Anuj Bhalla

Anuj Bhalla

Founder & CEO at serviceMob, Inc.

Anuj Bhalla is an entrepreneur, data scientist, MIT Sloan Fellow, and blue-chip consultant with more than 15 years of experience consulting the customer service industry. Anuj lead the Service Analytics practice at Accenture, where he worked with some of the largest companies in the world. Being a graduate of UC Berkeley with a Bachelor's in Applied Mathematics, Anuj is a data scientist and mathematician at heart. Before founding serviceMob, Anuj graduated from MIT Sloan with an MBA and was honored with the Sloan Fellowship. Anuj was featured in Entrepreneur magazine, Forbes, and was recognized by MIT as a Top 25 MIT startup founder. Anuj brings his decades of industry and technology experience to serviceMob, where he is redefining the world of customer service and is making all of our service experiences better as a result.

Talks

Data Con LA 2026

    The Customer Service Metric We’ve Been Getting Wrong for Decades
    Lightning Talks

    For decades, customer service has been built around a seemingly obvious belief: the less effort a customer expends, the better their experience. First Contact Resolution—the king of service metrics—is built on that principle. But after analyzing millions of service interactions, we uncovered a more powerful hidden variable implied by FCR but never truly measured: ownership. Satisfaction barely declines when one person owns an issue across multiple contacts, but it collapses when customers are repeatedly handed off and forced to start over. The finding is profound: intuitive in hindsight, yet disruptive to how service organizations are measured, designed, and operated. So, if we’re being brutally honest, is today’s service architecture actually built to maximize ownership? It isn’t. As AI agents, chatbots, and human experts converge, we must rethink how we measure, route, forecast, and design the future of service around what customers value: continuity, accountability, and ownership

Data Con LA 2023

Tickets