If firms want people to ‘return to office’, they should offer a better experience

A new report from the British Council for Offices (BCO) argues that if employers want their staff to ‘return to office’, they need to approach the workplace in the same way they would their customers by creating spaces that offer experiences workers actively seek out. The report, titled Towards Experience Utopia, claims to serve as a comprehensive guide for creating optimal working environments that integrate the best aspects of both remote and in-office work. Commissioned by the BCO Occupiers Group, which includes major employers like NatWest, PwC, Deloitte, and Goldman Sachs, the report highlights how the shift towards hybrid working has transformed the expectations of employees.

Meanwhile, the so-called ‘return to office’ debate drags on, with many companies grappling with how to entice employees back into physical spaces. The challenge has become a central point of discussion as organisations try to balance the benefits of in-person collaboration with the freedom and convenience that remote working provides. In this evolving landscape, offices are no longer just places of work; they are environments where companies must win back the hearts of their employees, who now demand more fulfilling, flexible, and meaningful experiences.

The report urges employers to prioritise designing offices that not only facilitate work but also inspire and engage, competing directly with the comfort and flexibility of home working. Previous BCO research had called on landlords to treat their tenants as customers in order to protect revenue and build strong relationships. However, Towards Experience Utopia claims to push this idea further, positioning the employee as the ultimate judge of value in today’s workplace. This shift necessitates a new mindset in how office buildings are designed and operated.

Metrics such as occupancy rates, access badge swipes, meeting room usage, and employee feedback are crucial in making informed, data-driven decisions—mirroring how consumer brands use insights to deliver tailored experiences. Companies that analyse these trends can adapt to new working patterns and provide environments that meet evolving employee expectations and facilitate a return to office, if that is their aim.

The report also offers practical guidance for a broad range of stakeholders—employers, investors, architects, designers, and property managers—featuring strategies, best practices, and case studies from organisations such as Legal & General and the Government Property Agency.

1. Develop customer experience strategies
A well-researched and effectively implemented strategy that prioritises employee satisfaction and wellbeing is key to meeting the diverse needs of today’s workforce.
2. Think consumer first
The value of offices as assets is ultimately determined by employees. Buildings that no longer attract people to the office will depreciate at speed.
3. Make data-driven decisions
Leverage insights into space utilisation, employee preferences and operational efficiency to continuously improve property development, product, and service design.
4. Lead cultural transformation
Invest in training to equip leaders with the skills to manage change and deliver exceptional customer experience, while promoting inclusivity and innovation.
5. Promote flexible leasing models
As well as allowing occupiers to optimise costs and resources, ready-fitted spaces that combine lease flexibility with location, design and amenities achieve premium margins.
6. Innovate and learn fast
Invest in research, product and service design. Experimentation will be key but prepare to fail and to share lessons learned.
7. Focus on operational excellence
Maintain efficient, sustainable buildings and provide top-tier amenities and services to attract high quality occupiers, improve brand reputation and asset performance.
8. Think ‘ESG as a service’
Rather than imposing targets and time-consuming requests for data, understand occupiers’ ESG goals and find ways to collaborate on mutual ambitions.
9. Redesign processes
How a workplace is experienced is shaped by thousands of interactions daily. Radically rethink property processes, especially those designed in another era.