CX Files26 Jun 2025

Pete Jones - Grypp - Why Are We Still Asking Agents to Work with Their Eyes Shut?

Pete Jones is the founder and CEO of Grypp. He is based in the UK between London and Birmingham.

Grypp is a visual platform that aims to help contact centers and the agents working within them see what their customers can see.

This can be a transformative technology for many support environments and it is low cost and proven - in contrast to many of the AI projects we have covered recently on the podcast.

Mark Hillary called Pete to get an ouline of the various ways in which a visual approach to CX can transform how the support process works and how this also creates opportunities for managing fraud and identity.

As the conversation suggests: we need humans In CX so why are we restraining them by not allowing them to see what the customer can see?

https://www.linkedin.com/in/pete-jones-gryppcorp/

https://grypp.io/about-us/

Summary:

Mark Hillary and Peter Ryan discuss the evolution of visual customer experience (CX) with Pete Jones, CEO of Grypp. They highlight how visual CX, which allows agents to see customer issues in real-time, can reduce communication inefficiencies and enhance customer service. Jones shares that one in five enterprises now use visual CX, and Grypp has released 20 new innovations in the past two years. They also explore the potential of visual CX in fraud prevention and its integration with AI to improve customer interactions and operational efficiency. Jones emphasizes the importance of immediate value and the potential for significant cost savings and improved customer satisfaction.

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