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DTSTAMP:20260417T234325
CREATED:20260310T144237Z
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SUMMARY:The Strategic Value of Complaints
DESCRIPTION:Join us for our next in-person learning event in London on 26th March\, in association with our partners at Service Economics\, where we will be looking at “The Strategic Value of Complaints.” \n\n\n\nComplaints are rising across most regulated sectors – not because customers have suddenly become more difficult\, but because modern services are complex\, fragmented and often slow to resolve uncertainty. \n\n\n\nUnder Consumer Duty\, the regulatory lens has shifted. The Financial Conduct Authority and the Financial Ombudsman Service are paying close attention to complaint data — not just how quickly cases are closed\, but what those complaints reveal about outcomes. \n\n\n\nMany organisations still focus their energy on handling complaints well. That matters\, but it’s only part of the picture. The harder questions are: \n\n\n\n– What do your complaints tell you about how your service actually works?– Where are customers getting stuck?– Where is uncertainty driving repeat contact?– Which parts of the journey are generating foreseeable harm?– Are vulnerable customers over-represented in certain themes? \n\n\n\nIt’s free to attend this senior leaders’ forum where the focus will be on how to use complaint insight to improve services\, reduce cost and strengthen outcomes. There’ll be a mix of respected industry expert speakers and interactive peer-to-peer discussions. \n\n\n\nThis event is limited to 40 spaces. Look forward to seeing you all there. \n\n\n\n\n\n\n\nWho Should Attend?\n\n\n\nThis 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 \n\n\n\n\nService Leaders\n\n\n\nOperations Directors\n\n\n\nChange Managers\n\n\n\nIT Directors\n\n\n\nCX Professionals\n\n\n\nTransformation Experts\n\n\n\n\nIf you’re passionate about optimising your customer operations and refining your customer strategy\, this event is for you.
URL:https://merje.com/event/the-strategic-value-of-complaints/
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DTSTART;TZID=Europe/London:20251016T140000
DTEND;TZID=Europe/London:20251016T170000
DTSTAMP:20260417T234325
CREATED:20250730T143849Z
LAST-MODIFIED:20250904T143520Z
UID:21708-1760623200-1760634000@merje.com
SUMMARY:Effective Service London Oct 2025
DESCRIPTION:Effective Service returns to London for a second time and\, this time\, we’re focusing on vulnerable customers. \n\n\n\nMERJE 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 16th\, 2025. \n\n\n\nThis 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. \n\n\n\nIt’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. \n\n\n\n\n\n\n\n\n\nWhat to Expect at the Upcoming London Event: Focusing on Vulnerable Customers\n\n\n\nOur 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 16th will delve even deeper into these vital topics\, with a key focus on serving vulnerable customers. \n\n\n\nTogether 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! \n\n\n\n\n\n\n\n\n“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.”\n\n\n\n\n\n\n\n\nIn addition to this crucial focus\, the event will also explore: \n\n\n\n\nChallenging the Efficiency-First Mindset: Discover why solely focusing on efficiency can be detrimental and costly in the long run for your customer operations.\n\n\n\nAddressing 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.\n\n\n\nThe High Cost of Poor Service: Gain insights into the significant financial impact of inadequate service delivery on businesses.\n\n\n\nTackling Failure Demand: Identify and address the root causes of unnecessary customer contact and wasted resources within your customer operations.\n\n\n\nThe Power of Customer-Centricity: Learn why taking a step back to truly understand your customers’ needs is paramount for success in your customer strategy.\n\n\n\nThe 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.\n\n\n\n\n\n\n\n\n\n\nWho Should Attend?\n\n\n\nThis 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 \n\n\n\n\nService Leaders\n\n\n\nOperations Directors\n\n\n\nChange Managers\n\n\n\nIT Directors\n\n\n\nCX Professionals\n\n\n\nTransformation Experts\n\n\n\n\nIf you’re passionate about optimising your customer operations and refining your customer strategy\, this event is for you. \n\n\n\nJoin the Movement!\n\n\n\n\n\n\n\n\n“The session was a breath of fresh air in what’s fast become a stagnant business sector.”\n\n\n\n\nDirector\, Select Planning \n\n\n\nDon’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.
