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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
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ORGANIZER;CN="MERJE":MAILTO:marketing@merje.com
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DTSTART;TZID=Europe/London:20260326T140000
DTEND;TZID=Europe/London:20260326T170000
DTSTAMP:20260310T144239Z
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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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