Podcast

CX Education 17: Transforming customer experience with Robert Galop from the CPaaS Acceleration Alliance

Join Robert Galop and Gwen Lafage as they chat about the transformative power of CPaaS in enhancing customer experience.

Transforming customer experience with Robert Galop from the CPaaS Acceleration Alliance
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About this episode

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!

Image for Robert Galop, Partner | CPaaS Acceleration Alliance

Guest Speaker

Robert Galop, Partner | CPaaS Acceleration Alliance

Robert is an accomplished business leader with 20+ years of experience helping early-stage B2B SaaS businesses find market success and grow from $5M+ to $100M in ARR. Former CMO and head of product for IntelePeer, he is currently a partner at CPaaS Acceleration Alliance and the co-founder of Creo Solutions.

Image for Gwen Lafage, VP Brand & Content | Sinch

Host

Gwen Lafage, VP Brand & Content | Sinch

Gwen has dedicated her career to building strong brands in London, Paris, San Francisco, and Stockholm. She is a creative, global marketing leader with twenty years of experience in the best advertising agencies working on the world’s leading B2C brands before focusing on B2B marketing for tech companies in Silicon Valley and Stockholm.

Gwen is now VP of Brand and Content at one of the fastest-growing tech companies in the world, the Customer Communications Cloud, Sinch.

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Key insights

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.

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.

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

Understanding the business value of CPaaS

Robert and Gwen discuss the role of CPaaS in businesses. They highlight that businesses don’t wake up one day and decide they need a CPaaS provider. Instead, they look for solutions to their problems, and CPaaS can often provide those solutions.

​Addressing business pain points with CPaaS

CPaaS platforms are changing the way businesses interact with their customers.

“What your enterprise is gonna care about here is what are the cool things that we can do with how I can transform my customer experience?”

Exploring growth opportunities in the CPaaS market

“We see three really big opportunities right now. One, we’ve talked a lot about the SME piece. But there’s also Gartner. I don’t remember the specific number. It’s somewhere north of 90% of enterprises over the next several years will have CPaaS as a core competency in their IT team.”
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