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Serving Customers on Their Terms: The Benefits of…

Given the popularity of messaging in their daily lives, it's only natural that people want to interact with companies…

Best Business Books 2019: Marketing

But I have no hesitation in recommending The Age of Intent, by P.V. Kannan (with Josh Bernoff). Kannan describes intent…

Transformation—Evolving Customer Experience

PV Kannan, co-founder and CEO of [24]7.ai, has written about this extensively, and he’s built a business on it. He says…

Interview with PV Kannan

PV has been a thought leader in global customer service and has been featured in the books, The World is Flat and That…

Get Big Picture Customer Experience Insights With…

Digital analytics, journey mapping, and NPS/CSAT surveys are unfortunately limited in their ability to find CX pain…

Four Steps To Improve Your Company's…

Over the past two decades, large companies that sell directly to consumers have spent billions of dollars annually on…

‘You’re Pretty Stupid.’ What Can Happen to Your…

Remember last Thanksgiving, when your Uncle George insisted on deep-frying the turkey—and then had to ask Alexa to call…

The Age of Intent: Using A.I. to Deliver Superior…

In this week’s #DataTalk, we chat with P.V. Kannan about his new book: The Age of Intent: Using Artificial Intelligence…

Conversational AI Needs Conversation Design

Companies are awakening to the value of conversations with consumers. Simply put, when consumers can easily converse…