MERJE and Service Economics Host Successful “Effective Service” Event in Leeds
Following highly successful sessions in London and Manchester, we once again partnered with leading CX and Operations consultancy Service Economics to host our third “Effective Service” event.
The afternoon brought together a diverse group of attendees from various sectors, including building societies, a major UK general insurer, a housing provider, consumer finance, debt recovery, the NHS, and security manufacturing. The shared objective for many businesses in today’s market is to design and deliver significantly better services at a reduced cost. This is exactly what Sean, Rob, MERJE, and the senior leaders in the room explored.
Evolving Beyond Traditional Efficiency
The afternoon focused on evolving thinking and practice beyond the traditional “efficient” approach to services. Attendees delved into the rarely explored causes of poor service and the resulting costs and consequences. Sean Keane, co-founder of Service Economics, then introduced a more sustainable approach: the “Effective Service” way.
The CX, Ops, and Transformation leaders in the room were highly engaged in the discussions around process management, such as customer journey and process mapping tools, which can deliver a variety of benefits to businesses, like significant cost and time savings.
Service Economics have many client success stories to showcase the impact the ‘Effective Service’ approach can have, including helping a mutual savings provider uncover 40% service waste in just five days and a motor insurer that now trains all their Operations Leaders through a two-day “Effective Service for Leaders” course.
Positive Feedback and Future Plans
The event has garnered overwhelmingly positive feedback from attendees and hosts alike. Brooke Meeson, Vulnerability Lead at Rescue, described the session as “super enjoyable and engaging,” while Katy Byers, who leads on Vulnerability and Harms in Financial Services, shared that she “left the event inspired, and ready to take lots of ideas back to DLG.”
Rob Wilson, co-founder of Service Economics, expressed delight at the positive feedback and confirmed that plans for the next event are already in motion.
Neil Johns, Director of Operations, Customer Contact, Business Change & Transformation recruitment at MERJE, said,
“We design these free-to-attend events to provide a chance for industry peers to mix, learn from each other and the Service Economics team, and share ideas without a sales-driven agenda. People often ask why MERJE is involved – what are we getting out of it? As always, we’re here to help people connect and build authentic, valuable relationships. There’s a reason the MERJE motto is Bringing Talent Together! If we raise awareness of the MERJE brand as an expert recruitment partner as well, that’s an added bonus.”
Looking Ahead
We are already working on plans for the next “Effective Service” event, which is anticipated for the autumn. If you’re interested in learning more about Effective Service and would like to come along to a future event, get in touch with MERJE – marketing@merje.com
