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Sean Keane, Co-Founder of Service Economics, joins Michelle Ansell on The Impact Room to discuss why many organisations are unintentionally designing inefficient service systems, and how this is impacting cost, customer experience and operational performance.
Drawing on extensive experience in regulated industries, Sean introduces the concept of service effectiveness, challenging traditional approaches focused purely on efficiency, automation and cost reduction.
Key themes include:
- Understanding value demand vs failure demand
- Why up to 80% of customer contact can be avoidable
- The financial and operational impact of “service waste”
- The limitations of traditional metrics such as Average Handle Time and First Contact Resolution
- How organisations overspend on technology by solving the wrong problems
- The importance of leadership curiosity and operational visibility
- Practical steps for new COOs and Customer Leaders in their first 100 days
Sean highlights a critical shift in thinking:
“If you chase quality, the cost takes care of itself.”
This episode is essential listening for leaders responsible for customer operations, transformation, cost management and service delivery in complex, customer led and regulated organisations with real world examples for Housing Associations, Utilities and Banking, Financial Services and Insurance.
To learn more about Service Economics please go here: Service Economics - The experts in Effective Service
To learn more about Sean Kean, Managing Director and Co-Founder go here. Seán Keane, CCXP | LinkedIn
