Name: Anuj Pandey | AI for Customer Support Summit Boston
Start: 2026-10-27T04:00:00.000Z
End: 2026-10-27T04:00:00.000Z
Location: The Westin Seaport

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Anuj

Pandey

Sr Director, Technology Strategy and Operations, Customer Experience

Microsoft

Anuj Pandey is a customer experience and AI leader who leads technology strategy for Microsoft’s customer experience and success organization. He partners with product, engineering, and field teams to translate AI breakthroughs into production-grade CX solutions—spanning agentic workflows, quality frameworks, and operating models that scale globally. Before Microsoft, Anuj led solution delivery and incubation for applied AI products at Google, turning early-stage capabilities into measurable customer value. Earlier, he spent nearly a decade in management consulting, guiding Fortune 500 clients through end‑to‑end customer experience transformations. Anuj’s expertise bridges hands‑on technical delivery and executive strategy, architecting AI-backed support journeys while driving enterprise-wide change to realize their impact.

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27 October 2026 10:15 - 10:45

Measuring what matters: New metrics for an AI-powered support function

CSAT and average handle time were built for a world where humans handled every interaction. As AI takes on more of the volume, those metrics tell you less and less about whether your support function is actually performing. This keynote explores what leading teams are measuring instead, from AI resolution quality and escalation accuracy to customer trust and long-term retention impact. Attendees leave with a clearer picture of how to report on AI performance in a way that resonates with leadership and reflects what is actually happening on the ground.