The Hidden Cost of ‘Well-Run’ Service with Sean Keane Co-founder of Service Economics

20 to 80% of all customer contact doesn’t need to exist… and it’s costing you money to upset your customers. In this episode of The Impact Room, Michelle Ansell speaks with Sean Keane, Co-Founder of Service Economics, about a problem most organisations don’t realise they have, service that looks efficient, but is fundamentally ineffective. Across regulated sectors like Housing Associations, Financial Services, Utilities and Insurance, leaders are under pressure to reduce cost, improve customer experience and invest in AI and digital transformation. But what if the real issue isn’t how service is delivered, but why the demand exists in the first place? Sean introduces the concept of “service waste” and explains why: your service demand is costing you so much mone and why it doesn't need to be there, which also means more happy customers. In this episode, we explore: The difference between efficient service vs effective service Why organisations are optimising the wrong metrics (AHT, FCR, etc.) The hidden cost of failure demand Why digital, AI and automation often fail to deliver ROI How "well-organised waste” exists in most service operations Why customer contact centres become the “corporate dustbin” for business problems What leaders should prioritise in their first 100 days The leadership behaviours that actually drive transformation If you're a COO, CEO, CFO, Chief Customer Officer or Transformation Leader, this conversation will challenge how you think about cost, service, and performance and there is an offer not to be missed... Because the biggest opportunity in your organisation may not be doing things better, but removing the need to do them at all. Learn more about Service Economics here: https://www.service-economics.com/ Follow and connect with Sean here.   / seankeane   You can learn more about Douglas Jackson Executives Search and Leadership Advisory, helping you hire more impactful, successful leaders, because at a senior level, getting it wrong is expensive. https://www.douglas-jackson.com/execu... Stay updated with our latest episodes. We dive deep into pressing topics that impact your growth and customer led business, featuring interviews with influential leaders and in-depth discussions on the future of leadership, Operations, Growth, Customer Experience, Diversity and industry trends. Hear from Founders, Chief Customer Officers, CEOs, COOs, Director of Customer Experience, Customer Success Directors, Managing Directors and Diversity, Transformation and CX Advocates in this podcast designed to help inspire and share lived experiences, offering sound advice for personal and career development. Intro Music: “Podcast Background Music While Talking – No Copyright” by @PodcastBackgroundMusic. Licensed under Creative Commons Attribution 3.0 (CC BY 3.0)