BCO Research Launch: Office Service Standards and Customer Experience

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A shift is taking place in the office property industry, forcing fundamental change in the relationship between owners, property managers and occupiers. This follows the BCO report ‘Building Performance’, published in 2015.

Start Date / Time 17 Oct 2017 08:00
End Date / Time 17 Oct 2017 10:00
Venue UBS, 5 Broadgate, London EC2M 2QS
Category BCO Research & Policy
National No
Region London and the South East
Type Seminar
Available to Non Members No


Now, in 2017, the BCO is pleased to present the next phase of this research, commissioned by the BCO Occupier Group and sponsored by British Land, Broadgate Estates, CBRE and Legal & General, this new BCO research provides a best practice guide to services and management standards in multi-occupied office buildings. It also provides a Building Performance Scorecard which will measure how well an office building is performing, viewed from the perspective of the owner, property manager and occupier. Office Service Standards and Customer Experience highlights the need for a revolution in the property industry’s approach to delivering service, based on customers’ requirements ‘from space as a commodity’ to ‘space as service’. It also forms the basis for a consultation with the BCO members on the format of a new BCO Customer Experience Award which will recognise those owners and their managers that are running buildings in a truly innovative and customer focused way. Will the office property industry be willing to take up the challenge and rethink its business model? Come and join us at the breakfast seminar on 17th October at UBS, Broadgate, London and participate in the debate and discussion.

This event is only available to members of BCO.
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08.00  Registration with tea, coffee and pastries provided
Welcome from Chris Richmond, Partner, PwC (event chair)
08.35  Presentations from:


·         Howard Morgan, Founder & Managing Director, Real Service

·         Sue Flatto, Director, Real Service


09.10  Panel discussion and Q&A, joined by:


·         Polly Plunket, Property Management Director, Broadgate Estates

·         Debbie Hobbs, Head of Sustainability, Legal & General

·         Danny Harte, Senior Director, CBRE

·         Gary Wingrove, Projects and Construction Director, BT Facilities Services 


09.45  Event close


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