“I was lucky to work with Anuj for 2 years at Accenture and ServiceMob; he is innovative, a strategic leader, and a champion for people development. Anuj always comes up with creative and forward thinking solutions for problems. At ServiceMob he shows how he takes that innovation and does what is needed to bring it to life. He can also build the big picture for new concepts, immediately addressing problems strategically to identify actions. Above all, he dedicates time to help those in his team to develop their skills and grow. All qualities needed for a great leader.”
About
Anuj is Founder & CEO of serviceMob, a customer service enterprise technology company…
Contributions
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What are the best ways to show your employer that you are a strategic thinker?
Take a forensic approach to analyzing data. Too many folks are just trying to answer only the questions that are asked, in the framework of a model or set of assumptions. The best strategic thinkers are able to interrogate data sets, not only answering the question at hand in a framework, but thinking a few steps down the chessboard on what the latent (2nd, 3rd, etc.) questions are going to be, and the ability to answer them BEFORE they are asked. This is critical as it demonstrates the ability of the analyst to not just mine facts from the data (insight), but also anticipate how and in which direction the analysis is going to go (foresight). Being prepared with analysis before those questions are asked is truly impressive.
Activity
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Exciting news this morning! Sonder Inc. and Marriott International! #abetterwaytostay https://lnkd.in/ewV4TFZr
Exciting news this morning! Sonder Inc. and Marriott International! #abetterwaytostay https://lnkd.in/ewV4TFZr
Liked by Anuj Bhalla
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A journey - so often we only hear about the doom and gloom but rarely do we recognize the opportunities that have bloomed. Over a year ago, I was…
A journey - so often we only hear about the doom and gloom but rarely do we recognize the opportunities that have bloomed. Over a year ago, I was…
Liked by Anuj Bhalla
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Inspired by the guidance of one of my mentors Deepa Purushothaman, I've spent the past few weeks celebrating my Indian heritage. In light of recent…
Inspired by the guidance of one of my mentors Deepa Purushothaman, I've spent the past few weeks celebrating my Indian heritage. In light of recent…
Liked by Anuj Bhalla
Experience
Education
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Massachusetts Institute of Technology
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Activities and Societies: StartMIT, Data Analytics Club, Cambridge Fellows, Management Consulting Club, South Asian Business Club, Badminton Club
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Activities and Societies: President, Cheney Hall Residential Association; Mathematical Undergraduate Student Association (MUSA); Cal Alumni Association
Volunteer Experience
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Business Mentor for StartMIT
Massachusetts Institute of Technology
- Present 6 years 8 months
Currently mentoring student startup teams that are a part of the StartMIT accelerator.
StartMIT is a campus-wide accelerator for students at MIT to validate their business ideas and learn from top business mentors, corporate executives, successful entrepreneurs, leading researchers, and world-class investors on launching and building a sustainable innovation driven enterprise.
Publications
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Employing Statisitcal Learning Models to Drive Superior Service and Productivity
2019 MIT Paris Symposium
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…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. -
A Better Way to Access Customer Service Providers
MIT Information & Communication Technologies (ICT) Conference
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…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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Artificial Intelligence & The Customer Service Gap
N3XTCON AI Conference, 2017
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…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. -
Are Contact Center Metrics Becoming Passé?
CRM Magazine
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.
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Redefining KPIs to Reflect the Customer Journey
CRM Evolution Conference
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…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. -
Managing Your Customer Experience Across Multiple Support Channels
Microsoft Quality & Business Excellence (QBE) Forum
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…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.
Patents
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Network Node Failure Predictive System
Issued US US 9483338 B2
A Network Node Failure Predictive System uses advanced predictive analytics against data gathered from the telemetry behind a physical network, in combination with relevant customer service, field service, customer profile, product, and engineering data to form a Network Performance Analytic Record (NPAR) in real or near real time. This NPAR can be scored against a plurality of predictive models to discern failure points in the network several days before the failure occurs. Network providers…
A Network Node Failure Predictive System uses advanced predictive analytics against data gathered from the telemetry behind a physical network, in combination with relevant customer service, field service, customer profile, product, and engineering data to form a Network Performance Analytic Record (NPAR) in real or near real time. This NPAR can be scored against a plurality of predictive models to discern failure points in the network several days before the failure occurs. Network providers can then use this information to support predictive maintenance programs to curb network issues before a customers perceive an issue, thereby eliminating large, expensive costs traditionally found in "break-fix" (reactive) or "date last serviced" (proactive) maintenance programs.
Other inventorsSee patent -
Connection Routing System
Issued US US9247065B2
A customer-centric, omnichannel routing system that allows for customer preference and issue ownership in scalable consumer service environments.
Other inventorsSee patent -
Churn Analysis System
Issued US US8630892 B2
A churn analysis system helps a business analyze, predict, and reduce customer churn. The system analyzes customer experiences by using an insightful block level approach to correlate customer experience with customer churn. Through the block level approach, the system is able to more accurately predict and effectively reduce future customer churn.
Other inventorsSee patent
Honors & Awards
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Winner, ISG Startup Challenge
ISG
1st Place and Winner of the ISG Startup Challenge, held at the ISG Digital Business Summit in 2019 in Clearwater, Florida.
ISG (Information Services Group) (Nasdaq: III) is a leading global technology research and advisory firm. A trusted business partner to more than 700 clients, including more than 70 of the top 100 enterprises in the world, ISG is committed to helping corporations, public sector organizations, and service and technology providers achieve operational excellence and…1st Place and Winner of the ISG Startup Challenge, held at the ISG Digital Business Summit in 2019 in Clearwater, Florida.
