Anuj Bhalla

Selected speaker at the 2019 MIT Paris Symposium, hosted in Paris, France and sponsored by Groupe Bouygues. The Symposium was put on MIT's Industrial Liaison Program (ILP) to explore the challenges and opportunities of digital transformation in the corporation and how the resulting innovations are shifting the landscape with respect to how corporations operate their businesses, improve their products and services, and ultimately drive growth.

This talk was an overview of on how we've… Show more

Selected speaker at the 2019 MIT Paris Symposium, hosted in Paris, France and sponsored by Groupe Bouygues. The Symposium was put on MIT's Industrial Liaison Program (ILP) to explore the challenges and opportunities of digital transformation in the corporation and how the resulting innovations are shifting the landscape with respect to how corporations operate their businesses, improve their products and services, and ultimately drive growth.

This talk was an overview of on how we've used Statistical Learning Models to redefine the classic supply-demand problems of contact centers. By enabling platforms that enable consumer choice at key decision points in the customer experience, we are able disrupt status quo demand patterns and redefine optimization across utility metrics that symbiotically benefit both operators and customers. Our results reveal a industry-disrupting case study in how customer-centric approaches to supply-demand can create extraordinary value for the enterprise while lowering overall cost to serve over traditional incumbent models that have been used in industry for decades. Show less

Selected presenter for the MIT ICT Conference. The annual MIT Information & Communication Technologies Conference explores the latest ICT research from across the Institute and its potential impact across industries. The program featured presentations by MIT faculty, technology demonstrations by MIT-connected startups, and opportunities for networking with top MIT researchers and industry executives.

As a speaker in the startup category, we serviceMob's use of Artificial Intelligence… Show more

Selected presenter for the MIT ICT Conference. The annual MIT Information & Communication Technologies Conference explores the latest ICT research from across the Institute and its potential impact across industries. The program featured presentations by MIT faculty, technology demonstrations by MIT-connected startups, and opportunities for networking with top MIT researchers and industry executives.

As a speaker in the startup category, we serviceMob's use of Artificial Intelligence (including Intelligent Automation, Machine Learning, and NLP) along with advanced analytics to seamlessly deliver customers in an effortless manner to get the service they need. The presentation also discussed case study results, including improvements in NPS and reduction in cost to serve.
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Selected speaker for the N3XTCON 2017 Artificial Intelligence in Pasadena, CA.

Abstract: Despite the fact that customer service has been a ripe target of Artificial Intelligence, including tectonic shifts in automation, NLP, Machine Learning, and Analytics, there are still decades old problems that plague the service experience and that have not been addressed adequately (namely, the underlying data and technology architecture)--leaving both companies that provide the service and… Show more

Selected speaker for the N3XTCON 2017 Artificial Intelligence in Pasadena, CA.

Abstract: Despite the fact that customer service has been a ripe target of Artificial Intelligence, including tectonic shifts in automation, NLP, Machine Learning, and Analytics, there are still decades old problems that plague the service experience and that have not been addressed adequately (namely, the underlying data and technology architecture)--leaving both companies that provide the service and their customers frustrated.

Complicated by new preferences in how customers interact with brands, the resultant data set leads to incomplete and poor data of the overall experience, leading to unintended consequences that often hinder the efficacy of AI, rendering an underperformance of groundbreaking AI technologies (i.e. a technological performance gap) because of these unaddressed foundational problems with data.

This talk will take a deeper look at these gaps in customer service and how companies should prioritize applying the promise of AI toward the issues that truly matter to end customers and their experience, and correcting these foundational issues that allow companies and their customers to maximize outcomes from next generation technologies. Show less

Quoted extensively in a featured article written by Leonard Kile in the October 2016 issue of CRM Magazine. The feature piece had to do with how to rethink traditional metrics to better focus, correlate, and predict important customer outcomes.

Presentation was selected for the CRM Evolution Conference 2015 at the Marriott Marquis in New York City.

The presentation will outline how companies can use KPIs to move from a traditional operations-centric point of view to something that better and more accurately reflects the customer journey. While traditional measures offer important operational statistics, they fail to encompass how the customer actually thinks about their experience through the lens of the journey they've had… Show more

Presentation was selected for the CRM Evolution Conference 2015 at the Marriott Marquis in New York City.

The presentation will outline how companies can use KPIs to move from a traditional operations-centric point of view to something that better and more accurately reflects the customer journey. While traditional measures offer important operational statistics, they fail to encompass how the customer actually thinks about their experience through the lens of the journey they've had with the brand. In this talk, we propose a new analytic framework that enables organizations to model the customer journey in their interaction data, providing unparalleled insight and predictive power into key bottom line outcomes for the business. Show less

Invited guest speaker for the Microsoft Quality & Business Excellence Conference at Microsoft headquarters in Redmond, WA.

This presentation offered a provocative point of view and associated case studies on how businesses can improve customer satisfaction, retention, and revenue across digital and traditional channels through a relentless focus on measures and processes that are customer centric.

This is a radical shift from incumbent, operationally centered methods and… Show more

Invited guest speaker for the Microsoft Quality & Business Excellence Conference at Microsoft headquarters in Redmond, WA.

This presentation offered a provocative point of view and associated case studies on how businesses can improve customer satisfaction, retention, and revenue across digital and traditional channels through a relentless focus on measures and processes that are customer centric.

This is a radical shift from incumbent, operationally centered methods and measures, which typically garners significant investment, but has little to no impact on the customer experience. Show less