Case Study: Stepping into The Age of Intent

Named one of the Best Business Books 2019 by strategy+business, The Age of Intent guides readers through the challenges of using AI to improve customer experience.

Pioneering the conversation around AI-powered chatbots.
Written by co-founder and CEO of [24] P.V. Kannan, The Age of Intent: Using Artificial Intelligence to Deliver a Superior Customer Experience expertly discusses how AI-powered virtual agents can help a business to succeed—or fail.

What does this mean?
The rollout of virtual agents—in conjunction with human support agents and good business practices—has the potential to completely transform the customer service experience. Using case studies and real-world examples, Kannan outlines how these AI-powered chatbots can anticipate customer needs, fulfill requests, and efficiently answer questions, providing quality 24/7 customer service that gets smarter every day.

Our goals?
  • -Let the expert do the talking
  • -Details, details, details
  • -Set the book up for success

When we first began working on The Age of Intent in 2018, the use of artificial intelligence in the customer service realm was not widely discussed. While most people agreed a technological shift was on the horizon, publications often focused on one narrative: how companies would soon phase AI in while phasing human employees out. Kannan believes the corporate world should take a different approach—one that combines the power of machine learning with human intelligence. If implemented correctly, it’s a win-win for businesses and employees.

In order to ignite the conversation, Kannan partnered with Josh Bernoff, an experienced business author and expert on analytical thinking. Bernoff’s attention to detail and aptitude for research perfectly complemented Kannan’s industry knowledge and innovation. Together, they worked to bring Kannan’s big ideas to life, and perfected the manuscript with a powerful foreword by New York Times writer Thomas L. Friedman.

A successful book needs more than just a strong manuscript—it needs a cover design that succinctly depicts the content while catching readers’ attention. In this case, it was imperative that we highlight three main topics: technology, artificial intelligence, and customer interaction. We looked to our design team to take on the challenge, and the result was a compelling, eye-catching cover that uses a background graphic, central image, and bold title text design to bring the book’s concepts to life.

The age of intent is here
Following its publication, The Age of Intent became the #1 New Release in Enterprise Communications on Amazon and was availabe at Hudson News stores nationwide. It infiltrated business and technology publications, including Harvard Business Review, Fortune, TechCircle, and MIT Sloan Management Review. Kannan and his team appeared in the New York Times, providing readers with an inside look at how the combination of machine learning and human labor has made [24] so successful.


Praised as “a must read for any manager leading or participating in the digital transformation of their business,” The Age of Intent is leading the movement to AI in the customer service realm.

What will the future hold for artificial intelligence in the workplace? P.V. Kannan has a few ideas.

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Book Sales at Airports

One question I get all the time: “How can I get my book into airport bookstores?” The simple answer? You have to be willing to pay for it.

When you walk by an airport bookstore and see stacks of a single title on front-and-center tables or highly-visible displays, those books are occupying prime real estate, and like any prime real estate, you have to pay a premium to occupy that space. In retail jargon, it’s known as a co-op placement fee. And it’s expensive. So expensive that it’s rare for a title to earn enough in book sales at that location to recoup the co-op placement fee.

Then why is airport placement so coveted? More than 2.6 million people travel through airports across the United States every day, which makes the airport market a captive audience of potential book buyers.

It’s not uncommon to see someone pick up a book in Hudson News while waiting for their gate to be called, leaf through the pages, then take out their phone and purchase that same book on Amazon. This could be for a number of reasons, either they don’t want the hassle of travelling with a book, they prefer e-books, or they know they can get the same book for a better price on Amazon or another online retailer. Regardless of the reason, the consumer is still purchasing that book because they saw it in an airport bookstore.

So, think about co-op placement fees as a marketing expense, not a distribution expense. When calculating co-op ROI, it’s important to consider not just the sales at the store level, but also the sales that are later made because a consumer noticed a book in the airport then purchased the title elsewhere.

Some genres seem to fare better than others in the airport market. For example, given the number of business travelers at airports at any given time, business books are perfectly suited for this environment. One of our titles, Age of Intent: Using Artificial Intelligence to Deliver a Superior Customer Experience (Amplify, 2019) is presently at Hudson News locations all over the United States; it’s a book about a transformational technology that’s being discussed in corporations and boardrooms all over the world, thus a perfect fit for the airport market. In the summer, you’ll notice a spike in vacation or beach reads, around the holidays, you’ll come across a lot of “new year, new you” titles.

And there you have the secrets of the airport book market.


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