Thinkers360

Evan Kohn

Chief Business Officer at Pypestream

New York, United States

1097 Followers

Growth driver for technology ventures. CX, partnerships, and digital marketing leader. Writer in Forbes. Investor.

Evan KohnPoints
Academic5
Author32
Influencer20
Speaker2
Entrepreneur370
Total429

Points based upon Thinkers360 patent-pending algorithm.

Thought Leader Profile

Portfolio Mix

Company Information

Company Type: Company

Areas of Expertise

Agile 31.08
AI 100
Analytics 30.52
Autonomous Vehicles
Big Data
Change Management 31.75
Cloud
Cryptocurrency
Culture
Customer Experience 91.65
Cybersecurity 46.94
Design Thinking 35.48
Digital Disruption 30.31
Digital Transformation 53.92
Edtech
Emerging Technology
Entrepreneurship
ERP
Fintech 30.30
Future of Work
Govtech 35.74
Healthtech 34.77
HR
Innovation 30.45
InsurTech 63.33
IoT
Leadership
Lean Startup
Management
Marketing 31.79
Mobility
Open Innovation
Predictive Analytics
Privacy
Procurement
Retail 30.67
Risk Management
Sales
Social
Startups 100
Sustainability
Health and Safety 30.32

Industry Experience

Aerospace & Defense
Automotive
Consumer Products
Engineering & Construction
Federal & Public Sector
Financial Services & Banking
Healthcare
High Tech & Electronics
Higher Education & Research
Hospitality
Insurance
Media
Oil & Gas
Other
Pharmaceuticals
Professional Services
Retail
Telecommunications
Travel & Transportation
Utilities

Publications

1 Academic Whitepaper
Improving service delivery to an ageing population: strategies for UK local authorities
London School of Economics
November 01, 2011
"Improving service delivery to an ageing population: strategies for UK local authorities" by Marta Łuczyńska, John King, Jonathan Lee, Miguel Lim and Evan Kohn was produced for LSE's MPA Capstone project, a compulsory course for all 2nd Year MPA students at LSE. The Capstone project is designed to ensure that LSE MPA students have an intensive and closely supervised experience of working in a group on an applied public project in a way that extends their capabilities and applies what they have learnt in the MPA core courses in a professional manner.

Deloitte, the business advisory firm, commissioned a team of postgraduate researchers from the MPA Programme of the London School of Economics and Political Science to conduct an analysis of how population ageing in the United Kingdom will impact local authority service delivery. The report is based on a number of original research findings including:

3-D modelling on the demographic profiles of 148 English local authorities from 2009 to 2031.

Indexing of the performance of local authorities in delivering social care services to older people and the extent to which their policies are 'joined up'.

A detailed census of 46 local authority older people's strategies and associated action plans.

A census of 101 accounts of local best practice published by UK local authorities and best practice from five comparable countries.

A case that analyses Cumbria's specific ageing population and showcases practical application of the report's findings.

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Tags: Change Management, Govtech, Health and Safety

11 Article/Blogs
10 Considerations When Looking To Implement Instant Messaging For Business
Forbes
July 08, 2019
Encryption is merely a starting point for secure messaging. While effective in transit, encryption may leave vulnerability when data is stored. Redaction can solve this. In a business-to-consumer conversational AI experience, for example, there may be points where private data is requested—these should be automatically redacted with sensitive info also proactively parsed for redaction if inadvertently shared.

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Tags: AI, Customer Experience, Cybersecurity

Tech Experts Predict 12 Ways 5G Will Transform How Business Is Done
Import from forbes.com
June 27, 2019
Experts from Forbes Technology Council share the benefits they believe 5G will bring for both businesses and consumers.

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Tags: AI, Customer Experience, Digital Transformation

AI doesn’t always need to be more human
VentureBeat
May 25, 2019
There’s no shortage of ethical, moral, and even legal debates raging right now over artificial intelligence’s mimicry of humanity. As technology advances, companies continue to push the boundaries with virtual assistants and conversational AI, striving in most cases to more closely approximate real-life person-to-person interactions. The implication is that “more human” is better.

But that’s not necessarily the case.

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Tags: AI, Customer Experience, Design Thinking

Survey: Where Consumers See the Biggest Opportunities for Customer Service Automation
MarTech Series
May 04, 2019
The benefits of automating customer service experiences via conversational AI platforms are rapidly becoming apparent to enterprise business leaders. Not only can these solutions dramatically reduce the costs associated with traditional call-in contact centers, but they can also transform a company’s resolution rates and more quickly deliver always-on answers to customers in need—any day, any time.

