Blog Articles by Digital Transformation

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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
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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
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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
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October 01, 2018

Never ask a Customer What you Already Know

#Modern IVR, #Digital Transformation

You know what I’m talking about. If you have a problem with your cable service, the only way to resolve it is to call…

Author Image PV Kannan
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September 24, 2018

AI Trends in the Future

#Digital Transformation, #Modern IVR

In recent months, artificial intelligence (AI) has been everywhere. It seemed like every company added “AI” to their…

Author Image PV Kannan
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September 12, 2018

Chatbots and the Future of Customer Service

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

I began 2018 with a few predictions about the ways I expected AI to shake out this year. One of the trends I discussed…

Author Image PV Kannan
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June 05, 2018

As CFO, I have an exciting journey ahead

#Digital Transformation

Last week I started my new role as CFO of [24]7.ai, a software and services company that uses artificial intelligence…

Author Image Brent Bowman
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January 26, 2018

Goodbye AHT – Hello Time to Intent

#Customer Engagement, #Digital Transformation

For years, Average Handle Time (AHT) has been the standard measure for how companies are doing in containing costs in…

Author Image Scott Horn
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January 05, 2018

Last Call for Digital Transformation

#Customer Acquisition, #Customer Engagement, #Digital Transformation

Don't put off until tomorrow what you can do today. The old adage might strike fear into the hearts of procrastinators…

Author Image Andrea Lowe