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?

Meet The Panelist

Business Head at VOIZ

Rajiv Nagarajan

• Rajiv brings 16 years of experience across telecom, e-commerce, and customer experience. His work has focused on turning customer interactions into measurable gains in trust, engagement and revenue, making him uniquely placed to discuss where great CX and business growth can meet.

Head of Marketing at Entrans and Head of Growth at Thunai

Dilip Kumar

• Dilip is a SaaS GTM and growth leader with over 15 years of experience building revenue engines and scaling businesses. With deep experience in demand generation, customer marketing, and AI-powered growth systems, he brings a strong perspective on how conversations can move beyond service to create commercial opportunities.

Product Owner at Citi India

Hariprasad Sundaram

• Hariprasad is a Product Owner and strategist who works at the intersection of business intent, technology and user needs. His experience in translating complex processes into intuitive products brings an important perspective on how better-designed customer journeys can create value for both customers and the business.

Head - Direct Customer Service at Dvara KGFS

Vincent Davit

• Vincent is a customer service and operations leader with extensive experience across banking and financial services. Having led inbound service, outbound sales, and NPS functions, he has firsthand experience with the challenge at the heart of today's discussion: driving revenue through customer conversations without compromising customer trust and satisfaction.

Executive Vice President at ClearTouch

Uthaman Bakthikrishnan

• I believe in the power of creation - it gives me a real high to grow something from scratch and make it sustainable. Identifying market opportunities, market gaps, and identifying the right talent for execution are some of my key strengths.