Issue 2: Service-led growth

No one function has a monopoly on growth. Sure, some have a disproportionate influence on it because they directly deal with revenue. But lately what’s changed is a renewed focus on the vector that influences all revenue – customers. In the backdrop of accelerated digital adoption, as businesses try to confront new customer realities, customer service can not only channel the customer’s voice inwards but also influence perception outwards. Ergo, influence revenue.