CX Education 17: Transforming customer experience with Robert Galop from the CPaaS Acceleration Alliance
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In this episode of CX Education, Gwen Lafage hosts Robert Galop, Partner at CPaaS Acceleration Alliance and they dive into the transformative power of CPaaS in enhancing customer experience. Robert highlights advancements in AI, particularly in real-time translation and language processing, and how these technologies are revolutionizing communication.
Robert and Gwen also explore the evolution of CPaaS, with Robert outlining the three major growth opportunities: SMEs, enterprises, and global telcos. He emphasizes the potential of CPaaS to deploy bespoke experiences, automate processes, and integrate systems, making businesses stand out.
The episode concludes with a discussion on the challenges of marketing in the CPaaS space. Robert underscores the need for marketers to connect with business owners and decision-makers, focusing on use cases and needs rather than the technology itself.
This episode is a must-listen for anyone interested in the future of cloud communications and customer experience!
Guest speaker
Robert Galop
Host
Gwen is now VP of Brand and Content at one of the fastest-growing tech companies in the world, the Customer Communications Cloud, Sinch.
Gwen Lafage
Key insights
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The role of CPaaS in transforming CX
Robert stresses the transformative power of CPaaS in enhancing customer experience. He highlights how CPaaS impacts various touchpoints in a customer's journey, using the example of a doctor's office. From facilitating remote visits and transcribing appointments to setting appointments and sending automated notifications, CPaaS platforms are revolutionizing how businesses interact with their customers.
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Growth opportunities in the CPaaS market
Robert identifies three major growth opportunities in the CPaaS market: SMEs, enterprises, and global telcos and discusses how enterprises can leverage CPaaS to deploy bespoke experiences, automate processes, and integrate systems to make their business stand out. He also comments on the significant potential of AI and automation in mobile-first countries to provide a comprehensive view of the potential of CPaaS.
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The importance of investing in CPaaS
Robert highlights the importance of businesses investing in CPaaS. He notes that companies that have made this investment are more agile and better prepared to react to changes in customer and business needs. He also highlights that implementing CPaaS is not a "rip and replace" process but rather a layering of services on top of existing systems.
Episode highlights
CX Education
