Leapfrog competitors with "Uber-like" CX
Common Sense Virtual Roundtable:

Leapfrog Competitors
with “Uber-like” CX

February 18th, 2021, Successfully held

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Here’s what we discussed:

Disruptive digital-only competitors in banking, insurance, retail, and healthcare use slick mobile apps and useful websites to grab market share from established firms. In this virtual roundtable for 10 CX leaders, we discussed how companies are leveraging next-generation conversational AI to beat the upstarts at their own game. The session was led by experts from Pypestream who’ve helped companies transform into fully automated digital brands.

Moderated by 

Brad Schweibold
Vice President of Sales at Pypestream
Michael Nannizzi
Head of Fintech Investments/Strategic Partnerships at W. R. Berkley Corporation

Here is what we learned:

Personal assistants from Google and Amazon were initially created with a limited set of capabilities, and thousands more have been added over the years. However, when asked, panelists indicated that they only use them for a few tasks, even if they once used them to perform more tasks. While they may use them to set a timer or to listen to a playlist, they aren’t using them to make bank transfers, pay a bill, or to automate their homes.

The key point: As technology evolves, it doesn’t mean it will be adopted by the end users. That needs to be considered in the contact center as well. The shiny new object may not be the next big thing. Panelists were asked how their customers are now interacting with their brand, what channels are they now using, how have they shifted, where they are having success, and what’s changing in customer expectations with their digital interfaces.

App usage is up, as well as live chat usage. For one company, questions that were answered by clerks in their storefront before the pandemic are now being asked in digital channels. Also, more calls are coming in late at night than ever before. It’s required more customer support agent hours because of late-hour calls.

Request detailed session notes

We are careful about who we send this key document to. The session notes will be sent based on the request, provided your profile matches our qualification criteria.

About Pypestream:

Founded in 2015, Pypestream created the Customer Engagement Center (CEC), a next-gen conversational AI solution that rapidly transforms any business into a fully automated digital brand. Its core product, the Customer Engagement Center (CEC), is an all-in-one, cloud-based suite of 12 components that rapidly transform any business into a fully automated digital brand. Having developed seven ground-breaking automation patents in channel-based communications, Pypestream has quickly become the leader in the fast-growing enterprise AI space.

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