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Superapp 2.0

Superapp 2.0

ContextSuperapps are multipurpose apps, the more multipurpose, the more super. They are overwhelmingly popular in many countries because they relieve consumers from the hassle of installing and managing random apps. Now, they’re about to undergo a generational...

Behind the Pype – Gary MacDougall

Behind the Pype – Gary MacDougall

Pypestream's CTO talks about software architecture and the future of self-service automation.Gary MacDougall and his team are behind the self-service automation platform used by leading brands in a wide variety of industries around the world. Here he talks about the...

Behind the Pype – Elana Feldman

Behind the Pype – Elana Feldman

Pypestream's VP, CX & Success talks about how customers succeed with self-service automation.Elana Feldman uses her deep experience in self-service automation to help Pypestream customers succeed in their own self-service automation initiatives. Here she talks...

Behind the Pype – Amelie Wisniak

Behind the Pype – Amelie Wisniak

Pypestream's SVP, Product Management talks about her radical focus on UX in self-service automation. Amelie Wisniak brings a radical focus on user-experience to her role as leader of Pypestream's product management team. This UX focus is immediately evident when...

Behind the Pype – Nick Hockler

Behind the Pype – Nick Hockler

Pypestream's SVP of Customer talks about Pypestream’s approach to implementing self-service automation. Nick Hockler has been involved in more self-service automation implementations than he can count. He's seen it all, first at IBM and now leading the Customer...

The Evolution of Digital Assistants

The Evolution of Digital Assistants

Let’s start with the end in mind. Better yet, let’s start with the end in the mind’s eye: the evolution of Digital Assistants pictured as a basic 2-axis chart. It's pretty straightforward.  The X-axis measures a Digital Assistant’s intelligence.  The Y-axis measures...

Meet Your Customer Where She Lives: Messenger

Meet Your Customer Where She Lives: Messenger

Want to succeed in 2022? Meet your customer where she lives. After all, today's consumer reasonably expects all her brands to be fully present on her phone. This includes handling her customer care issues on her phone. And not just on her phone, but in the channels...

5 Ways Covid Changed Customer Care & What To Do About It

5 Ways Covid Changed Customer Care & What To Do About It

The Covid-19 pandemic has dramatically altered nearly every facet of our daily lives. Not surprisingly, the impact on customer care operations has been especially burdensome. My latest white paper, 5 Ways Covid Changed Customer Care & What To Do About It, hones in...

Digital Recruiting Machine

Digital Recruiting Machine

Recruiting is the #1 problem in the entire economy today. Trucking companies are struggling to recruit drivers, restaurants to recruit servers, hospitals to recruit nurses, and so on throughout every industry. For that matter, contact centers are struggling to recruit...

The Customer Care Crisis

The Customer Care Crisis

EDITOR'S NOTE: This is an excerpt from the Humane Customer Care white paper.Customer Care is in a state of crisis: often bad for customers and worse for care agents. Indeed, the 2020s have been the worst of times and, well, the worst of times. “Hold times are longer...

Customer Care Supply & Demand: Unbalanced

Customer Care Supply & Demand: Unbalanced

EDITOR'S NOTE: This is the second excerpt from the Humane Customer Care white paper.In our bizarre 2021 labor economy, customer care operations lost many of the agents they once employed, and now can’t hire nearly enough to replace them. The Customer Care Crisis is...

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5 Ways White Paper

5 Ways Covid Changed Customer Care & What To Do About It

Meet the expectations of post-pandemic consumers through affordable
and sustainable customer care.

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