Session 603: Reinvigorating CX Through AI

Wednesday, October 17 at 2:45 PM

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In today's digital world, technology is a key differentiator, separating leaders from laggards. The question we must ask ourselves, then, is how can AI elevate service management alongside digital transformation? AI service management (AISM) is an emerging trend that enables infrastructure and operations leaders to embrace digital transformation and turbocharge their investments in services and support management technologies. In this panel discussion, five industry leaders will discuss a range of issues, including:

  • Why current generation ITSM needs to be completely overhauled and align to an outside-in perspective to run an effective business.
  • How to align your business to Digital Transformation initiative and measure ROI
  • How augment current generation tools with latest industry trends

Anurag Gurtu

VP, Marketing and Research

Anurag Gurtu is a successful entrepreneur and an executive in Silicon Valley. Mr. Gurtu currently heads marketing and strategy at Aisera and in the past ran Product Marketing for data science and machine learning division at Splunk (2015 to 2017). Prior to Splunk, Mr. Gurtu headed marketing and strategy at Caspida, the leader in next-generation Cyber Security & Threat detection where he and his team were instrumental in creating a new cyber-security market category called "User Behavioral Analytics (UBA)". Prior to Caspida, Mr. Gurtu headed Technical Marketing & Competitive Intelligence at FireEye (2013-2015) and played a key role in helping the company go public. Before FireEye, Mr. Gurtu spent time at Cisco as an Architect and headed Product Management (2008-2013), Mr. Gurtu lead Cisco's incubation team and received numerous awards as a distinguished speaker and innovator. Mr. Gurtu was instrumental in creating and launching multiple product categories that spanned from virtualization to security. Prior to Cisco, Mr. Gurtu ran Professional Services at nCircle, which was acquired by Tripwire and before was an architect at seed stage startup that was acquired by Sun Microsystem back in 2008. Mr. Gurtu started his career as a researcher at UCLA and worked on 3D modeling to treat Alzheimer back in late 2003.

Mr. Gurtu has over fifteen years of experience working on various aspects of technology from 3D modeling, to virtualization and containerization, to security and artificial intelligence. Mr. Gurtu holds numerous certifications including a CISSP. Mr. Gurtu graduated with a M.S degree with specialization in Computer Networks from University of Southern California.

Dr. Muddu Sudhakar

Investor, Board Member and Ex-SVP/GM

Randy Barr


Randy Barr is a seasoned Security and IT veteran with more than 20 years of Information Technology and leadership experience.

Randy is the Chief Security Officer at Aryaka Networks and leads the company's Global Security and IT operations.
Prior to joining Aryaka, Randy served as the VP and CISO of Saba Software and was responsible for building the company's global security infrastructure from the ground up. Prior to Saba, Randy held several management and key Security and IT positions at leading cloud companies, including ServiceSource, Qualys, Yodlee, and WebEx Communications.

Randy is one of the top security officers in the SaaS space and has been selected for three straight years as a "top Security Executive" by ExecRank. Randy also serves on the advisory boards of several cloud companies. Randy is a frequent speaker at Information Technology and security conferences.

Randy holds dual bachelor degrees in Business Administration and Computer Science.

Michael Norton

EX-CIO University of Minnesota & General Counsel to the Minnesota World Trade Center Corporation

Mr. Norton is President and Chief Executive Officer of mPower Technologies, Inc. Prior to founding mPower Technologies, Mr. Norton served as VP of Digital Technology for Barnes & Noble, Inc, and prior as VP of Global Ecommerce for Toys R Us.

Immediately prior to these engagements Mr. Norton co-founded and served for 14 years as President of Avenet Web Solutions, which created and deployed a proprietary content management system and ecommerce solutions used by more than 1400 local governments and more than 800 non-profit and for profit entities throughout the US and Canada. Before Avenet, he served for the United States Departments of Labor, Education, Treasury and the Office of Management and Budget. He has held a variety of technology and policy development positions over the past 30 years, including CIO of the Minnesota Department of Human Services, General Counsel to the Minnesota World Trade Center Corporation, Assistant Attorney General for the State of Minnesota, Committee Administrator for the Minnesota Senate Committee on Governmental Operations and Clerk to the Hon. Ester M. Tomljanovich. He is a graduate of Hamline University and the University of Minnesota Law School.