NEW YORK, April 14, 2016 /PRNewswire/ -- Pypestream, the leading business to consumer messaging platform, today announced the appointment of Donna Peeples, a global authority in customer experience and marketing, as its first Chief Customer Officer (CCO). In this role, Donna will lead global efforts with Pypestream's rapidly growing customer base, helping them to fully embrace mobile messaging as the platform of choice with consumers.
"Creating a great customer experience and having a meaningful dialogue with customers is absolutely vital to the success of brands today," said Peeples. "We are in the age of the conversational web where customers want to be able to message brands and businesses in their lives as they would their friends – without having to deal with the traditional pitfalls of customer service. I couldn't be more excited to join Pypestream to partner with brands across categories to strengthen their relationships with customers through mobile messaging."
Mobile messaging has quickly become the dominant form of communication for consumers and is a critical channel for brands. Today 2.5 billion people around the world use messaging apps – and that number is expected to exceed 3.6 billion by 2018. Despite this trend, companies have been slow to adopt messaging for customer communication, requiring customers to wait on hold, toggle between apps or post to social media to get customer service help.
The Pypestream secure mobile messaging platform, provides customers with a single destination to message their favorite brands and local businesses. Businesses are listed alongside each other as 'Pypes' in an easily searchable catalogue, allowing consumers to scroll, connect and message them instantly. Since launching in December, more than 5,000 businesses of all sizes from over 50 countries have adopted Pypestream. As Pypestream's secure global infrastructure scales, brands will be allowed to invite unlimited customers to connect to their pype.
In advanced stages of development is Pypestream's artificial intelligence system that automates routine customer service inquiries. These 'bots' as they are more popularly known, allow dramatic cost savings for brands and keep the conversation flowing with customers. Conversations can take the form of marketing initiatives like offers, promotions and bill pay to reactive initiatives like technical support and advice.
"The addition of Donna to our Executive team sends a clear signal to the market that messaging needs to be on the forefront of every brand's agenda. When someone of Donna's pedigree and experience joins a young company like ours, there is a reason," said Pypestream's CEO and founder, Richard Smullen. "Donna's experience and relationships bring immense value to Pypestream as we now touch every corner of the globe putting customers' needs first."
Peeples will play an important role in Pypestream's strategy, developing new ways to maximize growth and engagement with customers through mobile messaging. Chief among her responsibilities will be ensuring effective management of the company's global customers across regions, identifying best-in-class strategies, turbocharging Pypestream's channel growth and creating emerging market opportunities.
About Donna Peeples
Throughout her 30 year career, Donna Peeples has showed a flair for transformative change and helping brands to put the customer at the center of everything they do. An accomplished senior executive with an extensive P&L responsibility in a variety of industries and global markets, Peeples has a proven track record of driving sustainable growth and meaningful business results.
As Chief Customer Officer for AIG Property and Casualty, Donna achieved and sustained world-class customer satisfaction rates. She was responsible for leading the development and guiding implementation of end-to-end customer communication, management, service delivery strategies and practices for every customer across more than 60 lines of commercial and consumer insurance in more than 130 countries world-wide.
Prior to joining AIG, Peeples held various leadership positions at AGL Resources, Optimum Energy Sources, Peachtree Natural Gas, Shell Energy, Lennox Industries and United Guaranty. Peeples founded Motivated, Inc., a customer experience and sales training company, in 1996 and is a thought leader on topics spanning customer experience, customer service, marketing and sales.
Peeples currently serves as a board member for AccordIQ, Cogito Corporation, the Customer Experience Professionals Association and Georgia Diversity Council, among other associations.
For more information visit: www.pypestream.com.
David Henderson, 425-829-5971