Blog and resources
What service data says when someone finally reads it
Articles, case studies and press on the Brain for Customer Service & Support, the metrics that predict churn, and the operations that stopped counting contacts.
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Articles
Los Angeles Times names Anuj Bhalla a 2024 CEO Visionary
"During his tenure at Accenture, he led the Service Analytics practice and filed three patents in the customer service field, demonstrating his innovative thinking."
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Articles
Customer Support Doesn't Cause Demand ... They Solve It... Right?
The current solutions in the market are failing to address the core issues plaguing customer support.
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Media
Anuj Bhalla was featured on The Industry Show, a podcast by Dr. Nitin Bajaj
A big thank you to Nitin and The INDUStry Show for helping highlight our founder, company and vision!
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Media
serviceMob - Challenging the Service/Support Status Quo
serviceMob is revolutionizing the world of service/support - listen in to hear how we have created new Ai backed Smart KPIs!
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Case Study
Case Study: Leading Home Trades SaaS Unicorn
serviceMob used its service analytics platform to help a leading home trades SaaS unicorn
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Media
Center Stage: Morgan Stanley Highlights serviceMob in Video
serviceMob is excited to announce our formal commercial in partnership with Morgan Stanley has been released! Give it up for the Mob!!!
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Articles
Gratitude to Morgan Stanley: Empowering Startups Through the Inclusive Ventures Lab
With a shared commitment to inclusivity and to helping individuals succeed, MSIVL's support has been instrumental in fueling serviceMob's growth and success.
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Media
serviceMob Thrilled to Join Morgan Stanley's Global Inclusive Ventures Lab with 22 Promising Startups
The program was also listed as one of Global Finance’s Best Innovation Labs of 2023. We look forward to be a part of this accelerator program!
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Media
serviceMob's Anuj Bhalla in the Spotlight: USA Today Interview
“What we do is, we actually work with all the systems that you've chosen for your contact center,” Anuj said.
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Media
MIT Startup Exchange highlights how serviceMob is transforming the customers service data ecosystem
“The current state of customer service is painful,” says Bhalla. And his long-term vision is to improve customer service at every touchpoint.
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Articles
Transforming the Service Analytics Landscape: A Solution to Dark Data and Technical Debt
The promise that we would AI our way to automating the service journey has in fact, not ... happened... and likely will not. This begs the question: how effective are the analytics of service today if we are still hiring more agents, still talking with customers, and still getting the same contact demand?
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Case Study
Case Study: Disruptive Healthcare Unicorn
serviceMob used its proprietary methodology and algorithms to help a healthcare unicorn forecast its contact demand better than the Erlang C model
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Articles
The Complete Guide to Demand Prevention in Customer Service
40-60% of customer service contacts are repeat or avoidable. Learn why demand prevention, not demand handling, is the key to transforming service operations.
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Articles
Forecasting Experiences, Not Just Contacts: The Future of Service Operations
Traditional WFM forecasts contact volumes. serviceMob forecasts experiences, predicting demand patterns by type with 98%+ accuracy at 15-minute intervals.
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Articles
How to Model Customer Experience as Structured Data
Learn how a prescriptive Data Ontology transforms raw service interactions into a structured experience model that reveals what traditional analytics cannot see.
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Articles
Software with a Service: Why Platform-Only Fails in Customer Service Intelligence
SaaS gives you software. SwaS gives you outcomes. Learn why Forward Deployed Engineers are essential for building the ontology that makes the Answer Engine work.
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Articles
What Is an Experiential Answer Engine for Customer Service?
Discover what an Experiential Answer Engine is, how it differs from traditional CX analytics, and why serviceMob created a new category for customer service intelligence.
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Media
Marcel Barrera sits down with Adrian Swinscoe on the Punk CX Podcast!
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Articles
The Real Reason Customer Service Is Still Failing: It’s Not AI, It’s Your Data
Why AI Isn’t Reducing Contact Demand AI was supposed to reduce the number of customer inquiries, but demand has only increased.
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Articles
There is no LLM(ing) your way out of Service and Support ... not without MOB(s)
"Multivalent Ontological Blocks (MOBs) provide the foundation for Large Ontological Models (LOMs), fueling AI systems to revolutionize service and support by addressing the root causes of contact demand.