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Tags: AI, Customer Experience, Cybersecurity

Should You Build Or Buy AI? That's The Wrong Question
Forbes
April 24, 2019
Seventy-one percent of people expect their company's artificial intelligence investments to increase in the coming years (via 2018 McKinsey data), and it’s no wonder that many of the world’s largest companies are deep in the midst of investing in AI capabilities. But where exactly should they be investing?

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Tags: AI, Customer Experience, Digital Transformation

How To Make Trust The Cornerstone Of Your Digital Transformation
Forbes
March 05, 2019
Brand trust is today’s ultimate competitive differentiator. In fact, according to Salesforce.com chief Marc Benioff, trust holds a higher value than ideas themselves when it comes to building a sustainable enterprise. As he puts it, “In technology over the last two decades, the most important thing has been the idea … No longer true. The current highest value is trust, and if trust is not your highest value, if the most important thing to you and your company is not trust, you need to look again.”

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Tags: Customer Experience, Cybersecurity, Digital Transformation

11 Ways To Make Digital Payment Methods More Attractive To Consumers
Forbes
January 18, 2019
Position payment options directly within a conversational interface. This is where consumers prefer to engage with brands, so building this utility directly into a self-service digital engagement saves time for the user. Delivering these options with conversational AI automation creates a no-brainer return on investment and revenue opportunity for brands.

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Tags: AI, Fintech, Retail

An Inflection Point For Conversational AI
Forbes
January 11, 2019
Although conversational AI has been in the headlines for years now, B2C applications of this technology are still in their infancy. I believe that's going to change this year, and we're going to see conversational interfaces replace more websites, mobile apps and contact centers than ever before — even as the burgeoning industry faces new challenges.

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Tags: AI, Digital Transformation, Startups

Is It Time To Test Your New Product's Usability? 13 Tech Experts Weigh In
Forbes
January 02, 2019
Reid Hoffman, the founder of LinkedIn, said, “If you’re not embarrassed by the first version of your product, you’ve launched too late.” Pre-launch, teams should set the readiness bar even lower for usability testing — and itch for feedback. Define your minimum viable product goals at the outset of the design and start usability testing well before you’ve hit those goals so your assumptions can be challenged.

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Tags: Agile, AI, Customer Experience

How To Take Conversational AI To The Next Level
Forbes
November 14, 2018
“How can I help you?” Millions of users of conversational artificial intelligence encounter this greeting with hopes for a wide scope of automation to follow. “Wow, it can answer anything? Let’s test its limits.” It’s never long before they find those limits. An interface designed to help a policyholder file a claim or a viewer change a TV subscription isn’t necessarily trained to help choose a pizza topping. Too many users find themselves trapped in frustrating loops or interacting with dumbed-down experiences such as simple FAQ navigations.

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Tags: AI, Design Thinking, Digital Transformation

14 Tools And Tactics For Monitoring And Understanding Your Website Traffic
Forbes
November 09, 2018
Web analytics previously focused on how users navigated a complex jungle of pages. Today, AI-backed conversational interfaces can transform user journeys into streamlined, on-demand experiences. This increased user freedom to self-serve in one consolidated view means companies can gain actionable analytics insights into which journey designs best lead to product purchases or issue resolution.

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Tags: AI, Analytics, Digital Disruption

8 Entrepreneur in Residences
Pypestream raises $15 million for conversational enterprise AI
VentureBeat
December 13, 2018
In a few short years, the New York-based AI solutions startup has signed on customers like Shell, DishNetwork’s Sling TV, and TriWest. And Pypestream says it has tripled its customer base in the past 12 months alone. To fuel that growth, it today announced a $15 million raise led by insurance company W.R. Berkley, bringing its total haul to $35 million.

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Tags: AI, Customer Experience, Startups

Pypestream Named Hot Vendor in Conversational AI by Aragon Research
Aragon Research
July 26, 2018
We are pleased to share that Pypestream has been named one of the 2018 Hot Vendors in Conversational AI by Aragon Research. Our customer engagement solution that enables messaging-based automated conversations and transactions to occur, was the product specifically recognized by in the Hot Vendors report.

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Tags: AI, Customer Experience, Digital Transformation

Sling TV Partners with Pypestream to Make Customer Service Capabilities Easily Accessible
Loyalty360
March 14, 2018
Seth Van Sickel, Director of Operations for Sling TV, said that Pypestream will enable Sling TV to scale its personalized, on-demand customer service and maintain high service levels.

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Tags: Cybersecurity, Digital Transformation, Startups

https://techcrunch.com/2017/02/28/pypestream-series-a/
TechCrunch
June 01, 2017
Pypestream is announcing that it has raised $15 million in Series A funding.

When the startup launched more than a year ago, founder and CEO Richard Smullen was pitching text messaging as the best way for customers to communicate with businesses — specifically, through the Pypestream app, where businesses can create their own accounts with a variety of different “pypes” to handle different types of communication.

