From cost center to growth engine. How do you turn every conversation into revenue without killing CSAT

Service has always been treated as a cost to keep down, but those conversations are actually among the highest-trust moments you have with a customer. A lot of teams are now trying to turn them into real revenue and retention, rather than just closing a ticket and moving on.

The catch, of course, is doing that without it feeling like a sales pitch and tanking satisfaction. That’s the needle everyone’s trying to thread right now, and it’s harder than it sounds, which is exactly why I think it’ll make for a good conversation.

That’s what I’d love for us to unpack together:

• “Every conversation is a revenue opportunity.” Is it actually true or a dangerous oversimplification?
• The CSAT tightrope: where’s the line between a helpful recommendation and a pushy upsell?
• Your agents were hired to solve problems, and not sell. Is this the frontline reality or is it shifting?
• Can AI and data make the revenue moment feel like help rather than a pitch?
• If you optimize for revenue-per-contact, do you inevitably erode CSAT, and vice versa?