Beyond Space: How CX is Changing the Workplace
The commercial real estate (CRE) industry is at an exciting crossroads. Gone are the days when providing office space was simply about square footage. Today, the industry is undergoing a profound shift toward prioritizing Customer Experience (CX), hospitality, and flexible working environments as critical components of success.
Let’s explore how these trends are reshaping offices and what they mean for businesses, building operators, and employees alike.
Why Customer Experience is now essential
The shift from offering mere physical spaces to delivering exceptional customer experiences is now undeniable. Buildings are no longer judged solely by their class, location or size—but increasingly by the quality of experiences they provide.
CX is about creating environments where people thrive emotionally, socially, and functionally. It’s about understanding that people want to feel valued and inspired in the spaces where they spend significant portions of their lives.
Today’s leading building owners and operators recognize this change. As space becomes commoditized, offering exceptional CX—through personalized digital platforms, responsive service, and thoughtfully designed physical spaces—becomes the primary differentiator.
Hospitality-inspired office experiences
Inspired by the hotel and restaurant industries, CRE leaders are adopting hospitality-driven approaches to win the loyalty of tenants. Just as hotel guests expect superior service daily, building occupants now have similar expectations. Operators must earn their occupants’ loyalty each day by providing seamless, personalized experiences.
Will Guidara, author of Unreasonable Hospitality, emphasizes this approach perfectly, stating, “Making good products is no longer enough. Serving them efficiently is no longer enough. It’s how we make people feel that matters most.” This ethos is precisely the mindset that forward-thinking office building operators are adopting.
Flexible work: The new norm
The polarized debate around returning to the office has grown stale. The truth lies somewhere in the middle: flexibility is key. Rather than mandating rigid office attendance, businesses should focus on creating environments that support great work—wherever that might happen.
Employees today seek flexibility—whether working from home, a café, or the office. The future workplace is a larger ecosystem of choices where the office remains a critical component but no longer the only one. This balanced approach acknowledges the importance of personal connections and collaboration while respecting individual work preferences.
The role of technology in transforming CX
Technology platforms like HILO are central to enabling this new wave of personalized customer experience. A modern Workplace Experience platform provides seamless interactions, connecting tenants to everything their buildings offer. Features include:
- Curated events
- Amenity booking
- Offers and rewards
- Communication and alerts
- Remote access
- Community connection
These type of digital platforms not only enhance daily convenience but also strengthen the emotional and practical connections people have with their workplace.
Rethinking office mandates: A CX approach
Mandates requiring employees to return to offices without addressing their experiences are fundamentally flawed. The new purpose of the office isn’t just about being physically present but fostering meaningful interactions and community.
Workplaces must become vibrant destinations that employees actively choose—not by force but because these spaces enhance their well-being, productivity, and sense of community. This shift from obligation to attraction is where successful CRE strategies will thrive.
Democratizing exceptional experiences
Embracing CX for success
Are you ready to make your office a destination of choice?
