Customer time is an asset, and the way businesses manage waiting is ready for transformation. Today, we turn our spotlight to Qevo, a technology innovator that has built a modern, agile, cloud-native platform to make queue management more accessible, scalable, and customer-centric. By empowering customers with digital tickets and mobile alerts, Qevo reduces the anxiety of physical waiting and gives people greater freedom while they wait. We sat down with Carlos Moreira (CM), Co-founder and Chief Product and Technology Officer at Qevo, to discuss how the company is transforming waiting into a more fluid, digital, and sustainable customer experience.
3xP: Legacy queue systems are often rigid, expensive, and rely heavily on hardware. What was the exact momentor friction point that convinced you that the market needed a solution like Qevo?
CM: The turning point was realising that waiting was not really a queue problem; it was a customer experience problem. Traditional solutions were designed around infrastructure: ticket dispensers, displays, local installations, and rigid operational processes. But from the customer’s perspective, the real issue was uncertainty. People were giving up control of their time, while organisations lacked the real-time visibility needed to manage demand, capacity, and service quality.
We saw an opportunity to rethink waiting from the ground up. Instead of asking how to manage queues more efficiently, we asked how technology could help people reclaim their time while giving organisations better control over service operations. That vision became Qevo: a platform designed to transform waiting from a source of friction into a moment of freedom, while giving organisations the intelligence to operate with greater agility.
3xP: Many see queue systems as just “ticket dispensers,” but Qevo introduces the concept of Queue as a Service (QaaS). How does your cloud platform actually transform a store or service center’s daily operations?
CM: Queue as a Service means moving from managing queues to orchestrating service experiences. Traditional systems focus on controlling a line; Qevo coordinates the wider service journey around that interaction. Customers can take a digital ticket, receive mobile updates, understand their expected waiting time, and use that time freely instead of being tied to a waiting area.
For organisations, the impact is operational. Managers gain real-time visibility into demand, waiting times, service performance, bottlenecks, and customer flow patterns. They can adapt resources dynamically, manage priorities, respond faster to changing conditions, and continuously improve service delivery. Because Qevo is cloud-native, multiple locations, services, languages, priorities, and operational rules can be configured centrally. Ultimately, QaaS turns queue management into an intelligent service orchestration layer: improving customer autonomy while giving organisations the insight and flexibility to deliver better experiences at scale.
3xP: Scaling a digital-first solution across different sectors is a major milestone. What has been the most demanding phase Qevo has achieved so far in proving its reliability to major market players?
CM: The greatest challenge has been proving that one platform can support very different service realities while remaining simple for customers and operational teams. Retail, healthcare, public services, financial institutions, and enterprise service centres all have distinct requirements. Some need speed and high-volume interactions; others require appointment management, prioritisation rules, accessibility support, integrations, or more complex service workflows.
The milestone was not simply building a queue system. It was building an orchestration platform that could adapt to different business models without adding complexity. That required investment in scalability, reliability, configuration flexibility, integrations, and user experience. For us, reliability goes beyond uptime. It is about operational trust: helping teams make better decisions, improving service delivery, and creating a more predictable and transparent experience for customers.
3xP: Consumer behavior is shifting rapidly towards full autonomy and mobility. Where will Qevo sit in the global customer experience and smart-retail ecosystem five years from now?
CM: In five years, we believe waiting will no longer exist as a disconnected phase of the customer journey. It will become an intelligent service layer that connects customer intent, operational capacity, and real-time context. Customers will expect visibility, autonomy, and continuity. They will check in digitally, receive personalised updates, understand their expected waiting time, move freely while they wait, and interact seamlessly across physical and digital environments.
At the same time, organisations will rely on real-time intelligence to understand demand, anticipate needs, optimise resources, and coordinate services more effectively. In smart retail and service ecosystems, this intelligence will increasingly connect with CRM, analytics, workforce planning, appointment systems, mobile apps, digital signage, and AI-driven predictions.
This is where Qevo fits: as the orchestration layer that connects queues, appointments, service operations, customer flow, and operational intelligence into a single service experience. Our ambition is to help organisations create environments that are more transparent, adaptive, and human, while giving people greater freedom over how they spend their time.
3xP: Building a software solution that handles a universal human pain point — waiting — requires specific insights. What is the golden rule you live by when designing technology that bridges physical storefronts with digital ease?
CM: The golden rule is simple: technology should create confidence, not complexity. Waiting becomes frustrating when people lose visibility and control. They do not know how long it will take, whether they have missed their turn, or whether they can step away. Good technology removes that uncertainty and replaces it with clarity.
For Qevo, that means creating experiences where customers feel informed, empowered, and free, while giving operational teams the intelligence they need to serve efficiently without adding burden. The best technology often becomes almost invisible. Customers should not need to understand the platform; they should simply feel confident and in control. Teams should be able to focus on serving people, not managing systems.
Every product decision comes back to this principle: use digital innovation to make physical experiences more fluid, transparent, and human.
To end.. Carlos highlited that “time is one of the most valuable assets people have, and every interaction with an organisation should respect it. At Qevo, we believe the future of customer experience lies in giving people greater freedom, transparency, and control, while providing organisations with the intelligence to serve more effectively. We are not simply building queue management technology. We are building the digital infrastructure that helps organisations orchestrate customer journeys, service experiences, and the intelligent flow of people across physical and digital environments. Our mission is simple: to transform waiting from a source of frustration into a moment of freedom.”
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