Opinions expressed by Entrepreneur contributors are their own.
For decades, customer support has been treated as a defensive necessity — a cost center designed solely to resolve issues after they arise. In today’s landscape, that paradigm is obsolete. Your customers are no longer benchmarking you against your direct competitors; they are benchmarking you against the best, most intuitive digital experiences in the world.
This shift has paved the way for a new model of value creation: transforming customer experience from a cost center into an offensive growth lever. Unlocking this growth, however, requires moving beyond simply resolving issues faster and instead developing genuine foresight — a transition from a