Today’s interview is with PV Kannan, the co-founder and CEO of 7, a customer engagement platform which assists several hundred million visitors across all channels, and engages in 1.5 billion conversations annually, most of which are automated. PV joins me today to talk about 7, what they are up to, utilising AI and intelligent assistants in the deliver and improvement of customer experience, the balance of tech and the human touch in customer experience and his view on achieving the ‘right’ balance.
This interview follows on from my recent interview – Most organisations are ignoring the behavioural element of customer experience – Interview with Morris Pentel– and is number 200 (woohoo!) in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to their customers.
Here’s the highlights of my interview with PV:
About PV (Taken from his 7 bio)
PV Kannan co-founded 7 in 2000 and 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 7, 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.