Blog Articles by PV Kannan

Blog Image
June 28, 2019

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

#Digital Transformation, #Virtual Agent (Chatbots)

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

Author Image PV Kannan
Blog Image
March 04, 2019

Humans and AI Must Work Together to Defeat Bad Customer Service

#Customer Engagement, #Digital Transformation, #Virtual Agent (Chatbots)

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

Author Image PV Kannan
Blog Image
February 14, 2019

[24]7.ai Year in Review

#Customer Engagement, #Digital Transformation, #Virtual Agent (Chatbots)

The future of customer experience is unimaginable without artificial intelligence. With mind-boggling amounts of data,…

Author Image PV Kannan
Blog Image
December 17, 2018

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

#Customer Engagement, #Digital Transformation, #Virtual Agent (Chatbots)

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

Author Image PV Kannan
Blog Image
November 26, 2018

Your Customers are Elephants

#Customer Engagement, #Digital Transformation, #Modern IVR, #Virtual Agent (Chatbots)

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

Author Image PV Kannan
Blog Image
November 19, 2018

Why is Customer Service So Bad at Handoffs?

#Customer Acquisition, #Customer Engagement, #Digital Transformation

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

Author Image PV Kannan
Blog Image
October 31, 2018

Is Your Company Self-Sabotaging? (Part 2)

#Customer Acquisition, #Customer Engagement, #Modern IVR

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

Author Image PV Kannan
Blog Image
October 24, 2018

When AI and Emotion Collide, Consumers and Brands Win

#Customer Acquisition, #Customer Engagement, #Virtual Agent (Chatbots), #Modern IVR

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

Author Image PV Kannan
Blog Image
October 16, 2018

Forget Uber: Hilton and Argos are Leading

#Customer Engagement, #Virtual Agent (Chatbots), #Modern IVR

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

Author Image PV Kannan