Why Customer Experience (CX) at the office matters
We all have a deep human need and desire to belong, feel valued, and be inspired in the environments where we spend so much of our lives. At its core, Customer Experience (CX) is about creating spaces where people thrive—not just functionally, but emotionally and socially. It’s about recognizing that the buildings we work in are more than structures; they are ecosystems that should nurture the well-being, productivity, and growth of the people who use them.
If CX embodied a belief, it would be this: Workplace environments should elevate the human experience, going beyond transactions or leases, and speak to a vision of community and connection. When a space is designed with the tenant’s experience in mind, it shifts the focus from merely fulfilling a functional purpose to nurturing a meaningful and vibrant environment. This belief taps into the idea that when people feel seen, supported, and engaged in the ‘company’ of others, they contribute more, and companies flourish as a result.
How does Customer Experience bring this purpose to life?
Several unique actions and approaches create intentional, people-first experiences that address the evolving needs of tenants:
Curated hospitality-inspired services: Borrowing from the hospitality industry, CX programs often include services that make daily life easier, such as concierge-style support, wellness offerings, and amenities that promote comfort and convenience. It’s about transforming the workplace into a destination of choice, where people genuinely want to spend time.
Engaging technology and seamless communication: Workplace Experience platforms streamline access to information, resources, and amenities. They act as the connection between tenants and building management, facilitating direct communication in real time, and creating a feedback loop that informs continuous improvement.
Flexible, adaptable spaces: Today’s workforce values flexibility, so providing multipurpose spaces that adapt to various needs—whether for collaboration, quiet focus, or social interaction—ensures that tenants can work in ways that best suit them. CX management makes this possible by regularly surveying, assessing and responding to tenant needs.
Building a community culture: Beyond amenities and services, it’s the feeling of belonging that makes CX distinct. Events, networking opportunities, and shared spaces encourage a sense of community, helping people feel connected to one another and the building as a whole.
So what is Customer Experience at the office?
At its most tangible level, it is an integrated approach that combines technology, services, and a culture of hospitality to support and enhance the lives of people in a workplace. It is both a product and a service—a suite of tools that might include digital platforms, concierge services, event programming, wellness amenities, and flexible space management, all aimed at providing a satisfying and enhanced human-centered experience.
With the help of technology, Workplace Experience platforms create a seamless link between tenants and property management, simplifying interactions and fostering an environment where tenants feel heard, understood and valued. It’s the blend of digital access, personalized service, and physical environment that creates the framework for CX, ensuring that each touchpoint aligns with the building’s core purpose.
Leading with ‘Why’
When Customer Experience begins with a clear ‘Why,’ it transforms the relationship between property managers and tenants. It fosters trust, as tenants recognize that the space they inhabit is managed by people who value human connection and prioritize their well-being and satisfaction. This trust builds loyalty that can attract and retain tenants to workplaces where they feel genuinely supported and connected. More than that, it fuels enthusiasm—tenants are more likely to engage with and appreciate spaces catering to their needs and how they want to work and live.
Making Places Destinations of Choice
The core business of commercial real estate is making the monumental shift from providing space, to providing Customer Experience. Building operators who commit to delivering an integrated approach that combines technology, services, and a culture of hospitality to support and enhance the lives of everyone who enters their property will have a competitive advantage—regardless of their asset class. If you are an owner, property manager, or head of innovation for your building or portfolio, and you would like to engage more in this conversation and schedule an exclusive interactive workshop for your company or team, reach out to start a conversation with HILO’s Co-founder and CEO, David Abrams, HERE.