Since then, Pypestream has expanded to offer messaging capabilities in businesses’ own apps and elsewhere. This goes beyond just sending text and images — users can also make payments, schedule appointments and send files directly from the messaging window.

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Tags: AI, Customer Experience, Startups

Pypestream Offers Consumers A New Way To Chat With Businesses
TechCrunch
November 11, 2016
A few weeks ago I wrote about Pypestream, a startup promising to be an alternative to the often frustrating customer service experience. At the time, founder and CEO Richard Smullen was being a little coy about what the company was actually doing, but now he’s ready to share more details.

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Tags: AI, Customer Experience, Startups

Chat startup Pypestream to advise major insurance companies
VentureBeat
July 29, 2016
Messaging platform and chatbot maker Pypestream has established a partnership with the Insurance Thought Leadership Thursday. The company will advise Insurance Thought Leadership members on how mobile messaging and chatbots can make customer service and communication better.

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Tags: Customer Experience, Cybersecurity, InsurTech

Pypestream Selected as a 2016 Red Herring Top 100 North America Winner
Red Herring
June 10, 2016
Red Herring today named Pypestream, the leading business-to-consumer messaging platform, as a Top 100 North America winner, an award celebrating the most innovative private companies, startups and technologies across their respective industries.

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Tags: AI, Customer Experience, Digital Transformation

Is this app the call center of the future?
CNN
January 12, 2016
I cringe when an automated telephone system answers my call.
Why do we still have to pick up the phone to call airlines, cable companies or banks? Soon, we won't have to, if entrepreneur Richard Smullen has anything to say about it.

Smullen, 36, heads up Pypestream, a stand-alone messaging app that creates a direct, secure line of communication between businesses and their customers.

"Most people can't stand robotic voices. They want to go immediately to a representative. Yet with messaging, they won't know it's a robot," said Smullen.

Texting enables call centers to respond to many consumers at once, making them much more efficient. Pypestream will use artificial intelligence and machine learning so that businesses can automate more of their customer service, and make it feel personal.

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Tags: AI, Customer Experience, Startups

1 Industry Award
Customer Count CEP PACE Member Award
Customer Count
April 05, 2018
CustomerCount has announced that nominations for the third annual
CustomerCount Customer Engagement Professional PACE Member Award have closed, and four finalists have been
selected. The winner and their employing company will be announced at the 2018 PACE Convention and Expo on April
15-18 at the Chateau Elan Winery & Resort in Braselton, Georgia.
This award recognizes both an outstanding Customer Engagement Professional (CEP) and the Professional Association
for Customer Engagement (PACE) member company for the individual’s performance during the 2017 calendar year.
Two trophies will be presented.: One for the company and one for the individual CEP.
Nominations focused on the exceptional performance of team members who have contributed to the success of the
company. Areas of contribution were across multiple channels including phone, email, and click to chat, and/or any
customer contact.
Companies who were selected as finalists were:

--All-Global Resources (Las Vegas, NV)
--ETech Global Services (Nacodoches, TX)
--Breckenridge Grand Vacations (Breckenridge, CO)
--Pypestream (New York, NY)

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Tags: Customer Experience, Design Thinking, Startups

3 Media Interviews
AI Marketing Gimmick Yields Some Sales Bites
Wall Street Journal
July 10, 2019
A maker of artificial-intelligence created a résumé touting the program’s skills, such as being able to type a million words a minute, and sent it to more than 1,000 contact-center jobs.

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Tags: AI, Marketing, Startups

Incite State of Customer Service 2020 Report
Incite Group
June 28, 2019
Pypestream, which develops Natural Language Understanding (NLU) programs for a variety of industries, believes that each client needs to have a tailored conversational AI based on their requirements. The process for this is based on working closely with clients to assess what level of need they have and what kind of questions their conversational AI will be answering. “First comes scoping the right use cases,” says Evan Kohn, Chief Business Officer of Pypestream, and asking “what are the 2019 business goals for that company and then aligning the conversational AI deployment with that. From there you can make really data-driven decisions around which use cases will deliver the most value to the enterprises deploying the technology and its user base.” For example a conversational AI using NLU “is most relevant for use-cases around FAQs or navigating a wide array of content,” but it might not be appropriate to a more linear train of questions notes Kohn. “For more transaction-focused use cases, for example a policy holder submitting a claim, where each step is really a prerequisite to the next step, NLU may be a bit less relevant because it’s not a matter of navigating a wide content library for technical troubleshooting.” Where it is appropriate, Pypestream then moves to gathering data and training the AI for the use case. “In some scenarios we will launch with the client and collect production data – specific utterances and ways that users are posing questions – and use that as training data and then deploy advanced NLU in a follow-on phase. If they’re already sitting on production-quality conversational data, we will use that out of the gate as training. Before going live with any solution, we partner with our customer to assess the precision score so there is a high degree of confidence based on usability testing.” Core to this testing and production process are user experience design, “such as empathy mapping, user persona definition, and establishing a wow-factor.” Then they consider “integration, so anything on an enterprise’s back-end.” Then they need to consider the human element. “Third is really positioning agents to handle those most complex topics in a way that is really a seamless hand-off from automation to agent. Fourth is how are you communicating to a user audience so that they know about this new channel and more importantly what are the benefits of it? Are you putting it on the front page of a high traffic site or is it eleven clicks down? You also need to look at the analytics front, making sure that you’re aligning your reporting dashboard with the business KPIs.” Finally once a service goes live it is important to continue to refine, “using conversational data to fine-tune and optimise performance, both with the NLU and also the guided journey aspect and seeing where are the drop-off points and where can we update either the tone of voice or the content.”

