Reinventing Customer Connections - Pete Jones - Shift & Thrive - Episode # 056

In this episode of Shift & Thrive, Natalie Nathanson interviews Pete Jones, founder and CEO of Grypp, about the unexpected moment that led to a complete business pivot, from in-person sales tech to a visual-first platform transforming the contact center industry. Pete shares the story behind Grypp’s evolution, including how a single conversation exposed the inefficiencies in traditional call centers and inspired a new way to approach customer experience. He unpacks the challenges of building a highly configurable, no-code platform, and highlights how Grypp enables partners to drive measurable ROI in their own markets.

Key Takeaways for Leaders:

• Be open to unexpected insights. A casual conversation can unlock a major business shift if you're paying attention.
• Visual communication drives clarity. Empowering agents and customers to “see” the issue reduces confusion and improves resolution times.
• Focus on ROI and partnerships. Grypp enables partners to succeed in their own markets by prioritizing measurable impact and operational ease.
• Hire for cultural alignment. Be transparent about your expectations and act quickly when the fit isn’t right.
• Blend AI with human expertise. Use AI to handle routine tasks, but rely on human skills and visual tools for complex interactions.
• Lead with high expectations and empathy. Create a team culture built on accountability, care, and mutual respect.
• Enjoy the process, not just the results. Celebrate the journey of building, learning, and growing with a great team.

Quote of the Show:

• “As leaders, we have to be looking for that next wave of opportunity and getting as informed as we can be. Each of us needs to raise the bar in terms of our levels of understanding and adoption of AI and enhancement capabilities relevant to our field.”

Links:

• LinkedIn: https://www.linkedin.com/in/pete-jones-gryppcorp/  
• Website: https://grypp.io/ 
• Email: [e-mail] 

Ways to Tune In:

• Spotify: https://open.spotify.com/show/2D1YbT2QhKxIwbREpU7EMb 
• Apple Podcasts: https://podcasts.apple.com/us/podcast/shift-thrive-ceo-insights-on-driving-change/id1740828813 
• Amazon Music: https://music.amazon.com/podcasts/fa60b654-1955-4055-93df-fdd40c2a5c8f/shift-thrive-ceo-insights-on-driving-change 
• iHeart Radio: https://www.iheart.com/podcast/269-shift-thrive-ceo-insights-166792501 
• Pandora: https://www.pandora.com/podcast/shift-and-thrive-ceo-insights-on-driving-change/PC:1001086797  

This show is sponsored by Magnetude Consulting, bringing you the thinking-Power of a Growth Consultancy and the Getting-It-Done Power of a full-service B2B Marketing Agency. 

Learn more at: https://www.magnetudeconsulting.com