Client Services: The forgotten child of either revenue leakage or revenue growth.

In this article, I explore why I believe client service should be viewed as revenue infrastructure and why the objective shouldn't be to automate the relationship, but to 'automate the administration and amplify the relationship.'

Over the past few months, I have noticed a recurring pattern while conversing with senior leaders in the industry: The repeated discussion around how to improve the client experience and how to bridge the gap between pressing margins while still offering excellent service. What does it even mean to 'modernise' client services, and what is the best way to go about this?

This space was my bread and butter for the first 11 years of my career. As someone who is all about clients, I am more than glad the human-centric aspect is back in regular discourse.