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Tags: AI, Customer Experience, Digital Transformation

Conversational AI Startup Pypestream Brings in $15 Million
Cheddar TV
January 03, 2019
Pypestream is a conversational artificial intelligence startup that’s built for scale. The New York-based company just raised $15 million in funding, led by insurance company W.R. Berkley. Evan Kohn, Chief Business Officer at Pypestream, joined Cheddar to discuss what this funding will go towards, and the future of A.I.

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Tags: AI, Customer Experience, Startups

2 Panels
Enterprise Connect
Enterprise Connect
March 15, 2018
The New Self-Service: AI & Analytics

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Tags: AI, Digital Transformation, Startups

Driving Sustainable Growth and Competitive Advantage Through Human-Centered Design
IQPC
August 23, 2017
Driving Sustainable Growth and Competitive Advantage Through Human-Centered Design

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Tags: Customer Experience, Design Thinking, Digital Transformation

1 Patent
Pypestream Patents
US Patent Office
January 25, 2019

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Tags: AI, Customer Experience, Startups

7 Podcasts
Forward Focused Episode 7
Spotify
July 11, 2019
Jeff Kagan is an analyst who covers all things telecommunications. Quoted in the media on a daily basis, he also writes several weekly columns.

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Tags: AI, Customer Experience, Startups

Forward Focused Episode 6
Spotify
July 09, 2019
Antonio is CEO of Digital Business Innovation.

He’s a speaker and author on topics including artificial intelligence, cyber security, IOT, and blockchain.

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Tags: AI, Customer Experience, Startups

Forward Focused Episode 5
Spotify
July 04, 2019
Evan is the author of two books, you might have read about Evan in the NYTimes and The Atlantic or seen him on CBS Sunday Morning or NPR’s Fresh Air. Evan regularly serves as a keynote speaker on customer experience and he’s also an adjunct professor at UNC-Chapel Hill.

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Tags: Customer Experience, Startups, Marketing

Forward Focused Episode 4
Spotify
July 02, 2019
Mike Feibus is an industry influencer and the voice of FeibusTech. He’s an oft-quoted expert on connected health and fitness, smart home, connected cars, AR/VR, privacy and security. Mike is also a regular technology columnist for USA TODAY, CIO Magazine and Fortune.

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Tags: Customer Experience, Healthtech, Startups

Forward Focused
Spotify
June 10, 2019
Adrian is a world-renowned customer experience expert and author. He’s consulted hundreds of businesses to help them engage with their customers, build their customer retention and improve service. You can find articles by Adrian in Forbes. He’s the author of “How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing,” and most recently his new book, “Punk CX."

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Tags: Customer Experience, Digital Transformation, Startups

Forward Focused Episode 2
Spotify
June 10, 2019
Helen is a global customer-success executive and board advisor. Through a career spanning early stage start-ups to companies like Oracle and Adobe, her work has enabled multibillion-dollar revenue growth for a number of enterprises. Helen is a top Twitter influencer in emerging technology with a weekly reach of more than 10M. In 2019, Helen was named to the CyberSecurity Power 100 and to the Artificial Intelligence Power 100. She’s spoken at a variety of conferences, among them: SXSW, TiECon, DMS, and Money2020.

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Tags: AI, Customer Experience, Innovation

Forward Focused Episode 3
Spotify
June 10, 2019
Evan is a B2B thought leader and regularly ranked as a top influencer in AI, iOT, health, the cloud and telecom. Evan’s clients including Ericsson, Samsung, Qualcomm, Panasonic, Intel, and AT&T Business who all seek his expertise across technology domains.

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Tags: AI, Digital Transformation, Startups

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