URL:https://merje.com/event/effective-service-london-oct-2025/
LOCATION:Vorboss Office\, 10 Exchange Square\, London\, EC2A 2BR
CATEGORIES:In-person
ATTACH;FMTTYPE=image/png:https://merje.com/wp-content/uploads/sites/924/2025/07/Article-Headers-MERJE-2025-07-30T135306.689.png
ORGANIZER;CN="MERJE":MAILTO:marketing@merje.com
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BEGIN:VEVENT
DTSTART;TZID=Europe/London:20251002T140000
DTEND;TZID=Europe/London:20251002T170000
DTSTAMP:20260417T234325
CREATED:20250714T094054Z
LAST-MODIFIED:20250923T190411Z
UID:21451-1759413600-1759424400@merje.com
SUMMARY:Does Risk have a reputation problem?
DESCRIPTION:📅  Thursday 2nd October 2025 \n\n\n\n⏰  2pm – 5pm (+ networking\, drinks & nibbles afterwards) \n\n\n\n📍 Manchester City Centre \n\n\n\n💸 Free \n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\nRisk management is an essential business component\, but is the profession evolving fast enough\, or is it stuck with a legacy reputation that’s holding it back? \n\n\n\n\n\n\n\nYou’re invited to a bold and unfiltered conversation for modern risk leaders.  \n\n\n\nOn Thursday 2nd October\, join senior voices from across the UK for a panel discussion that challenges how risk is perceived\, by boards\, by businesses\, and by risk leaders themselves. \n\n\n\nWe’ll confront outdated clichés\, explore the changing expectations of the function\, and ask what it really takes for risk to be seen as a strategic powerhouse. \n\n\n\nHosted by Barnett Waddingham\, MERJE and RiskSmart\, this exclusive afternoon at Swinton Insurance HQ brings together senior professionals for bold thinking\, honest discussion\, and high-level networking. \n\n\n\n\n\n\n\nThe Panel \n\n\n\nPanel Host:  \n\n\n\nNick Websdell – Head of Enterprise Risk Management Services\, Barnett Waddingham \n\n\n\nPanellists: \n\n\n\nKaren Goodman – Chief Risk Officer\, AJ Bell \n\n\n\nKirstie Burn – Director of GRC Recruitment\, MERJE \n\n\n\nRoss Osbourne – Chief Risk Officer\, Rippling Payments \n\n\n\nRyan Swann – Founder\, RiskSmart \n\n\n\nStefan Gershater – Head of Risk & Governance\, Co-op \n\n\n\n\n\n\n\nExpect strong opinions\, smart ideas and maybe even a little controversy. \n\n\n\n\n\n\n\n\n\n\n\nYour personal details will always be treated with care in accordance with our Privacy Policy.By submitting this form\, you consent to communications from MERJE about our events. You can unsubscribe at any time.
