Blog Articles by PV Kannan

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June 28, 2019

The Fortune 500 Spends Billions on Customer Service. So Why is it So Bad?

#Conversational AI, #Chatbots and Automation

Radical #CX transformation won’t come from one single breakthrough but rather, through the right combination of #AI and…

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March 04, 2019

Humans and AI Must Work Together to Defeat Bad Customer Service

#Conversational AI, #Chatbots and Automation

Without giving anything away, Game of Thrones is about a bunch of humans fighting each other for power while a much…

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December 17, 2018

2019 Will Unleash the True Potential of AI for Customer Experience #BigIdeas2019

#Conversational AI

Early this year I predicted that there would be a great shakeout in artificial intelligence, culling the herd of…

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November 26, 2018

Your Customers are Elephants

#Conversational AI, #Customer Journey Analytics

Recently, I was discussing customer experiences, and I got to thinking about the parable of the blind men and the…

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November 19, 2018

Why is Customer Service So Bad at Handoffs?

#Conversational AI, #Chatbots and Automation

I was once approached by Marketplace reporter Sally Herships who asked me a simple yet profound question: “why, when…

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October 31, 2018

Is Your Company Self-Sabotaging? (Part 2)

#Chatbots and Automation

“Indiana Jones and the Temple of Doom,” wasn’t the best of the Indiana Jones movies. It was flagrantly racist, and…

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October 24, 2018

When AI and Emotion Collide, Consumers and Brands Win

#Conversational AI, #Chatbots and Automation

For thousands of years, consumers and businesses only interacted in person, and it was easy to understand the emotions…

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October 16, 2018

Forget Uber: Hilton and Argos are Leading

#Customer Journey Analytics

Consumer expectations have been driven in large part by the experiences they’ve had with Amazon, Uber and other forward…

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October 08, 2018

AI will lead to fewer jobs. So what should businesses do about it?

#Chatbots and Automation

I’ve been asked many times recently to comment on how the rise of AI will impact jobs and the economy, particularly in…