Senior Leader · Customer Engagement & AI Transformation
Transformational business and technology leader with more than 20 years of experience helping global enterprises modernize customer engagement through AI, cloud technologies, and digitally enabled operating models.
Get in touch
Background
As a Managing Director at EY, Kannan advised Fortune 500 organizations across telecommunications, technology, travel, media, financial services, healthcare, retail, industrial products, aerospace, and the public sector — on customer experience reinvention, contact center modernization, and AI-enabled service transformation.
He has built and scaled complex global delivery organizations while leading multi-year transformation programs valued at hundreds of millions to over $1 billion in projected enterprise impact. Known as a trusted advisor to C-suite leaders, Kannan combines strategic vision with operational execution to translate ambitious transformation agendas into measurable business outcomes.
He has led enterprise-wide modernization initiatives involving CCaaS platforms, CRM rationalization, shared services transformation, digital experience redesign, and AI Centers of Excellence — leveraging platforms including Genesys, NICE, Five9, Amazon Connect, Salesforce, Microsoft Dynamics 365, Oracle, and ServiceNow.
Prior to EY, Kannan held leadership roles at IBM, driving global contact center and digital experience transformations for major financial services, retail, and consumer brands. Earlier in his career, he played a foundational role in the evolution of enterprise speech and voice technologies at Verizon — contributing to some of the industry's earliest natural-language IVR and VoIP migration initiatives.
What I do
Designing and deploying AI strategies that modernize customer service operations and unlock measurable efficiency and experience gains.
End-to-end CCaaS platform strategy, vendor selection, and implementation across Genesys, NICE, Five9, and Amazon Connect.
Architecting intelligent virtual assistants and natural language solutions that deflect volume, reduce cost, and improve customer satisfaction.
Rebuilding the organizational structures, processes, and governance models that underpin scalable, digitally enabled customer operations.
Simplifying fragmented technology estates across Salesforce, Microsoft Dynamics 365, Oracle, and ServiceNow into unified engagement platforms.
Establishing and scaling global delivery organizations — including AI Centers of Excellence — tied to clear business-value outcomes.
Let's connect
Whether you're looking to modernize your customer engagement strategy or explore working together, I'd welcome the conversation.