URL:https://merje.com/event/does-risk-have-a-reputation-problem/
LOCATION:Swinton Insurance HQ\, Embankment West Tower\, 101 Cathedral Approach\, Salford\, M3 7FB\, United Kingdom
CATEGORIES:In-person
ATTACH;FMTTYPE=image/png:https://merje.com/wp-content/uploads/sites/924/2025/07/Article-Headers-MERJE-98.png
ORGANIZER;CN="MERJE":MAILTO:marketing@merje.com
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Europe/London:20250904T170000
DTEND;TZID=Europe/London:20250904T200000
DTSTAMP:20260417T234325
CREATED:20250522T144941Z
LAST-MODIFIED:20250714T145654Z
UID:20416-1757005200-1757016000@merje.com
SUMMARY:Financial Crime Networking 2025
DESCRIPTION:📅 September 2025 \n\n\n\n📍 City of London \n\n\n\n💸 Free \n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\nJoin us for the next instalment of our annual Financial Crime networking evening.\n\n\n\n\n\n\n\nOnce again\, we’re bringing together senior financial crime professionals for a mid-week evening of discussions\, catch ups\, connection-building\, and idea sharing. \n\n\n\n2025 will be the fifth chapter of what is becoming a much-anticipated professional gathering each year. \n\n\n\nAs on previous occasions\, our London Financial Crime recruitment expert Pritesh will host the post-work gathering\, bringing together his vast network of leaders to discuss all things Financial Crime and beyond. \n\n\n\nThe evening is exclusively for senior financial crime professionals as listed below\, providing a safe space to share challenges\, exchange solutions and ideas\, and grow your professional networks among peers. \n\n\n\n \n\n\n\n\n\n\n\n\n\n\n\n\n“Thank you for the invite. It was a great event and was really good to connect with financial crime fighting peers! I look forward to the next one.“ \n\n\n\n– Adam\, Global Director of FCC Strategy & AML SME \n\n\n\n\n\n\n\n\n\n\n\n\nWho should attend?\n\n\n\nThe event is a must-attend for anyone involved in shaping and delivering exceptional financial crime strategies: \n\n\n\n\nMLROs\n\n\n\nHeads of Financial Crime functions (AML\, Sanctions\, ABC\, Fraud)\n\n\n\nDeputy MLROs\n\n\n\n\nDon’t miss this opportunity to meet fellow financial crime leaders! \n\n\n\nJoin the waiting list and we’ll contact you directly to confirm full event details closer to the time.
URL:https://merje.com/event/financial-crime-networking-2025/
LOCATION:City of London\, London
CATEGORIES:In-person
ATTACH;FMTTYPE=image/png:https://merje.com/wp-content/uploads/sites/924/2025/05/Article-Headers-MERJE-85.png
ORGANIZER;CN="MERJE":MAILTO:marketing@merje.com
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DTSTART;TZID=Europe/London:20250626T133000
DTEND;TZID=Europe/London:20250626T170000
DTSTAMP:20260417T234325
CREATED:20250516T120501Z
LAST-MODIFIED:20250626T081741Z
UID:20271-1750944600-1750957200@merje.com
SUMMARY:Effective Service - Leeds
DESCRIPTION:Leeds (The Terrace\, Wellington Place\, LS1 4AP) \n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\nJoin us in Leeds for the next Effective Service event!\n\n\n\n\n\n\n\nRegistrations for this event have now closed \n\n\n\n\n\n\n\nFollowing the resounding success of our London and Manchester events\, MERJE and Service Economics are thrilled to bring the engaging and insightful Effective Service discussion to Leeds! \n\n\n\nJoin us for an afternoon dedicated to shaking up the way you think about customer service and unlocking tangible improvements for your organisation.  \n\n\n\nBased on the innovative “Effective Service” approach from Service Economics\, this event offers a refreshing perspective on how to cut costs\, streamline processes\, and ultimately create happier customers and employees. \n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\nRead about the London session > \n\n\n\n\n\n\n\n\n\n\n\nWhat to Expect\n\n\n\nBuilding on the dynamic discussions of our previous events\, the Leeds session will delve into key topics such as: \n\n\n\n🧠 Challenging the Efficiency-First Mindset:  \n\n\n\nDiscover why solely focusing on efficiency can be detrimental and costly in the long run. \n\n\n\n📉 Addressing the UK’s Customer Satisfaction Dip:  \n\n\n\nUnderstand the current landscape of customer satisfaction and learn strategies to reverse the trend. \n\n\n\n💰 The High Cost of Poor Service:  \n\n\n\nGain insights into the significant financial impact of inadequate service delivery. \n\n\n\n❌ Tackling Failure Demand:  \n\n\n\nIdentify and address the root causes of unnecessary customer contact and wasted resources. \n\n\n\n⭐ The Power of Customer-Centricity:  \n\n\n\nLearn why taking a step back to truly understand your customers’ needs is paramount for success. \n\n\n\n🤩 The Effective Service Promise:  \n\n\n\nExplore how this approach leads to lower costs\, smoother operations\, and increased customer happiness and NPS scores. \n\n\n\nJust like our previous events\, expect a thought-provoking presentation from Sean Keane and Rob Wilson\, the experienced co-founders of Service Economics – leading CX strategy & operational consultancy. \n\n\n\nSean and Rob aren’t afraid to challenge the norm and will provide you with actionable insights to implement within your own organisation. \n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\nWith a room full of service leaders from various sectors\, the group discussion was a treasure trove of diverse perspectives on the current challenges of improving CX at a time where CSAT in the UK & US is the lowest it’s been in 10 years. \n\n\n\n– Samuel Phelan\, Head of Customer Service \n\n\n\n\n\n\n\n\n\n\n\n\nWho should attend?\n\n\n\nThe event is a must-attend for anyone involved in shaping and delivering exceptional customer experiences\, such as: \n\n\n\n\nService Leaders\n\n\n\nOperations Directors\n\n\n\nChange Managers\n\n\n\nIT Directors\n\n\n\nCX Professionals\n\n\n\nTransformation Experts\n\n\n\n\nDon’t miss this opportunity to be part of the growing Effective Service movement!  \n\n\n\nRegister now to secure your place at our Leeds event and join us for an afternoon of insightful discussions\, valuable connections\, and a fresh look at the future of customer service. \n\n\n\nWe look forward to welcoming you to Leeds! \n\n\n\n\n\n\n\n\n\nRegistrations for this event have now closed\n\n\n\nYour personal details will always be treated with care in accordance with our Privacy Policy.By submitting this form\, you consent to communications from MERJE about our events. You can unsubscribe at any time.
URL:https://merje.com/event/effective-service-leeds-june-2025/
LOCATION:The Terrace\, Wellington Place\, Leeds\, LS1 4AP
CATEGORIES:In-person
ATTACH;FMTTYPE=image/jpeg:https://merje.com/wp-content/uploads/sites/924/2025/05/Article-Headers-MERJE-82.jpg
ORGANIZER;CN="MERJE":MAILTO:marketing@merje.com
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Europe/London:20250325T140000
DTEND;TZID=Europe/London:20250325T170000
DTSTAMP:20260417T234325
CREATED:20250220T132757Z
LAST-MODIFIED:20250403T113818Z
UID:13665-1742911200-1742922000@merje.com
SUMMARY:Effective Service - London
DESCRIPTION:Exchange Square\, London \n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\nIs efficiency the enemy of exceptional customer experience?\n\n\n\n\n\n\n\nRegistration for this event has now closed. \n\n\n\nSee the event write up article here > \n\n\n\n\n\n\n\nJoin MERJE and Service Economics for an exclusive afternoon exploring the critical link between effectiveness and outstanding CX strategy. \n\n\n\nMany businesses strive for efficiency in their 2025 customer experience strategies\, but is this the most effective path? \n\n\n\nThis insightful event will challenge conventional thinking and explore how a CX strategy focused on “Effectiveness” can: \n\n\n\n\nSignificantly reduce Operational Expenditure (OpEx)\n\n\n\nSubstantially increase Net Promoter Scores (NPS)\n\n\n\nAccelerate long-term business transformation\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n“Great event. A great balance between learning and