Insights

Jeanne Bliss: Forward Focused Episode 14

Jeanne Bliss: Forward Focused Episode 14

Evan Kohn Welcome to Forward Focused brought to you by Pypestream Digital Labs, a thought series on customer experience, artificial intelligence, and enterprise automation. I’m Evan Kohn from Pypestream and I’m talking with Jeanne Bliss. Jeanne Bliss is the Founder...

Why Executives Should Invest in CX

Why Executives Should Invest in CX

Companies today need to stand out in a sea of sameness. To do so, they must invest in customer experience. Companies that lack this customer focus won't survive. Find that hard to believe? Here's your proof... Customer are likely to spend 140% more after a positive...

Blake Morgan: Forward Focused Episode 13

Blake Morgan: Forward Focused Episode 13

Evan Kohn Welcome to “Forward Focused” brought to you by Pypestream Digital Labs, a thought series on customer experience, artificial intelligence, and enterprise automation. I’m Evan Kohn from Pypestream and I’m talking with Blake Morgan. Blake is a Customer...

Built for Scale: Conversational Analytics

Built for Scale: Conversational Analytics

What types of KPIs do enterprises set when deploying conversational AI for customer service? Claudio: Enterprises set two types of goals. So, it's breaking down really in the experience and then more like the bottom line cost reduction for the businesses. So, when the...

The Value of Design Thinking

The Value of Design Thinking

Design thinking is human-centered at its core. The idea fundamentally recognizes that design should achieve purpose and business goals, not just beauty. This shift in approach is in large part a response to the increasing complexity of modern business and modern...

Tony Saldanha: Forward Focused Episode 12

Tony Saldanha: Forward Focused Episode 12

Evan Kohn Welcome back listeners to Forward Focused brought to you by Pypestream Digital Labs, a thought series on customer experience, artificial intelligence, and enterprise automation. I’m Evan Kohn from Pypestream and I’m talking with Tony Saldanha. Tony is the...

Scarlett Sieber: Forward Focused Episode 11

Scarlett Sieber: Forward Focused Episode 11

Donna Peeples Welcome listeners to Forward Focused brought to you today by Pypestream Digital Labs, a thought series on customer experience, artificial intelligence, and enterprise automation. I’m Donna Peeples from Pypestream and I’m here today talking with Scarlett...

What is Conversational AI?

What is Conversational AI?

Conversational AI is the use of messaging and voice assistants to automate communication and create personalized experiences at scale between humans and machines. For customer care, conversational AI offers a direct path for customers to sort out problems, address...

April Rudin: Forward Focused Episode 10

April Rudin: Forward Focused Episode 10

Evan Kohn: Welcome back listeners to Forward Focused brought to you by Pypestream Digital Labs, a thought series on customer experience, artificial intelligence, and enterprise automation. I'm Evan Kohn from Pypestream and I'm talking with April Rudin. April is the...

Spiros Margaris: Forward Focused Episode 9

Spiros Margaris: Forward Focused Episode 9

Evan Kohn: Welcome back listeners to Forward Focused brought to you by Pypestream Digital Labs the thought series on customer experience, artificial intelligence, and enterprise automation, I'm Evan Kohn from Pypestream and I'm talking with Spiros Margaris. Spiros is...