. Each of these ventures pushes technological boundaries and significantly impacts their industries.

Resilience and Perseverance: His journey is a testament to overcoming challenges. Despite financial struggles and technical failures, Musk has shown extraordinary resilience, particularly with SpaceX and Tesla, demonstrating his unwavering commitment to his goals.

Disruptive Thinking: Musk’s problem-solving approach is both unconventional and disruptive. He’s known for questioning the status quo and finding innovative solutions to complex problems, inspiring others to think outside the box.

I could go on forever, but one last point—he’s a true humanitarian with authenticity and remarkable engagement on the global stage. He fights for what he believes in, with a notable example being his acquisition of X (formerly Twitter), aiming to make a universal impact.

What’s the biggest business mistake you’ve made and what did you learn from it?

“Teamwork makes the dream work” is my team’s motto today. We win as a team, we lose as a team, but we are always a team and everyone we work with around the organization knows it!

This wasn’t always my philosophy. It took years to understand that a successful team thrives on collaboration, clear communication, trust (highly recommend the book “Speed of Trust”!), embracing constructive conflict, and having meetings that are both fun and effective to ensure people actually want to attend.

Nowadays, I strive to foster a strategy that empowers my leaders and their teams to tackle problems together, collaborate on solutions, and share the results. This approach not only encourages great mentorship but also leads to low turnover because people love where they work and are committed to going above and beyond for success.

What’s the most inspirational book you’ve ever read and why?

As a young programmer, starting with the Commodore Vic 20, I was always fascinated by the evolution of computing and technology. Though I spent most of my life as a PC enthusiast, I couldn’t help but be intrigued by Apple’s success and, more specifically, by Steve Jobs, its co-founder. Jobs’ journey from a self-made entrepreneur to a tech icon was compelling. His biography by Walter Isaacson is my favorite book because it provides an intimate look at the man behind the innovation.

Steve Jobs was quirky, determined, and often described as a total control freak, yet he demanded excellence in everything he did. His leadership style, though unconventional, was incredibly effective. The biography illuminated many aspects of his life and work that are highly relevant to me as an aspiring entrepreneur and leader. It taught me how to command respect and, importantly, how to earn it.

One of the most inspiring lessons from the book is Jobs’ unwavering commitment to his vision and his ability to push boundaries. His passion for blending technology with design to create products that are both functional and beautiful is a principle that I strive to incorporate into my work. Jobs’ story is a powerful reminder that true innovation comes from thinking differently and having the courage to follow one’s unique path.

While I have adopted many of Jobs’ philosophies, there’s one area where I diverge – my wardrobe. Unlike Jobs’ iconic black turtleneck and jeans, I prefer a bit more variety in my attire. However, the essence of his approach – simplicity, focus, and clarity – is something I aim to bring into my professional life every day. I also have a way better sense of humor!

What’s the biggest challenge you face in your role in 2024?

Latin America represents a substantial portion of our growth potential, especially within the Business Process Outsourcing (BPO) sector. This region is undergoing a fundamental transformation, driven by our expansion efforts. To navigate these changes effectively, we are focusing on identifying and investing in the right markets.

Our expansion strategy is both our biggest challenge and our greatest opportunity. It involves meticulously selecting target markets and ensuring we allocate resources wisely to support growth. This means understanding local dynamics, building strong partnerships, and continuously innovating to meet the evolving needs of our international customers.

In summary, while the rise of AI poses challenges, it also presents a unique opportunity for Five9 to lead the way in integrating advanced technologies with human expertise, particularly in promising regions like Latin America, Europe, Canada. This balanced approach not only positions us for success but also reinforces our commitment to delivering exceptional customer experiences across the globe.

What technology will have the greatest impact on your business this year and why?

Artificial Intelligence (AI) has revolutionized the contact center space, transforming how we interact with customers and manage operations. With AI, customers enjoy enhanced self-service options, enabling them to resolve issues quickly and efficiently without needing to speak with an agent. For agents, AI provides real-time data, improving the quality of interactions and helping them make informed decisions through better next-best-action recommendations.

The business benefits are substantial. AI delivers predictive visibility, allowing us to anticipate customer needs and trends. This insight is invaluable for strategic planning and resource allocation. Additionally, AI has been instrumental in accelerating our product development cycle. We can bring new products to market faster, leveraging cutting-edge technology that delivers immediate, impactful results.

AI’s ability to integrate seamlessly into our operations means we can maintain a competitive edge, using best-in-class technology to enhance both customer satisfaction and business efficiency. It’s not just about automation; it’s about smarter, more strategic operations that drive growth and innovation.