networking\, something that’s becoming harder to find these days. Really useful info and some great conversations!” \n\n\n\n\n\n\n\n\n\n\n\n\n\nUnveiling groundbreaking methodologies\n\n\n\n\n\n\n\nService Economics\, leading CX strategy and operations consultancy\, will share their revolutionary “Effective Service” and “Digital Business Twins” methodologies. These innovative approaches provide a powerful framework for: \n\n\n\n\nRedefining service delivery\n\n\n\nOptimising customer journeys\n\n\n\nDriving continuous improvement\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n“Fantastic session from Sean and Rob. Great takeaways delivered with simplicity and authenticity. Great energy in the room! Fab finish to the evening – great company and brilliant conversations!” \n\n\n\n\n \n\n\n\n\n\n\n\n\n\n\n\n\n\n\nWho should attend?\n\n\n\n\n\n\n\nThe event is a must-attend for anyone involved in shaping and delivering exceptional customer experiences\, such as: \n\n\n\n\nService Leaders\n\n\n\nOperations Directors\n\n\n\nChange Managers\n\n\n\nIT Directors\n\n\n\nCX Professionals\n\n\n\n\nDon’t miss this opportunity to gain valuable insights and connect with industry peers. \n\n\n\n\n\n\n\n\n\nRegister for this event\n\n\n\nRegistration for this event has now closed. \n\n\n\nSee the event write up article here > \n\n\n\nYour personal details will always be treated with care in accordance with our Privacy Policy.By submitting this form\, you consent to communications from MERJE about our events. You can unsubscribe from at any time.
URL:https://merje.com/event/effective-service-london-march-2025/
LOCATION:Vorboss Office\, 10 Exchange Square\, London\, EC2A 2BR
CATEGORIES:In-person
ATTACH;FMTTYPE=image/png:https://merje.com/wp-content/uploads/sites/924/2025/02/Website-Row-Backgrounds-10.png
ORGANIZER;CN="MERJE":MAILTO:marketing@merje.com
END:VEVENT
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DTSTART;TZID=Europe/London:20241010T123000
DTEND;TZID=Europe/London:20241010T180000
DTSTAMP:20260417T234325
CREATED:20250120T131617Z
LAST-MODIFIED:20250416T083529Z
UID:6257-1728563400-1728583200@merje.com
SUMMARY:Padel & Pizza Oct 2024
DESCRIPTION:​MERJE is delighted to be hosting its first padel networking event in October 2024. \nSwap suits for sports gear and join us for a relaxed day of friendly competition\, networking\, and pizza. \nWhether you’re a padel pro or a complete beginner\, everyone’s welcome. \nWe have four courts and two coaches available on the day\, so the experienced players can get stuck in to a competition while the curious newbies can come along\, try out the sport at their own pace and see what all the hype’s about. \n​ \nThe Schedule:\n12:30pm – 4:00pm \nA 30/45-min introduction and warm up\, followed by a friendly tournament. \n4:00pm-6:00pm \nDelicious pizza served while you chat\, network\, and revel in your padel victory (or drown the sorrows of defeat…). \n​ \nThe Details:\nDate – Thursday 10th October 2024 \nTime – 12:30pm – 6:00pm \nLocation – Wilmslow Padel Club\, A34 Wilmslow – Handforth Bypass\, Wilmslow SK9 3PE (Google Maps) \n​ \nThis is a limited capacity event. \n​ \nFAQ\nWill equipment be provided? \nYes\, all required equipment will be available. However\, if you do have your own padel bat\, feel free to bring it! \nDo I need to have played before? \nAbsolutely not! We’re welcoming all levels of ability\, so whether you’re a seasoned pro or just curious\, come along and join the fun. \nWhat food will be available? \nA pizza van will provide a range of pizzas\, pastas and salads\, including vegetarian options. Please email rabelson@merje.com if you have any other dietary requirements.
URL:https://merje.com/event/padel-pizza-oct-2024/
LOCATION:Wilmslow Padel Club\, SK9 3PE
CATEGORIES:In-person
ATTACH;FMTTYPE=image/jpeg:https://merje.com/wp-content/uploads/sites/924/2024/10/gam-7l4qzmi.jpg
ORGANIZER;CN="MERJE":MAILTO:marketing@merje.com
END:VEVENT
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