Success Quote by Sanjay Kumar

Customer service used to live in the corporate basement: a cost center, a necessary annoyance, a place where goodwill went to die on hold. Sanjay Kumar’s line catches a telling shift in business culture: companies are “starting” to measure service effectiveness, as if basic accountability is a new invention. That “starting” does a lot of work. It implies a long stretch when customer experience was handled by instinct, scripts, and quarterly budget cuts rather than evidence.

The intent is managerial and forward-facing: quantify performance, diagnose pain points, improve the process. But the subtext is more revealing than the plan. Measurement isn’t just curiosity; it’s a response to pressure. Social media turns every bad interaction into a public review. Subscription models make churn an immediate threat. AI and analytics make it embarrassing not to know where customers drop off or why calls escalate. “Process” signals a modern obsession with systems over heroics: service as a designed pipeline, not a person improvising empathy.

There’s also a quiet warning embedded in the corporate optimism. When companies measure service, they often measure what’s easiest: call time, tickets closed, deflection rates. Those metrics can improve dashboards while making customers feel rushed, funneled, or politely dismissed. Kumar’s framing is best read as a cultural moment in which customer service becomes a competitive product - but also a battleground between genuine help and the temptation to game the numbers.