PV Kannan Innovation 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.

 

Humans and AI Must Work Together to Defeat Bad Customer Service

Without giving anything away, Game of Thrones is about a bunch of humans fighting each other for power while a much bigger threat (the White Walkers) looms on the horizon. While not quite as dramatic, there are similar battles going on between humans and technology right now, often losing sight of the fact that we have common enemies to fight.

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Five Ways for B2C Companies to Scientifically Engineer Revenue

Two years ago, Facebook announced that companies can send consumers automated chatbot promotions through Messenger within 24 hours of a customer-initiated interaction. Companies should be cautious however, and make sure they understand the consumer's intent to ensure that they engage that person with the right message in the right moment. This is a great opportunity for B2C companies, but too many times I've seen companies squander revenue opportunities because they lack a scientific approach.

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Is Your Organisation Self-Sabotaging?

“Indiana Jones and the Temple of Doom,” wasn’t the best of the Indiana Jones movies. It was flagrantly racist, and featured the ever-annoying and helpless Kate Capshaw screaming her way through every scene. Despite that, was pretty entertaining.

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What a World Famous Chef Taught Me about Customer Experience

A couple of years ago in Forrester CXNYC conference, I had the pleasure of hosting a dinner for 25+ executives across several industries, along with a panel discussion on “Creating the Customer Experience Mindset.” I was joined by @Sean McGloin of Farmers Insurance and @Michael Moore of SiriusXM, and we hosted our discussion at Per Se, the acclaimed three-Michelin-starred restaurant in New York. Since the night’s discussion was all about the customer experience, why not host the dinner at a place that’s all about that?

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Forget Uber: Hilton and Argos are leading the Age of Intent

Consumer expectations have been driven in large part by the experiences they’ve had with Amazon, Uber and other forward-thinking companies that have made the customer experience a top priority. I’ve heard this new era described as “the age of Uber,” but personally, I think that gives one company, in one industry, too much credit. Uber is just one example of a much larger trend in customer experience, one that’s embodied by companies such as Argos and Hilton.

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