Podcast ¦ CX Files: Pete Jones – Grypp – Why Are We Still Asking Agents to Work with Their Eyes Shut

Key Takeaways

1. Visual Customer Experience (CX) is becoming a critical tool to enhance agent-customer interactions in contact centres.

2. Visual support allows agents to see customers’ problems in real time, improving diagnostic accuracy and speeding up resolution.

3. Effective visual communication reduces lengthy verbal explanations, minimising misunderstandings.

4. Integrating visual elements in CX helps reduce fraud by enabling real-time verification of claims.

5. Companies using visual CX report higher customer satisfaction and lower call volumes related to fraudulent claims.

6. The ability to “see” customer issues fosters empathy, improving interaction quality and relationship-building.

7. Around one in five enterprises currently deploy some form of visual CX.

8. Ineffective communication in contact centres can incur significant costs, making visual improvements financially sensible.

9. Organisations should balance AI investments with proven visual interaction solutions to deliver immediate and lasting value.

10. Real-time visual engagement supports problem-solving and enriches data collection for operational improvements.

11. Visual support empowers agents, making their jobs easier and more fulfilling.

12. Future visual CX developments promise further efficiency gains, especially in retail and other customer engagement areas.

Key Statistics

• Approximately one in five enterprises deploy some aspect of visual CX.

• Contact centre conversations cost about $0.0036 per word, highlighting potential resource waste without visual tools.

• Outsourced conversations average $0.51 per minute, underscoring the financial impact of inefficient communication.

Key Discussion Points

• Visual capabilities transform customer service by allowing agents to see customer issues directly.

• Real-time visual support enhances empathy and reduces misunderstandings, improving customer-agent relationships.

• Visual technology aids fraud prevention through real-time claim verification.

• Challenges of relying solely on traditional voice communication limit agent effectiveness.

• Post-pandemic consumer behaviour shows increased preference for visual engagement with businesses.

• The gap between AI marketing hype and the immediate benefits of visual CX solutions.

• Visual CX presents opportunities to significantly cut operational costs caused by communication inefficiencies.

• Integrating human elements into automated solutions is essential for trust and rapport.

• Visual CX can greatly improve customer experience in sectors like telecommunications and retail.

• Emotional intelligence plays a critical role in customer interactions, supported by visual communication.

• Rapid innovation in visual CX technology is driving deployments across multiple industries.

• Companies should focus on extracting immediate value from existing technologies, not solely relying on AI.

Podcast Description

In this episode of The CX Files, hosts Mark Hillary and Peter Ryan welcome Pete Jones, Chief Executive and Founder of Grip, to discuss the transformative potential of visual Customer Experience (CX). They explore how visual support enhances agent-customer interactions, improves problem resolution efficiency, and helps mitigate fraud. Real-world examples highlight the importance of integrating visual capabilities in contact centres to foster empathy, reduce operational costs, and boost customer satisfaction. Pete also shares insights into emerging advancements in visual technology that promise to reshape the future of customer service.