PV Kannan Company Guru

PV Kannan is the Co-Founder and CEO of [24]7.ai. Since 2000, he has been leading the revolution to make customer service easy and enjoyable for consumers. In 1995, PV's first company, Business Evolution Inc., developed the first generation of email and chat solutions. The company was acquired by Kana in 1999 and PV became part of the management team. At [24]7.ai, PV was a pioneer in integrating customer service technology with business process operations to improve all aspects of the customer experience. PV has been at the forefront of customer experience from creating contact center agent services, developing a big data predictive analytics platform, creating omnichannel solutions for the web, mobile, chat, social, and speech IVR, to innovating mobile-centric applications. Over the years PV has been a thought leader in global customer service and has been featured in the books, The World is Flat and That Used to Be Us by Thomas L. Friedman, India Inside by Nirmalya Kumar and Phanish Puranam, and Reinventing Management: Smarter Choices for Getting Work Done by Julian Birkinshaw. PV is on the Board of Directors for Achievers. He has over 20 patents (issued and pending). PV has degrees in accounting and finance from the Institute of Chartered Accountants and The Institute of Cost and Works Accountants of India.

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Companies Can Personalize Marketing without Being Creepy

When Mary Meeker’s most recent Internet Report came out, a few things caught my eye. A lot of what Mary talks about is the shift to social, video, more interactive, virtual experiences and walled gardens (Facebook and Google own 85% share of digital spend). While ad spend continues to migrate to digital channels, marketers are shifting dollars to focus on delivering quality branded experiences over volume-based programmatic ads.

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Artificial Intelligence in 2018

In 2017, AI was everywhere. It seemed like every company added “AI” to their software whether it truly leveraged artificial intelligence or not. So let’s start with a definition of AI. Merriam-Webster defines it as 1) a branch of computer science dealing with the simulation of intelligent behavior in computers, and 2) the capability of a machine to imitate intelligent human behavior. Put through that basic filter, I believe we will see a big “AI Shakeout” in 2018.

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Never Ask a Customer What you Already Know

You know what I’m talking about. If you have a problem with your cable service, the only way to resolve it is to call the company. You state your account information, tell the agent your problem and more often than not, you’re transferred to a supervisor who makes you repeat everything you just said.

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