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Media
MIT Sloan CIO Symposium Selects Finalists for 2024 Innovation Showcase from PR Newswire
Published from PR Newswire, the 21st annual MIT Sloan CIO Symposium, today announced the 10 finalists for its 2024 Innovation Showcase.
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Articles
serviceMob Kicks Off Irvine Tech Week with Joshua Lee and Somasundaram Subbu
I’m super excited and humbled to join an esteemed panel and workshop for Irvine Tech Week for the second consecutive year representing serviceMob!
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Articles
Nomination Alert for the 2024 Excellence in Entrepreneurship by the Orange County Business Journal
The Excellence in Entrepreneurship Awards celebrate individuals who embody the American entrepreneurial spirit, and Anuj is among a distinguished group nominees representing the best in Southern California.
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Media
Marcel Barrera invited to talk on podcast episode with Brand F*UPS
Our CSO, Marcel Barrera, was invited to talk to Robyn Young, the podcast of Brand F*ups
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Articles
Data Entropy - The Mission Impossible of Service & Support
Now, you might wonder, why does data entropy matter in the realm of customer service and support? The key lies in the partitions of your tech stack.
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Media
Anuj Bhalla Discusses Future-proofing Customer Service with AI in a Shep Hyken Podcast
“The need for human assistance comes in when we have unique and complex issues that don’t have enough data to solve them effectively.”
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Articles
Answer Contacts, Solve Problems: Making life easier for Experience & Support Executives
Forcing channels on customers prescriptively vs. understanding issue and customer preferences really creates a multitude of problems, including repeat contact demand, re-work, poor CSAT, and ultimately churn. Its still baffling to me that accessing the voice channel for customers is still harder than ever.
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Articles
Why Piles and Piles of Cases and Tickets - Suck the life out of support...
Seriously, I still cannot believe in 2024 here we are, still thinking surveys are the best dataset we can get. When it comes to cases, we create no common linkage to the behaviors of customers, nor do we collect all the data in a meaningful way to truly reduce OPEX, improve Gross Margin, and drive consistent service outcomes.
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Articles
In a galaxy not to far away: serviceMob's Odyssey to Experiential Support
Despite the wealth of cases, tickets, and interaction insights, businesses face a fundamental challenge – the struggle to model data from the customer's perspective.
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Media
serviceMob Featured in the Orange County Business Journal
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Articles
The Hidden Dilemma in Customer Support: Quantifying Customer Experiences
The industry acknowledges the importance of improving customer experience, yet it largely lacks the conceptual data needed to understand customer behaviors and experiences
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Articles
The Tech-Mirage & Analytics Illusion of Service/Support
Data visualization tools struggle to explain the data of service in a manner that echoes the customer's voice.
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Articles
The Franken-Stack of Customer Service: A Monstrous Challenge for Executives
The fragmented data within the Franken-stack makes it nearly impossible to measure resolution effectively. Instead, it becomes a wild goose chase, with customers making multiple contacts to solve a single issue.
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Articles
Unlocking the Data Dilemma: A Call to Redefine Service and Support
serviceMob is positioned as a solution for service leaders looking to address the challenges of managing customer service effectively, especially in the context of dark data.
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Media
Anuj Bhalla featured in the prestigious LA Times B2B Publishing
Join us in celebrating Anuj Bhalla's well-deserved recognition as a visionary CEO, and we extend our gratitude to the Los Angeles Times B2B Publishing team for this esteemed acknowledgment.
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Media
serviceMob Achieves SOC 2 Type 2 Compliance Certification
"Obtaining SOC 2 Type 2 compliance certification is a significant milestone for serviceMob,” said Anuj Bhalla, Founder & CEO of serviceMob.
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Media
Anuj made an appearance on LeadrPro Growth's podcast with Chris Sheng
Anuj made an appearance on LeadrPro Growth's podcast with Chris Sheng to discuss his journey as a startup founder in the B2B SaaS space
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Articles
How analytics failed the world of customer service
Frustration with customer service is experienced at the customer and enterprise level as a result of “Bad Data.”
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Media
Making Customer Service Great Again
Our CEO, Anuj Bhalla, was invited by Orchid Black to talk about making customer service great again for The Dirt podcast.
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Articles
99 Problems with Customer Service and this is #1
Why customer service still sucks in the modern world, for you, me, and everyone in between, and why the first of its 99 problems is bad data.