![Participez à NEO'Insights. Rachel Beaujolin partagera des pistes concrètes et des repères méthodologiques pour mieux soutenir les employés, managers et organisations.](/sites/default/files/styles/global_header_l/public/uploaded_images/photo_header_agenda1400x350-v4.jpg?itok=qW1ogQ8t) 19 Nov 8:30 AM to 9:30 AM NEOMA's Event, Conferences # NEO’Insights #1 | Seeing Service Work Through Employees’ Eyes Register { "@context": "https://schema.org", "@type": "BreadcrumbList", "itemListElement": [ { "@type": "ListItem", "position": 1, "name": "Home", "item": "https://neoma-bs.com/" }, { "@type": "ListItem", "position": 2, "name": "NEO\u2019Insights\u0020\u00231\u0020\u007C\u0020Seeing\u0020Service\u0020Work\u0020Through\u0020Employees\u2019\u0020Eyes", "item": "https://neoma-bs.com/node/1843622.md" } ] } - [Home](https://neoma-bs.com/) - NEO’Insights #1 | Seeing Service Work Through Employees’ Eyes ![logo neo insights neoma business school](/sites/default/files/styles/bloc_images_xxl/public/uploaded_images/logo_neo_insights_neoma.png?itok=a-rTNXK4) ## Seeing Service Work Through Employees’ Eyes 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: - What do our usual indicators fail to reveal? - How do employees experience workplace relationships, technologies and environments? - What can managers learn from the solutions employees develop on the ground? **📅 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 ## Speakers ![](/sites/default/files/styles/large/public/img/jean-baptiste_suquet_NEOMA.png?itok=0c8btWqc) 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. ![Photo Dario Sarango](/sites/default/files/styles/large/public/uploaded_images/photo_dario_sarango.png?itok=_FkubYAu) 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). ## Associated programmes [![](/sites/default/files/styles/large/public/img/gemba-1.jpg?itok=VMeDuHq-) ### Global Executive MBA Strengthen your leadership and strategic vision through an international Executive MBA designed for executives and experienced professionals seeking to transform their personal trajectory and lead organisational transformation. 15 to 20 months Paris, Partner's university](https://neoma-bs.com/programmes/global-executive-mba) [![](/sites/default/files/styles/large/public/img/general-management-programme-1.jpg?itok=vhZlygi3) ### General Management Programme Empower your career with this Executive Education programme, designed to equip you with a comprehensive and cross-functional understanding of business. 10 months](https://neoma-bs.com/programmes/general-management-programme) [![](/sites/default/files/styles/large/public/img/MSc-BDCGC.jpg?itok=e0atnuYF) ### Executive MSc Business Development Become an expert in B to B negotiation and complex business management with this programme for professionals, ranked #1 in France. 12 months - 425 hours Paris](https://neoma-bs.com/programmes/executive-msc-business-development) [![](/sites/default/files/styles/large/public/img/certifs-visuel-header-dispatch-992-557.jpg?itok=497l4AiS) ### Executive Certificates Boost your skills in just 5 days ](https://neoma-bs.com/executive-certificates) [![](/sites/default/files/styles/large/public/img/formation-sur-mesure.jpg?itok=ICZTqZnR) ### Customised programmes Through our ability to develop programmes, our ambition is to provide you with a high quality learning environment Paris, Reims, Rouen](https://neoma-bs.com/programmes/customised-programmes) [![Portrait d’un professionnel suivant une formation VAE avec NEOMA Business School](/sites/default/files/styles/large/public/uploaded_images/vae-portrait-formation.jpg?itok=7GnU-2j0) ### Validation of Acquired Experience Enhance your professional experience and develop your career perspective with a recognised qualification 10 to 12 months](https://neoma-bs.com/programmes/validation-acquired-experience) ![Participez à NEO'Insights. Rachel Beaujolin partagera des pistes concrètes et des repères méthodologiques pour mieux soutenir les employés, managers et organisations.](/sites/default/files/styles/global_header_l/public/uploaded_images/photo_header_agenda1400x350-v4.jpg?itok=qW1ogQ8t) 19 Nov 8:30 AM to 9:30 AM Paris Campus English ## Agenda of the event Agenda of the event: 8.00 am Welcome 8.30–9.15 am Talk, including Q&A 9.15–9.30 am Networking { "@context": "https://schema.org", "@type": "Event", "name": "NEO’Insights #1 | Seeing Service Work Through Employees’ Eyes", "startDate": "2026-11-19T8:30 AM", "endDate": "2026-11-19T9:30 AM", "eventAttendanceMode": "https://schema.org/MixedEventAttendanceMode", "eventStatus": "https://schema.org/EventScheduled", "location": { "@type": "VirtualLocation" }, "image": "https://neoma-bs.com/sites/default/files/uploaded_images/photo_header_agenda1400x350-v4.jpg", "description": "AI in interviews: efficiency gains, but what about candidate experience?", "organizer": { "@type": "Organization", "name": "" } }