NEOMA's Event, Conferences
Customer satisfaction, performance, productivity… Organisations have numerous indicators to manage their service activities. But what do these reveal about the daily realities of employees working directly with customers?
To launch the 2026/2027 NEO’Insights series, NEOMA Business School invites you to explore customer relations through the experiences of frontline teams: the interactions, emotions, tools and adjustments that shape their work.
Jean-Baptiste Suquet, Professor of Work and Organisation Studies at NEOMA , will share insights from his research into service work and customer relations.
Joining him, Dario Sarango, Senior HR Business Partner at SeLoger and a graduate of NEOMA’s Programme Grande École, will offer a practitioner’s perspective. Drawing on ten years at Deliveroo, where he held roles in operations, performance analysis and human resources, he will share his experience of the challenges faced by frontline teams.
This dialogue between research and practice will explore three questions:
📅 19 November 2026
⏰ 8.30–9.30 am — welcome from 8.00 am
📍 In person — Paris Campus
🌐 In English
👉 Register
Contact
Marjolaine ADT
email : marjolaine.adt@neoma-bs.fr
Tel : +33326775425
Jean Baptiste-Suquet
Full Professor of Work and Organisation Studies
Jean-Baptiste Suquet is Professor at NEOMA Business School. His research explores service work, customer relationships and customer deviance, with a particular focus on frontline work practices. He also conducts collaborative and action research with practitioners.
Dario Sarango
Senior HR Business Partner - SeLoger
Dario Sarango is a seasoned Senior Human Resources Business Partner who joined SeLoger in 2026. Before that, he spent ten years at Deliveroo, where he held a range of roles, including HR Business Partner, Head of Planning & Analytics, Operations Manager, and Operations Associate. His work spanned HR operations, performance reviews, data analysis, and operational performance improvement. Helping to build one of the most iconic platforms in the delivery industry gave him unique insight into the challenges and levers of the frontline worker experience. A NEOMA Business School alumnus, he graduated from its Programme Grande École (PGE).
Agenda of the event:
8.00 am
Welcome
8.30–9.15 am
Talk, including Q&A
9.15–9.30 am
Networking
