EP107 - 3 Strategic Actions Service Leaders Must Embrace for Next-Gen Service

For decades, service leaders were measured primarily on operational execution, such as managing technicians, controlling costs, and getting customers back up and running. Today, that mandate is fundamentally changing. As the scope of service becomes increasingly tied to revenue growth, customer retention, workforce strategy, and business profitability, service leaders are finding themselves responsible for far more than service delivery. They’re being expected to influence commercial outcomes, drive productivity at scale, preserve critical expertise, justify technological investments and ensuring their adoption and translation into tangible business outcomes.
Join us as we welcome Tas Hirani, Global Director of Enablement, Aquant to the studio. We’ll address the ways in which the evolution of service has significantly expanded or reprioritized the role of service leaders, and discuss three critical actions service leaders must take to succeed in this new era of service leadership.
Drawing on more than a decade of experience working with service organizations worldwide, Tas shares practical insights on how today's leaders can evolve from operational managers into strategic business leaders.