The pandemic forever transformed how we think about workspaces, pushing hybrid working from an occasional practice to a long-term reality. The British Council for Offices (BCO) is addressing this shift head-on with its latest report, Towards Experience Utopia, offering a roadmap for organisations navigating the evolving landscape of hybrid work.
RealService played a pivotal role in shaping this forward-thinking 80-page report, leveraging our deep industry insights to guide the conversation around how landlords and occupiers can provide an even better experience for their occupier customers and employees.
“Towards Experience Utopia highlights how the three R’s of real estate—Revenue, Retention and Reputation—are now more interconnected than ever. By prioritising exceptional customer and employee experiences, businesses can retain talent, enhance revenue through flexible leasing, and build a reputation as a leading developer, asset and property manager in a hybrid working world.”
Howard Morgan, Report Co-Author and Founder of RealService
The report highlights key trends reshaping the office sector, such as the growing emphasis on customer (or tenant) and employee experiences. Gone are the days of the traditional, often adversarial landlord-tenant relationship. Instead, the focus is now on building flexible, service-oriented environments that cater to the needs of modern employees. Practical guidance is provided through case studies and best practice checklists from companies like NatWest, Legal & General, and GPE, showcasing how hybrid working models and innovative leasing strategies can drive success.
RealService involvement in the report underscores the consultancy’s commitment to helping organisations thrive in this new era. From developing customer experience strategies to driving cultural and operational transformation, Towards Experience Utopia sets the standard for creating productive, flexible, and employee-centric workplaces in a post-pandemic world.
“We are incredibly grateful to all the participants who shared their insights and experiences for this report. Their contributions have been invaluable in shaping Towards Experience Utopia, helping us identify the best practices that will guide the future of the office sector in a hybrid working world.”
Sophie Hazeu, Co-Author and Senior Consultant at RealService
The report also introduces the BCO Customer Experience Award, launching in 2025, aimed at sparking debate and setting new benchmarks for excellence in the office sector. RealService is helping to design the award entry requirements and judging process which will support the industry in recognising and celebrating those who excel in creating exceptional workplace experiences.
As hybrid working becomes the norm, Towards Experience Utopia offers a timely guide to help businesses and landlords adapt, innovate, and lead the way in shaping the future of work.
Contact RealService to explore how this new research can help your property business drive revenue, retention and reputation.
