PV Kannan Innovation Expert

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.

 
Why Work-From-Home Customer Service Agents Are Here to Stay

Why Work-From-Home Customer Service Agents Are Here to Stay

In the next two to three years, I predict that 80 percent of customer service agents worldwide will be working from home.

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Like it or Not, Your Customers Will Break Through

Like it or Not, Your Customers Will Break Through

From Zombieland, to World War Z, to the Walking Dead, if there is one thing we have learned about zombies, it’s that they never give up.

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Raising Your Company’s NPS: Are You Being Played?

Raising Your Company’s NPS: Are You Being Played?

Without giving anything away, the film “Now You See Me” is a magic-themed heist movie with a lot of deception, sleight of hand, twists and turns.

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Customer Service Continuity and Lessons Learned during the COVID-19 Pandemic

Customer Service Continuity and Lessons Learned during the COVID-19 Pandemic

We currently live in a time where nearly every email starts with “I hope you and your family are safe,” and ends with “stay healthy.”

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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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