ISG (Information Services Group) (Nasdaq: III) is a leading global technology research and advisory firm. A trusted business partner to more than 700 clients, including more than 70 of the top 100 enterprises in the world, ISG is committed to helping corporations, public sector organizations, and service and technology providers achieve operational excellence and faster growth. -
1st Place, Ignite Business Competition Award at UCSD
University of California, San Diego
Awarded 1st Place for the Ignite 2019 Conference, UCSD's community wide open business innovation competition of 120 innovation-based businesses, spanning fields across biosciences, medtech, AI, Machine Learning, Blockchain, IoT, 3D Printing, and more. Judges included prominent venture capitalists and business leaders from in and around San Diego and Southern California.
Ignite is UC San Diego’s flagship innovation conference for risk-takers, rule-breakers, and changemakers. The annual…Awarded 1st Place for the Ignite 2019 Conference, UCSD's community wide open business innovation competition of 120 innovation-based businesses, spanning fields across biosciences, medtech, AI, Machine Learning, Blockchain, IoT, 3D Printing, and more. Judges included prominent venture capitalists and business leaders from in and around San Diego and Southern California.
Ignite is UC San Diego’s flagship innovation conference for risk-takers, rule-breakers, and changemakers. The annual event connects campus and community for two days of networking and entrepreneurial learning. -
RivCoInnovation Fast Pitch Competition Award
RivCoInnovation
1st Place winner of the Riverside County Innovation Fast Pitch Competition Finals of over 30 companies pitching across two rounds of competition in the region. Finals Competition was held in Riverside, California in collaboration with Local Governments in Southern California, the University of California, local venture firms and accelerators, and industry partners in the region.
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Product Design & Development Award
MIT Department of Mechanical Engineering and MIT Sloan School of Management
Winner of the Product Design & Development Award. Voted top design amongst a field of several teams from both MIT and the Rhode Island School of Design (RISD) dedicating an entire semester to the design and development of a new, innovative product to the alpha prototype level. Judging panel included experts in industrial design, business, manufacturing, and mechanical engineering. The alpha prototype we built was a compact, wireless, wearable electronic device that can be used for the…
Winner of the Product Design & Development Award. Voted top design amongst a field of several teams from both MIT and the Rhode Island School of Design (RISD) dedicating an entire semester to the design and development of a new, innovative product to the alpha prototype level. Judging panel included experts in industrial design, business, manufacturing, and mechanical engineering. The alpha prototype we built was a compact, wireless, wearable electronic device that can be used for the treatment of sleep apnea and snoring.
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StartMIT Entrepreneurship Competition
MIT Department of Electrical Engineering & Computer Science
Finalist in the StartMIT Entrepreneurship Competition from over 60 teams representing innovation driven enterprise (IDE) concepts from across the Institute. Our business plan represented an innovative technology and business software for customer service and experience.
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Accenture Invention of the Year
Accenture
Recognized as a Global Runner Up (Top 2) out of over 400 patented, eligible inventions issued to Accenture employees globally in 2014, for the Invention of the Year 2015 Competition. The invention was for recent patent issued in the field of Customer Experience & Interaction Analytics.
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Management Consulting People Developer Award
Accenture
Recognized with 9 other colleagues in 2013, from a pool of over 1,500 nominations in North America.
The Accenture Management Consulting People Developer Award program is run annually to recognize exceptional individuals who go above and beyond to coach, teach, develop and support others. -
AJ Vieira Award for Client Value Creation
Accenture
Winner of the AJ Vieira Award for the Communications, Media, and Technology (CMT) Practice within Accenture Management Consulting.
The award is given on an annual basis based on demonstrating sustainable value through innovative and trusted solutions, and leading and developing teams that bring a strong diversity of talent to clients.
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Join now to viewMore activity by Anuj
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Sorry, in my last post, it did not include the video below which was the essence of the post. If you want to see the future of entrepreneurship…
Sorry, in my last post, it did not include the video below which was the essence of the post. If you want to see the future of entrepreneurship…
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✨ What can't AI do: (1) break cryptography. (2) be a human being somewhere offline. New work with collaborators from across organizations…
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Earlier this week Tim Toska was interviewed on Bloomberg Surveillance by Tom Keene and Paul Sweeney, where he spoke on this summer season of PE deals…
Earlier this week Tim Toska was interviewed on Bloomberg Surveillance by Tom Keene and Paul Sweeney, where he spoke on this summer season of PE deals…
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AI is at the brink of transforming global health, where the stakes couldn’t be higher. The potential to revolutionize patient care and improve lives…
AI is at the brink of transforming global health, where the stakes couldn’t be higher. The potential to revolutionize patient care and improve lives…
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I’d like to thank the incredibly talented team that I get to work with everyday at Viant as we get to notch another achievement by receiving the…
I’d like to thank the incredibly talented team that I get to work with everyday at Viant as we get to notch another achievement by receiving the…
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First day of class. Things have changed a little bit since my last undergraduate class in 1978. Great experience, looking forward to learning and…
First day of class. Things have changed a little bit since my last undergraduate class in 1978. Great experience, looking forward to learning and…
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I'm excited to share I've joined Embark Health! We are leading the way in driving teen and young adult anxiety, depression and suicide from the…
I'm excited to share I've joined Embark Health! We are leading the way in driving teen and young adult anxiety, depression and suicide from the…
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Last night we hosted 65 researchers and engineers at Pillar VC for the first event in our Co-Founder matching series. Boston is bubbling with talent!…
Last night we hosted 65 researchers and engineers at Pillar VC for the first event in our Co-Founder matching series. Boston is bubbling with talent!…
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In March, the Morgan Stanley Inclusive Ventures Lab hosted 7 regional pitch competitions across the Americas and EMEA. These events brought together…
In March, the Morgan Stanley Inclusive Ventures Lab hosted 7 regional pitch competitions across the Americas and EMEA. These events brought together…
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