BCO Annual Conference Brochure - Milan 2025 - Flipbook - Page 11
Seminars
Seminars
S2:
Thursday 29 May 09:00 - 10:30
S3:
Thursday 29 May 09:00 - 10:30
NEXTGEN SEMINAR
RESEARCH SEMINAR
BEYOND THE WORKPLACE: The role of
placemaking and third spaces play in
shaping CRE
Join us for an engaging seminar exploring the evolving role
of placemaking and third spaces in corporate real estate.
As occupiers seek to foster innovation, attract talent, and
strengthen community connections, the integration of “spaces
in between” traditional workspaces has become more crucial
than ever. This session will dive into how placemaking and local
community networks are reshaping the workplace experience,
driving business outcomes, and creating new opportunities for
developers, landlords, and occupiers. We will examine emerging
typologies, successful case studies, and future steps. Do not
miss this chance to hear from industry leaders and discover how
placemaking is defining the future of workplace.
BCO IN 2030: Our evolving workplaces
The Next Generation of the BCO workshop aims to shape the
future of the workplace. Through presentations and interactive
sessions, NextGen members will share insights on key topics:
desired workplace features, technology, sustainability, and
culture. Participants from across the membership will then
collaborate to envision the future of the BCO and the workplace
sector. The goal is to identify innovative approaches, strengthen
collaboration, and ensure the BCO remains relevant in the
evolving workplace landscape. Workshop outcomes will be
displayed during the conference and summarized in a post-event
research paper.
PANELLISTS AND WORKSHOP FACILITATORS
Tom Buckley, Core Five
Victoria Caines, Turner & Townsend alinea
Sophie Davies, Heyne Tillett Steel
CHAIR
Oliver Hall, Make Architects
Rachel Edwards, Lendlease
Lauren Lewis, Arup
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BCO Annual Conference 2025
/ Milan
S4:
Thursday 29 May 11:00 - 12:30
THE ART OF CUSTOMER
EXPERIENCE: The secret
sauce to property success
The art of customer experience – the secret
sauce to property success.
In today’s competitive property market,
customer experience (CX) has emerged as
a pivotal factor influencing both consumer
satisfaction and business success. As
consumers and customers become increasingly
discerning, their expectations extend beyond
mere transactions to encompass holistic
experiences that resonate with their lifestyles
and values. This transformation is evident in
the rise of smart homes, sustainable building
practices, and personalised services that cater
to individual needs.
Likewise, the office property sector is currently
witnessing a shift towards a more customercentric approach. Developers and property
management professionals are now prioritising
user feedback, leveraging technology,
and enhancing service delivery to create
environments that foster community
and engagement.
The future success of property development
hinges on the ability to adapt to evolving
customer preferences. As the demand for
transparency, sustainability, and innovation
grows, developers must integrate these
elements into their projects. This includes
utilising data analytics to understand customer
behaviours, investing in technology for
seamless interactions, and designing spaces
that promote well-being, productivity and
connectivity.
Ultimately, the success of future property
developments will depend on a deep
understanding of customer experience. By
prioritising CX, developers and property
management professionals can not only
enhance satisfaction and loyalty but also drive
long-term growth and sustainability in an everchanging market.
CHAIR: Nicola Jones, GPE
Nicola is Customer Experience General
Manager for GPE, with a passion for
creating efficient customer journeys to
increase customer satisfaction and customer retention.
Nicola has extensive experience working cross
property functionally to develop customer strategies
that align with the business’s priorities and initiatives.
Helen Berresford, Sheppard Robson
Helen is passionate about designing
for people, championing an activitydriven design approach that puts human
experience and requirements at the heart of the design
process. The breadth of Helen’s knowledge allows her
to expertly advise clients on every step of the project
journey, from the early due-diligence and strategy, to
creating efficient and inspiring spaces that encapsulate
the culture of an organisation. Often her work involves
the blurring of the boundaries between ‘live, work
and play’—with a people-centric approach applied
to ID:SR’s growing portfolio of work in the office,
residential and hospitality sectors.
BCO Annual Conference 2025
/ Milan
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