Effective Service returns to London for a second time and, this time, we’re focusing on vulnerable customers.
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MERJE is thrilled to announce the return of the highly anticipated “Effective Service” event to London, in partnership with Service Economics, on the afternoon of Thursday, October 2nd, 2025.
This will mark our second visit to London and the fourth “Effective Service” event overall this year, a testament to the growing excitement and impact of this revolutionary methodology.
It’s been an incredibly busy and exciting year for the concept of Effective Service, which continues to re-ignite passion and motivation in operations, CX, customer contact, and business transformation leaders across the UK.
Why “Effective Service” is Resonating
Fresh off the heels of hugely successful events in Manchester, London, and Leeds earlier this year, the “Effective Service” tour has consistently challenged the status quo in customer operations.
Led by Service Economics’ Co-Founders, Sean Keane and Rob Wilson, these events provide an unparalleled opportunity to join leading figures in customer operations and customer strategy for an insightful afternoon. The session is dedicated to revolutionising how you approach customer service and unlocking tangible improvements for your organisation.
“What a great session – thank you! Very thought provoking. I’ve already considered how we can make good use of some of our learnings.”
Head of Business Transformation, Stagecoach Bus
Sean and Rob, seasoned experts in CX strategy and operational consultancy, aren’t afraid to challenge conventional thinking. They offer a refreshing perspective on how to cut costs, streamline processes, and ultimately create happier customers and employees.
As attendees from previous sessions have praised, the methodology is “very thought provoking” and immediately applicable to customer strategy.
What to Expect at the Upcoming London Event: Focusing on Vulnerable Customers
Our previous London session saw senior professionals from operations, transformation, and customer experience gathering to discuss the critical need to move beyond an “efficiency-first” mindset in customer operations. The upcoming event on October 2nd will delve even deeper into these vital topics, with a key focus on serving vulnerable customers.
Together with expert speakers from different industries, we’ll be looking at how various sectors are addressing the challenges presented in serving customers with vulnerabilities, and of course, how an “Effective Service” approach can help!
“Really engaging and interesting session and great to meet you face-to-face Sean. I think a lot of businesses could benefit from your approach and expertise, looking at problems from a different – but the correct – angle. Thanks for a great day.”
From Financial Services and Utilities, through to Local Government and Housing Associations, this is a key topic which is attracting increasing regulatory scrutiny. We’ll be looking at practical steps that different organisations are taking to address these critical challenges.
In addition to this crucial focus, the event will also explore:
- Challenging the Efficiency-First Mindset: Discover why solely focusing on efficiency can be detrimental and costly in the long run for your customer operations.
- Addressing the UK’s Customer Satisfaction Dip: Understand the current landscape of customer satisfaction and learn strategies to reverse the trend, strengthening your overall customer strategy.
- The High Cost of Poor Service: Gain insights into the significant financial impact of inadequate service delivery on businesses.
- Tackling Failure Demand: Identify and address the root causes of unnecessary customer contact and wasted resources within your customer operations.
- The Power of Customer-Centricity: Learn why taking a step back to truly understand your customers’ needs is paramount for success in your customer strategy.
- The Effective Service Promise: Explore how this approach leads to lower costs, smoother operations, and increased customer happiness and NPS scores, a testament to a strong CX strategy.
Who Should Attend?
This event is a must-attend for anyone involved in shaping and delivering exceptional customer experiences, particularly those addressing the complexities of serving vulnerable customers, such as
- Service Leaders
- Operations Directors
- Change Managers
- IT Directors
- CX Professionals
- Transformation Experts
If you’re passionate about optimising your customer operations and refining your customer strategy, this event is for you.
Join the Movement!
“The session was a breath of fresh air in what’s fast become a stagnant business sector.”
Director, Select Planning
Don’t miss this opportunity to gain actionable insights and connect with a room full of forward-thinking service leaders. Join the growing “Effective Service” movement and be part of the conversation that is reshaping CX strategy one city at a time.
